Your Brand, Our Engineers
L3 Incident Responders at 5X Cheaper
L3 incident responders who answer tickets under your @company.com email. Respond to active breaches, isolate compromised machines, collect forensic evidence—all under your brand. Starting at $3,200/month. Clients never see us.
What MSP Owners Say
Feedback from MSPs using our white label incident responders
"We started with one incident response engineer 18 months ago. Now we have 3. They handle 60% of our tickets. Clients have no idea they're offshore. Saved us $11k in the first 6 months."
David M.
MSP Owner, Chicago IL
Using 3 engineers since March 2023
"$1,600/mo vs. $5,500+ for local hire. ConnectWise integration worked perfectly. They're in by 7am EST to cover our tickets before our team arrives."
Sarah P.
CEO, Denver-based MSP
Using 2 engineers since July 2023
"Tried the 5-ticket trial. Impressed. CSAT went from 3.9 to 4.2 in 60 days. Now using 4 engineers. Wish we'd done this 3 years ago."
Mike R.
Founder, Phoenix MSP
Using 4 engineers since Jan 2024
Avg. CSAT Score
First-Call Resolution
Avg. Response Time
MSP Partners
Core Responsibilities
Our incident responders handle the full spectrum of end-user support tasks
Tier 1-3 Support
Handle incoming support requests via phone, email, chat, and ticketing systems with proper escalation procedures
User Communication
Provide clear, professional communication to end-users, explaining technical issues in non-technical terms
Troubleshooting
Diagnose and resolve hardware, software, network, and application issues for Windows, Mac, and mobile devices
Remote Support
Utilize remote desktop tools to provide hands-on technical support and resolve issues remotely
Documentation
Maintain detailed ticket notes, create KB articles, and document recurring issues and solutions
Account Management
Create, modify, and deactivate user accounts, reset passwords, and manage access permissions
Incident Responders by Experience Level
L1 for password resets. L2 for VPN configs. L3 for complex escalations. Pick the level you need.
L1 Incident Responder
Handles basic tickets: password resets, account unlocks, printer issues, email setup
- Password resets & account unlocks
- Printer & peripheral troubleshooting
- Email configuration (Outlook, Gmail)
- Basic software installation
- Ticket creation & documentation
$10-11/hour • 160 hrs/month
Perfect for basic ticket volume
L2 Incident Responder
VPN setup, Office 365 admin, Active Directory, software conflicts, handle L1 escalations
- VPN configuration & troubleshooting
- Office 365 administration
- Active Directory user management
- Mobile device management (Intune)
- Handle L1 escalations
$12-14/hour • 160 hrs/month
Handles 80% of typical MSP tickets
L3 Incident Responder
Root cause analysis, policy implementation, security incidents, mentoring L1/L2 engineers
- Technical escalations & troubleshooting
- Root cause analysis & documentation
- Security incident response
- Policy & procedure implementation
- Mentor L1/L2 engineers
$15-17/hour • 160 hrs/month
For escalations & complex work
Not sure which level? Most MSPs start with 2 L2 engineers to handle 80% of tickets, then add 1 L1 for overflow and 1 L3 for escalations.
Tools & Platforms Expertise
Our engineers are proficient in the full MSP technology stack - from PSA/RMM to security, backup, and endpoint management
PSA & Ticketing
- ConnectWise Manage
- Autotask PSA
- Kaseya BMS
- Syncro MSP
- ServiceNow
- Zendesk
- Freshdesk
- HubSpot Service Hub
RMM & Monitoring
- Datto RMM
- N-able RMM
- Kaseya VSA
- Atera
- ConnectWise Automate
- Syncro
- NinjaOne
- PRTG Network Monitor
Remote Support
- TeamViewer
- AnyDesk
- ConnectWise Control (ScreenConnect)
- LogMeIn
- Dameware
- Windows RDP
- Chrome Remote Desktop
- Splashtop
Microsoft 365 & Azure
- Microsoft 365 Admin Center
- Exchange Online
- Azure AD / Entra ID
- SharePoint Online
- OneDrive for Business
- Microsoft Intune
- Defender for Office 365
- Power Automate
Endpoint & Device Mgmt
- Active Directory
- Group Policy (GPO)
- Microsoft Intune
- JAMF Pro (macOS)
- PDQ Deploy
- ManageEngine
- SCCM
- Workspace ONE
Backup & Recovery
- Veeam Backup
- Datto BCDR
- Acronis Cyber Protect
- Barracuda Backup
- Carbonite
- MSP360
- Axcient
- Commvault
Security & Antivirus
- SentinelOne
- CrowdStrike Falcon
- Sophos Endpoint
- Bitdefender GravityZone
- ESET Endpoint
- Malwarebytes
- Webroot
- Defender for Endpoint
Documentation & Passwords
- IT Glue
- Hudu
- Passportal
- LastPass Enterprise
- 1Password Business
- Keeper Security
- Bitwarden
- Confluence
VoIP & Communication
- Microsoft Teams
- Slack
- Zoom
- RingCentral
- 8x8
- Vonage
- 3CX Phone System
- GoTo Connect
Industry-Recognized Certifications
Our engineers hold relevant certifications for incident response support roles
CompTIA A+
CompTIA Network+
Microsoft 365 Certified: Fundamentals
ITIL Foundation
HDI Support Center Analyst
Microsoft Certified: Modern Desktop Administrator
How a Texas MSP Scaled from 45 to 85 Clients
Using 3 offshore incident responders over 18 months
The Problem
- •45 clients, 800 tickets/month, only 2 L1 techs
- •Couldn't hire fast enough - 4 month recruitment cycles
- •L2/L3 engineers stuck doing password resets
- •Response times: 45+ minutes, CSAT dropping
What They Did
- •Started with 1 offshore engineer (trial: 5 tickets)
- •Added 2 more over 18 months as they grew
- •Engineers handle L1-L2 tickets in ConnectWise
- •US techs focus on L3, projects, sales calls
Results After 18 Months
"Offshore engineers freed up our senior techs to sell more projects. We nearly doubled our client base in 18 months. Can't imagine going back."
— James K., CEO, Texas-based MSP
Why Choose Our Incident Responders?
The advantages of partnering with us for your incident response staffing needs
Rapid Deployment
Engineers onboarded in 48-72 hours with full training
Cost Effective
Save 40-50% vs. hiring full-time employees
100% White Label
Engineers work exclusively under your brand
Scalable
Scale up or down based on ticket volume and needs
24/7 Available
Flexible coverage options including around-the-clock
2+ Years MSP Experience
All engineers have minimum 2 years in MSP or enterprise
Certified
Industry certifications including A+, ITIL, M365
Continuous Training
Ongoing training on new tools and technologies
Frequently Asked Questions
Our incident responders have a minimum of 2 years of hands-on experience in MSP or enterprise environments. All engineers are pre-screened, technically vetted, and maintain customer satisfaction scores averaging 4.7/5 CSAT.
1-2 weeks for most L3 incident responders. Here's the exact timeline:
- Day 1: Kickoff call - we learn your tools, processes, client types
- Day 3-5: We show you 2-3 pre-vetted candidates via Zoom. You interview them.
- Day 6: You pick your favorite. We make the offer.
- Day 7-9: Engineer trains on YOUR ConnectWise/Autotask/RMM tools
- Day 10-14: Engineer starts! First 3 days: shadowing your team (if available)
- Week 2+: Engineer handling tickets independently in your queue
This is realistic because incident response requires forensics training and your specific IR playbook.
Yes, absolutely! This is 100% white label. Our engineers use your company email (john@yourmsp.com), follow your branding guidelines, use your ticketing system, and represent themselves as your employees to your clients. Your clients will never know you're using our services. They join Zoom calls as 'John from YourMSP' - never 'John from Medha.'
We offer flexible coverage options including 8x5, 12x5, extended hours, and 24/7/365 support. For 24/7 coverage, we provide shift coverage with multiple engineers rotating to maintain consistent CSAT scores around the clock. Pricing: Business hours (8x5) = base rate. Extended (12x5) = 1.5x. 24/7 = 3x.
Our engineers work daily in ConnectWise Manage, Autotask, Kaseya BMS, ServiceNow, Zendesk, Freshdesk, and other major PSA/ticketing systems. If you use a specialized system, we can train engineers on your platform within 3-5 days as part of onboarding.
30-day fit guarantee: If you're not satisfied within the first 30 days, we'll replace the engineer FREE. After 30 days, you can still request a replacement with 2 weeks notice. We want you to have the right person, not just any person. Average replacement rate: less than 8%.
Simple Contract Terms
No Annual Contracts
Month-to-month billing. No long-term lock-in.
30 Days Notice to Cancel
Need to scale down? Just give us 30 days notice.
30-Day Fit Guarantee
Not satisfied? We'll replace the engineer FREE within first 30 days.
5 Tickets or 30 Days Trial
Test us risk-free. Whichever comes first.
Scale Up or Down Anytime
Add engineers in 2 weeks. Remove with 30 days notice.
Security & Compliance
Background Checked
All engineers pass criminal background checks before hiring.
NDA Signed
Strict confidentiality agreements protect your client data.
SOC 2 Type II (In Progress)
Currently undergoing SOC 2 Type II certification audit.
HIPAA-Trained Available
Need HIPAA compliance? We have trained engineers ready.
Your Tools, Your Rules
Engineers follow YOUR security policies and access controls.
Why Choose Medha Cloud?
The white label staffing partner built specifically for US MSPs
MSP-Specific Expertise
We ONLY hire for MSPs. Our engineers are pre-trained on ConnectWise, Datto, Kaseya, RMM tools, and your PSA stack.
32 MSP partners
100% White Label
Engineers use YOUR email domain, YOUR Zoom name, YOUR company signature. Your clients never know we exist.
We stay invisible, you get the credit
No Hiring Headaches
Skip the 4-month recruitment cycle. We find, vet, and onboard engineers in 1-2 weeks.
100+ pre-vetted engineers ready to deploy
US Business Hours
Engineers work YOUR timezone (EST, CST, MST, PST). Available for live Zoom calls with your clients.
All US time zones covered
Transparent & Honest
Headquartered in Bangalore, India. We're upfront about our location because 4.7/5 CSAT scores speak louder than geography.
Founded 2014 • 10+ years serving MSPs
Risk-Free Trial
Try us with 5 tickets or 30 days (whichever comes first). Not satisfied? 30-day fit guarantee.
No contracts, cancel with 30 days notice
Join 32 US MSPs who've scaled profitably with Medha Cloud
Years in Business
Certified Engineers
MSP Partners
US States Served
Free Incident Response Skills Assessment Template
Download our 47-point skills assessment checklist for evaluating incident response engineer candidates (covers L1, L2, L3 competencies)
Ready to Scale Your Incident Response?
Partner with us for L1-3 incident responders who handle tickets in your PSA, work under your brand, and integrate with your team in 48-72 hours
Fast Onboarding
Get engineers with 2+ years MSP experience working on your tickets within 48-72 hours
Certified Experts
A+, Network+, ITIL certified engineers with 2+ years MSP experience
Cost Savings
Save 40-50% compared to hiring full-time in-house staff