Most IT providers can fix almost anything remotely. The problem starts when a client opens a site in a city or country where you have no engineers: a failed disk, a new office, a network swap. Hiring for every location doesn’t pay, and turning the work down hands the client to a competitor. Subcontracting the onsite part is how most growing providers close that gap.
Three ways to cover sites you can’t reach
- Hire locally: full control, but slow and expensive, and only worth it with steady volume in one place.
- Ask the client’s own staff: cheap, but unreliable and outside your SLA.
- Subcontract to a field services partner: an engineer dispatched per ticket, by the day or on a monthly contract, managed by the partner and working to your process.
What white label field services mean
In a white label arrangement the engineer attends as part of your team: your ticket references, your client’s site rules and your report format. The partner never sells to your client or discusses pricing or scope. You keep the relationship, the remote support and the margin. More on how this works on our white label IT field services page.
Contract points to agree up front
- Response tiers per country and city (4-hour, same business day, next business day, scheduled).
- How tickets are raised and confirmed, and who the escalation contact is.
- Rates: per ticket, per day or monthly, with travel and out-of-hours rules.
- Reporting: photos, serials and work notes, and how fast they arrive.
- Confidentiality, non-solicitation of your client, and liability insurance.
Mistakes to avoid
Selling a 4-hour SLA in a country where the partner only offers next business day; skipping a pilot ticket; letting engineers contact the end client directly; and agreeing rates before you know the partner’s minimum billing and travel charges. Check where a partner really has engineers, for example on our global coverage page.
Questions to ask a field services partner
- Which countries and cities do your own engineers cover, and at which response tier?
- Are engineers employees, contractors or subcontractors, and how are they vetted?
- What happens if an engineer is late, a fix needs parts or a second visit is needed?
- What does a visit report include, and when do we get it?
- Can you sign our NDA and work under our ticket references?
Start with one pilot ticket
The fastest way to judge a partner is one real ticket: arrival time, communication and the quality of the report tell you more than any proposal. See how field engineer dispatch works, or become a partner.
Frequently asked questions
What is white label field service?
An onsite engineer supplied by a partner who attends as part of your team, using your ticket references and report format, while you keep the client relationship.
Will my client know I subcontract?
Not if the partner works white label: engineers introduce themselves as your team and refer every commercial question back to you.
How much notice does a field services partner need?
Same business day or next business day for break/fix, and a few days for scheduled installs and rollouts.
Need engineers where you have none?
We supply onsite engineers in 50+ countries, under your brand.
Become a partner