You sell. We deliver.Your clients only see you.
A clear operating model, a responsibility matrix agreed in week one, and go-live in 2–3 weeks.
Invisible from day one
Discovery & access
GDAP, PSA/RMM access, SLAs agreed
Shadow & runbooks
Client-specific runbooks built
Go live
Tickets under your brand
Review & scale
Monthly SLA & CSAT reports
Clear ownership: who does what
Responsibility matrix for a standard white-label engagement. Template — adjusted per partner during week-one discovery.
| Activity | Partner (you) | Z-Tech |
|---|---|---|
| Client relationship, sales & billing | A | — |
| Contracts, pricing & SLAs to end clients | A | C |
| Ticket intake in your PSA | R | R |
| L1/L2 resolution & M365 administration | C | R |
| Security baseline & patching | A | R |
| Migrations & projects | A | R |
| On-site / hardware dispatch | R | C |
| Monthly SLA & CSAT reporting | I | R |
Legend
- RResponsible — does the work
- AAccountable — owns the outcome
- CConsulted — input before action
- IInformed — kept up to date
Proposed RACI template — confirmed with each partner during Week 1 discovery.
What we set up together
Agreements
NDA, non-solicit and month-to-month service terms signed.
Access
GDAP least-privilege roles plus named PSA/RMM accounts with MFA.
Runbooks
Client-specific runbooks, escalation paths and VIP lists built in week two.
Brand identity
Your email domain, signature, phone greeting and ticket templates.
SLAs
Priority definitions and response targets agreed per partner.
Cadence
Monthly SLA report, quarterly business review, named contact.
Let's build your invisible team.
Start with a 30-minute scoping call and a free 5-ticket pilot. Month-to-month, no lock-in.