Capacity for the weeks
that don't look like the others
An engineer resigns. A client onboards forty users at once. Two people are on leave in the same fortnight and a migration is booked. Hiring for those weeks means carrying the cost for the other forty-eight. Buy the hours instead, and use them when they're needed.
No retainer
Pre-purchased hours, drawn against as you need them
48 hrs
Standard lead time to put an engineer on your board
12 mo
Validity on a block — unused hours don't expire in ninety days
L1–L3
Helpdesk through to cloud and infrastructure project work
Five situations this exists for
On-demand isn't a cheaper version of a managed desk. It's the answer to a specific problem:
work that is real, temporary, and impossible to hire for.
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A resignation you didn't plan for
Cover the board while you recruit properly, instead of hiring the first available candidate because the queue is on fire.
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Leave and holiday seasons
December, August and school holidays hit every MSP the same way. Pre-book the hours and your remaining engineers don't absorb the whole load.
Onboarding a large client
Documentation, agent deployment, user setup and the inevitable first-month ticket spike — without stalling everything else you'd committed to.
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A project that needs a specialist
A tenant-to-tenant migration, an Intune rollout or a firewall replacement where you need the skill for three weeks and not thereafter.
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A backlog you can't get under
Two hundred aged tickets nobody will ever get to. We take the backlog board specifically, work it down, and hand back a clean queue.
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Trying us before committing
Most of our retained clients started with a block. It's a reasonable way to see how we work without signing a twelve-month agreement first.
Engagement
How the blocks work
Hours are pre-purchased, drawn in fifteen-minute increments against tickets in your PSA, and reported weekly so you always know the balance. Rates on the current rate card — ask for it with a proposal.
Starter block
40 hours. For covering a single absence or testing how we work.
L1 and L2 helpdesk work
Business-hours delivery in your time zone
Two named engineers briefed on your estate
Weekly burn-down report
Valid for twelve months
Flex block
120 hours. For seasonal peaks, on boarding waves and backlog clearance.
Everything in Starter
L3 escalation and project work included
Out-of-hours and weekend draw permitted
Dedicated pod with a named lead
48-hour activation on request
Convertible into a retained desk at any point
Most taken
Project block
Scoped per engagement. For a defined piece of work with a defined end.
Fixed scope, written runbook, named outcome
Migration, rollout, upgrade or audit work
Weekend and overnight windows included
Project lead and progress channel
Handover documentation on completion
What we need before
an engineer touches anything
Ready to start in 48 hours
✓
PSA access with a named account and a defined board
✓
Documentation in IT Glue, Hudu or equivalent — even if it's imperfect
✓
A named contact on your side for escalation and sign-off
✓
Client list with tiers, SLAs and anything politically sensitive flagged
Where it takes longer
Worth knowing early
→
No documentation at all — we'll scope a discovery block first
→
Client contracts that prohibit offshore delivery
→
Environments carrying regulated personal data — see our scope note
→
Access approvals that need each end client's individual consent
Questions we get asked first
Do unused hours expire?
Blocks are valid for twelve months from purchase. If you buy for a December peak and only use half, the rest is there for August.
How are hours counted?
Fifteen-minute increments logged against tickets in your PSA, so you can audit every entry against work you can see. Briefing, standups and handover time aren't billed.
Can we convert to a retained desk?
Yes, and most clients do. Remaining block hours carry across as credit against the first invoices rather than being written off.
What if the work turns out to be bigger than the block?
We flag it when the burn rate says so, not at the point the hours run out. You then top up, rescope, or stop — your call, made with a week's notice.
Pairs with
Helpdesk Support
The retained version, once the
pattern is steady.
Weekend Support
Draw block hours against a cutover window.
Help Desk Coordinator
Someone to run the board while
you're short-staffed.
Project Delivery
Scoped work with a defined start
and finish.
Inputiv
Expert helpdesk & project support for MSPs across the US and Australia. SOC 2 Type 2 certified.
SOC 2 Type 2
✓
Security · Confidentiality · Availibility
Certified · Accorp Partners CPA LLC · Oct 2025