Your service tiers, turned into a first-line triage system.
We read the support pages you already publish and write the ticket taxonomy, reply templates and escalation rules your first line is missing. Ten business days. No calls.
Buy the First-Line Triage Pack
From US$1,200 · fixed scope
Fixed scope · Ten business days · No calls, ever
The observable problem
Two pages on your own website disagree with each other
You promise a response time on one page and leave first line to guess what it may close on the next.
What you publish to clients
“Priority 1 incidents acknowledged within 15 minutes. All other tickets responded to within 1 business hour.”
Response-time commitment, quoted from a provider’s own published support page.
What the same site says first line may close
| Tier | What it covers |
|---|---|
| Essential | Remote helpdesk support |
| Managed | Remote helpdesk support, monitoring |
| Complete | Remote helpdesk support, monitoring, on-site |
The tier table names what is sold. It never names what first line is allowed to close.
The commitment is specific to the minute. The tier table is not specific at all. Between them sits an unwritten decision that every first-line engineer makes several times an hour, alone, from memory — and the cost of getting it wrong lands on the escalation engineers who were meant to be doing project work.
What that costs
An untriaged category is a monthly invoice you never see
US$6–40
The price of a single ticket as a unit of work.Source: outsourced help-desk providers’ own published per-ticket price pages, 2026.
10–14
Tickets closed per first-line engineer per working day.Source: published service-desk productivity figures for small-business helpdesks, 2026.
Take one recurring category nobody has written a rule for — mailbox delegation requests, say — running at three tickets a day. At the middle of that price range, twenty working days a month, that single undocumented category is costing roughly US$1,400 a month in work that is being done twice: once by first line guessing, once by whoever it lands on afterwards. Arithmetic: 3 tickets/day × 20 days × US$23 mid-range = US$1,380/month.
The pack costs less than one month of one category.
What you get
Four written outputs. Not a slide deck, not a workshop.
Ticket-category taxonomy
Your ticket categories mapped onto the tiers you already publish, written so you key it into whatever platform you already run.
PRN-02 · Print queue stalled, single user — Tier 1 · close at first line · no approval required
First-line response template pack
Pre-written replies covering the recurring categories in that taxonomy, in your own published service language.
"Thanks — I can see the queue on your machine has stalled. I am clearing it now and will confirm within your one-hour response window."
Escalation-rule sheet
Keyed to the same taxonomy: for each category, what first line closes, what it escalates, and on what trigger.
NET-04 · Site-wide connectivity loss — escalate immediately on second affected user; do not attempt first-line diagnosis.
Ranked documentation-gap list
Ordered by how often the taxonomy shows a category recurring with no written procedure behind it.
1. Mailbox delegation requests — 4th most frequent category, no written procedure, no named approver.
Each card carries a two-line extract from the redacted worked example. Read the worked example in full.
How it works
Four steps, ten business days, nothing installed
- Pay on the hosted checkout.Day 0 — card details never touch this site.
- Send three links by email: your support-tier page, your careers page, and optionally a ticket-category export.Day 0 to 1 — about ten minutes of your time, in total.
- Receive the pack: taxonomy, templates, escalation rules, gap list.Day 10 — ten business days from the day your inputs land.
- Ask for one round of revisions, in writing.Within 14 days of delivery.
Why there are no calls
Everything is in writing, and that is the point
Every input to this product is a page you have already published, so a conversation would tell me nothing I cannot already read. Removing the call removes scheduling, time zones and an hourly rate from a price that is deliberately fixed and low — which is how a written system costs less than a fortnight of the problem it fixes.
What you get instead is a scope, a price and a complete worked example you can read at eleven at night without booking anything.
Price
One fixed price, published
US$1,200–2,400
Priced on the number of service tiers you publish and the number of ticket categories in scope. Most desks in the ten-to-forty-nine band land at the lower end.
Included
- A ticket-category taxonomy mapped onto the service tiers you already publish.
- A first-line response template pack written in your own published service language.
- An escalation-rule sheet giving every category a close-or-escalate rule and a trigger.
- A ranked documentation-gap list, ordered by how often an untriaged category recurs.
- One round of revisions, in writing, within fourteen days of delivery.
Not included
- Calls of every kind — no voice, no video, no meeting, no workshop, no live session, at any point.
- Credentials — no password, API key, token or login is requested, accepted or held.
- System access — nothing is opened, operated or worked inside on your behalf.
- Platform integrations — nothing is installed or connected to your PSA, RMM, documentation or ticketing platform.
If the pack you receive does not match the four outputs listed on this page, say so within seven days and you are refunded in full.
Buy the First-Line Triage Pack
From US$1,200 · fixed scope
Questions
Frequently asked questions
Can we get on a quick call first?
No — and it is not a policy I bend for a bigger order, so it is worth explaining rather than deflecting. Everything Firstline Desk sells is a written artefact built from pages you have already published, so a conversation would not tell me anything I cannot already read, and it would add scheduling, time zones and my hourly cost to a price that is deliberately fixed and low.
What replaces it is better than a conversation for you: the full scope is on this site, the price is on this site, a complete worked example is on this site, and before you pay anything I will send you a free map of your own published ticket categories with the ones that have no rule behind them marked. Reply to this email with anything you want clarified and you will have a written answer, in detail, the same working day.
Do you need access to our PSA, RMM or ticketing system?
No. No credential, API key, token or login is requested, accepted or held at any point, and nothing is installed or connected to any system you run. The pack is a document you key in yourself, which is also why it works regardless of which platform you are on.
The three things I need are all public or already in your possession: your support-tier page, your careers page, and — optionally — a ticket-category summary you export and email across.
What exactly arrives, and when?
Four written outputs: a ticket-category taxonomy mapped onto the tiers you already publish, a first-line response template pack in your own published service language, an escalation-rule sheet saying for each category what first line closes and what it escalates and on what trigger, and a ranked documentation-gap list.
Ten business days from the day your inputs land. Ten days is the target I am currently holding to, and I will tell you on day one if a specific order will not make it, rather than letting the date pass quietly.
Is this written by AI?
It is written by one person working with AI, and the split is worth being honest about: the AI does the reading and the first drafting across your published pages, and I do the judgement about what your first line should be allowed to close, which is the part you are actually paying for.
You are not buying a generated document — you are buying a specific set of decisions about your desk, written down. If that distinction does not sound like it is worth US$1,200 to you, the worked example is the fastest way to settle it.
We are a 12-person MSP. Is this sized for us?
Yes — ten to forty-nine people is exactly the band this is built for. Below ten there is usually no first-line layer distinct from the engineers, so there is nothing for a triage taxonomy to sit on top of. Above fifty you generally have a service delivery function that already owns this and would want it built in-house.
In between is where the promise gets made to clients but the process behind it never gets written down.
What if we already have some of this documented?
Then say so in your reply and send what you have; the pack is built to extend an existing taxonomy rather than to replace it, and the ranked documentation-gap list becomes considerably more useful when it can be measured against what already exists.
The price does not change — the scope is fixed either way — but the output is better, and that is the honest reason to send it.
We turn the service tiers an MSP already publishes into a written first-line triage system — taxonomy, replies, escalation rules — delivered in ten business days without a single call.
Buy the First-Line Triage Pack
From US$1,200 · fixed scope
Fixed scope · Ten business days · No calls, ever