The fixed scope, in full
Four written outputs, three inputs from you, ten business days. Nothing on this page is negotiated per order, which is the only reason the price can be published.
Buy the First-Line Triage Pack
From US$1,200 · fixed scope
Fixed scope · Ten business days · No calls, ever
The four outputs
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.
What each one contains
| Output | Typical size | Format |
|---|---|---|
| Ticket-category taxonomy | 25–60 categories across your published tiers | Table, one row per category |
| Response template pack | 12–20 templates covering the recurring categories | Plain text, ready to paste into your platform |
| Escalation-rule sheet | One rule per category, with its trigger | Table, keyed to the taxonomy |
| Documentation-gap list | Ranked, usually 8–15 entries | Ordered list with the evidence for each rank |
Everything is delivered as a document you key in yourself. That is deliberate: it is why the pack works whatever platform you run, and why nothing has to be connected to anything.
What you send
- A link to your published support-tier or service-level page.Public. I can find it without you if you would rather I did.
- A link to your careers page, or the roles you currently have open.Public. It is the second half of the promise-versus-rota reading.
- Optional: a ticket-category summary exported from your platform.Improves the taxonomy considerably. Not required, and never a credential — a spreadsheet by email.
What I never ask for
- 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.
Turnaround
Ten business days from the day your inputs land. That is a target I am currently holding to and testing against the first orders, not a contractual commitment — and if a specific order will not make it, you are told on day one rather than on day ten. The terms say exactly what happens if it slips.
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