Sanity-as-a-Service
On-demand engineering hours for MSPs that are stretched thin.
The Problem Every MSP Knows
Some months every engineer is fully utilized and the ticket queue still grows. Someone takes PTO and the help desk falls behind. A client migration runs long and everything else waits. You do not have a staffing problem, exactly. You have a capacity problem. Hiring another full-time engineer to cover the peaks doesn't pencil out. Neither does turning clients away or letting things slip.
Sanity-as-a-Service is the subscription answer to that problem. A reserved monthly block of senior MSP engineering hours, available when your team hits the wall, without the overhead of a hire, a contractor search, or a staffing agency.
I spent twelve years on the MSP side of the table. I know what a bad Tuesday looks like when two engineers are out, three clients have urgent tickets, and the person who owns the runbook is on vacation with spotty cell service. These situations are predictable. The solution doesn't have to be improvised every time.
Ticket Queue Relief
Drop into your PSA, work through the open queue, and close tickets. Whether it's a backlog that built up over a rough week or coverage while your team is pulled onto a project, the work gets done.
Help Desk Coverage
Need someone to hold down the help desk for a day, a week, or through a planned absence? Structured coverage means your clients get responses and your team doesn't return to a disaster.
Escalation Support
That ticket that's been sitting because no one has had time to dig into it. A configuration problem that needs a second set of eyes. Escalations that require focused attention rather than five-minute glances between other calls.
SaaS companies don't build a data center every time they need more compute. They subscribe to capacity. Your engineering overflow should work the same way.
What's Included
- A reserved monthly block of senior MSP engineering hours
- Ticket work, help desk coverage, escalation triage, and ad-hoc project support
- Access via your existing PSA or a lightweight shared intake process
- A brief monthly summary of hours used and work completed
- A standing check-in to align on the next month's likely needs
- No staffing agency fees, no onboarding overhead, no six-month minimums
Subscription Tiers
Choose the monthly hour block that matches your typical overflow volume. Plans are month-to-month after an initial 3-month commitment.
Buffer
- Ticket queue reviews and closures
- Brief escalation consults
- Ideal for small teams with occasional peaks
- Next-business-day scheduling
Steady
- Help desk coverage shifts
- Backlog reduction sprints
- Escalation triage and resolution
- Same-day scheduling available
Surge
- Extended coverage during planned absences
- Migration and project surge support
- Dedicated scheduling window each week
- Priority response for urgent escalations
Retainer
- Defined weekly availability windows
- Recurring coverage for predictable gaps
- Multi-month planning and coordination
- Tailored to your team's specific workflow
Who This Is For
- MSPs whose team is fully utilized but the ticket queue doesn't care
- MSPs with predictable busy cycles (quarter-end, PTO seasons, fiscal year rollovers) who want planned coverage rather than improvised scrambles
- MSPs that have lost a technician and need breathing room while they hire
- MSPs with a client base that occasionally demands more than the current headcount can deliver
- MSPs that want overflow capacity without the cost, risk, and ramp-up time of another hire
Common Questions
What kinds of tasks can I use these hours for?
Almost anything your engineers would handle on a normal day: reviewing and resolving open tickets, covering the help desk while someone is out, working through a backlog of escalations, assisting on a client migration, or lending a second set of eyes on a configuration problem. If it's something a senior MSP engineer can do, it's in scope. We agree on the specific tasks at the start of each engagement so there are no surprises.
Do unused hours roll over?
Hours do not roll over month to month. The subscription model works because it gives you reliable, reserved capacity rather than a balance to spend down. If you are consistently not using your hours, that is a conversation we should have about right-sizing your plan. Most MSPs find that the months they don't use them, they don't need them, and the months they do, they're very glad they're there.
How quickly can you be available when we need you?
Response time depends on the plan tier and how the request comes in. For planned work (covering a scheduled absence, working through a ticket queue), same-day or next-day scheduling is standard. For urgent escalations, availability varies and is something we establish at the start of the engagement. This is not a break-fix emergency hotline. It is structured overflow capacity for a team that knows its busy cycles and plans ahead.
Need compliance support too? Most MSP partners also draw on compliance and cybersecurity services for their clients. See everything available through the For MSPs page.