What full-time IT coverage is
Full-time IT coverage gives you a covered IT seat: a full-time helpdesk and IT support position that works on your systems, in your tools, for the hours you choose. You pay a fixed monthly fee for the seat, and TechSupport One makes sure it is staffed. You are not hiring one freelancer or a lone virtual assistant. You are buying coverage from an IT company that has supported businesses since 2002, with more than 1,500 clients and 3,000+ sites served.
We cover the seat with trained IT people from our team in the Philippines, supervised by a team lead and backed by engineers. If someone is sick, on leave or moves on, the seat stays covered. A company does not resign.
Who it is for
- Small and mid-sized businesses in the US, Canada, the UK, Europe and Australia that need a reliable helpdesk and day-to-day IT support but do not want the cost of a full in-house IT department.
- Growing teams that have outgrown "the person who is good with computers" and need tickets answered, accounts managed and problems escalated properly.
- Managed service providers (MSPs) that need after-hours or overflow cover. We work white-label: we answer under your brand, work inside your ticketing and remote tools, and escalate the way you tell us to.
- Companies with offices or stores in the Philippines that also need hands-on work, which our onsite teams in Manila, Cebu, Iloilo and Davao can add.
What a covered seat does
A covered seat handles the everyday IT work that keeps your people productive. Typical tasks include:
- Helpdesk tickets (L1 and L2): logging, triaging, answering and closing tickets in your ticketing system, by email, chat or phone.
- User accounts: new starters and leavers, password resets, mailbox and group changes, licence assignments.
- Email and collaboration: mailbox issues, shared calendars, distribution lists and access problems.
- Laptops, desktops and printers: remote troubleshooting, software installs and updates, printer and peripheral issues.
- Software issues: business applications, browsers, office suites and line-of-business tools.
- Networks and connectivity: VPN access, Wi-Fi and internet issues, first-line network checks before escalation.
- Servers and systems: routine checks and escalation to our engineers for managed IT work such as network and server management, VPN and security solutions, and mail and web server support.
- Documentation: keeping notes, procedures and handovers in your tools, so knowledge stays with your business.
Bigger projects, such as a new website or a system implementation (POS, accounting, inventory, purchasing and billing), are quoted separately before any work starts.
How coverage works
Shifts. A one-shift seat covers one 8-hour shift in your time zone, for example your business day in New York, London or Sydney. A 24/7 seat covers the same position around the clock, every day, across consecutive shifts.
Team backup. The seat is covered by our team, not by a single individual. You should not expect the same person on every shift. Shift handovers, absences and turnover are handled by us, so the work continues.
Team lead and engineers. Each seat sits inside a supervised team. A team lead oversees quality and escalations, and you get direct access to our engineers when an issue goes beyond the helpdesk.
No single point of failure. With a lone VA or one in-house hire, a sick day or a resignation leaves you with nobody. With a covered seat, coverage is our responsibility, and knowledge is kept in your tools and our handover notes rather than in one person's head.
Simple monthly pricing
A full IT company behind every seat, priced close to a virtual assistant. All prices in US dollars per month, excluding VAT. Minimum term 3 months, paid in advance.
One seat, one shift
US$999 per month
One seat covered for one 8-hour shift in your time zone, backed by our team and engineers.
One seat covered 24/7
US$3,999 per month
Your seat is covered around the clock, every day, with shift handovers and team backup handled by us.
Prices are in US dollars per month, excluding VAT. The minimum term is 3 months, paid in advance. The price includes the covered seat, team backup, supervision and escalation to our engineers.
VA vs TechSupport.Ph vs big BPO
| Virtual assistant | TechSupport.Ph (TechSupport One) | Big BPO / call center | |
|---|---|---|---|
| Focus | General admin, some IT | IT specialists: helpdesk, managed IT, web and systems | Large-scale customer service across many industries |
| Who covers the seat | One individual | Our team, with backup, team lead and engineers | Large agent pools |
| Sick days and turnover | You are left without cover | Seat stays covered by our team | Covered, terms vary by contract |
| Escalation | Limited | Direct access to our engineers | Tiered, often through account managers |
| 24/7 | Rarely | Yes, US$3,999 per month for one seat | Yes, usually at volume |
| Typical fit | Very small, simple needs | SMBs and MSPs wanting IT coverage priced close to a VA | Enterprises with high contact volume |
| Price | Low | From US$999 per month per seat | Varies by contract and volume |
For a deeper comparison, read our guide to offshore IT support in the Philippines.
Onboarding steps
- Book a call. Tell us what your users need, your hours and your tools.
- Scope and proposal. We agree the scope, hours and service levels up front, and send a proposal with a fixed monthly fee.
- Access and setup. You give us access to your ticketing, remote and admin tools under your own access controls. We document your procedures and escalation rules.
- Go live. The seat starts covering your shift. Reporting and escalation run through your existing tools where possible.
- Review and grow. We review the work with you and add shifts or seats as you need them.
See how it works for more detail.
Tools and security
- Your tools, your rules. We work inside your ticketing and remote tools and follow your escalation rules, so you keep visibility and control.
- NDAs. We sign NDAs before onboarding.
- Your access controls. Access is granted by you and can be changed or removed by you at any time.
- Data privacy. We comply with the Philippine Data Privacy Act of 2012. See our privacy policy.
- Trained people. Our personnel are constantly trained and kept up to date.
Trusted by international brands
Since 2002 we have served more than 1,500 clients and 3,000+ sites, including:
Frequently asked questions
Will the same person work every shift?
Not necessarily. You buy a covered seat, not a named individual. Our team covers the seat across shifts, absences and turnover, with a team lead overseeing quality and handovers.
How much does full-time IT coverage cost?
One seat on one 8-hour shift is US$999 per month, and one seat covered 24/7 is US$3,999 per month, excluding VAT. The minimum term is 3 months, paid in advance.
What happens if someone is sick or leaves?
The seat stays covered. Backup comes from our team, so you do not lose support when one person is away or moves on.
Can MSPs use this as a white-label helpdesk?
Yes. We answer under your brand, work inside your ticketing and remote tools, and escalate the way you define, as after-hours or overflow cover.
How is this different from hiring a virtual assistant?
A VA is one person. A covered seat is backed by an IT company with a team lead, backup staff and direct access to engineers, priced close to a VA.
Can we start with one seat and grow?
Yes. Start with one seat on one shift, then add shifts, 24/7 coverage or more seats as you grow. The minimum term is 3 months.
Which time zones do you cover?
Any. A one-shift seat covers one 8-hour shift in your time zone, whether you are in the US, Canada, the UK, Europe or Australia. A 24/7 seat covers every hour of every day.