Most MSPs won’t tell you this, but a lot of them send your IT support calls halfway around the world.
They outsource their helpdesk, NOC, and engineering to offshore contract shops in places like India and the Philippines — because it’s cheap.
I tried it once.
Twelve years ago, I handed over part of my support operations to an overseas provider. It was one of the worst business decisions I’ve ever made — slow security responses, poor troubleshooting, and engineers who treated my customers like they were just another ticket in the queue.
That experience shaped how TEKZYS operates today — and why I will never send your IT support external offshore organizations that I have no control over.
My First-Hand Experience with Offshore Support
When I tested offshore services, I found that the helpdesk technicians rarely solved problems directly. Instead, they pointed end users to online resources and left them to fix the issue themselves.
Security incident response was equally concerning — too slow, which allowed threats to spread beyond the initial point of compromise. Engineering support was sluggish, lacked creativity, and often failed to propose robust long-term solutions.
These offshore technicians were juggling work for many different organizations at once. Supervising them was nearly impossible. If I wanted to improve service, I had to file a formal customer complaint. But these complaints rarely resulted in real change due to the limited contractual control MSPs have over offshore teams.
Building a Better NOC — The TEKZYS Way
After that experience, I invested years into developing a fully in-house NOC service that operates without the traditional “tiered” support system. Every customer gets immediate, knowledgeable assistance from technicians who can resolve issues from start to finish.
Our system is efficient, consistent, and deeply integrated with our customers’ environments. We don’t hand you off. We don’t say “that’s not my department.” We own the problem until it’s solved.
Why We Cost More — And Why That’s Worth It
I won’t deny it: our prices are higher than MSPs who outsource to offshore providers. But our customers aren’t looking for the cheapest option.
They are organizations that:
- Have already experienced poor service or breaches from outsourced support.
- Operate in industries where compliance and security are non-negotiable.
- Value having the same familiar team who knows their infrastructure inside and out.
We respond within minutes — not hours. We engineer solutions thoughtfully, not hastily. And we’re here 24/7, with no faceless contractors halfway around the world.
The Bottom Line
Outsourcing may look good on a spreadsheet, but it often comes at the expense of service quality, security, and customer trust. My commitment is to provide fast, thoughtful, and personal support — the kind you can’t get from a call center thousands of miles away.
When you call TEKZYS, you get us. The people who know you, your business, and your systems — and who are here to keep them running securely and efficiently.