MSP Service Catalogue Design: What to Offer When Offshore Delivery Is in the Mix
Most MSPs design their service catalogue around a simple constraint: what can the local team realistically deliver. The offerings are shaped by local headcount, local working hours, and the operational ceiling of a small team that goes home at 6pm. The catalogue that results is functional for the client base the MSP serves today but is not designed to capture the market segments, the premium service tiers, or the competitive positioning that offshore delivery makes possible.
When offshore staffing enters the picture, the service catalogue needs to be redesigned from the delivery-out rather than the constraint-in. The question is no longer "what can we offer given our current capacity?" It is "given what we can now actually deliver — including genuine overnight coverage, scalable project capacity, and functions beyond technical helpdesk — what is the right catalogue to offer, and how should it be structured and priced?"
Getting this right matters because a misaligned service catalogue after an offshore hire is one of the most common ways MSPs undermonetise the capability improvement they have made. The offshore technician is delivering overnight tickets. The local team has more daytime capacity. The cost structure has improved. But none of that flows to revenue if the pricing and service definition still reflect a pre-offshore operation.
The Tier Structure That Works With Offshore Delivery
The dominant service catalogue structure in the MSP market in 2026 is the three-tier model — Bronze, Silver, and Gold in the most common naming convention — where each tier bundles defined services at a defined per-user price. As Flamingo's August 2026 MSP Pricing Models Playbook documents, typical 2026 tier ranges sit at $80–$120 per user per month for Bronze, $140–$200 for Silver, and $220–$350 for Gold, with the top tier typically adding 24/7 coverage, security operations, vCIO time, and faster SLAs. The tier model works because it anchors price comparison — the Gold tier raises the perceived value of Silver, which most clients land on — and moves the sales conversation from "how much" to "which level."
For MSPs without offshore delivery, the Gold tier is theoretically available but practically hollow: 24/7 coverage cannot be credibly committed to when overnight coverage means an owner's on-call phone. The Silver tier becomes the effective ceiling of what the MSP can genuinely deliver. With offshore delivery, the Gold tier becomes real — and the entire three-tier architecture becomes commercially viable in a way it was not before.
The tier definitions below represent the offshore-enabled version of the standard three-tier model. They are a framework to adapt, not a prescription to copy verbatim — the specific services included in each tier should reflect your client base, your existing tooling, and the service lines you actually deliver.
Bronze — Essential Coverage. This is the entry tier for price-sensitive SMBs who need managed IT basics without the premium of full coverage. Business-hours helpdesk (typically 8am–6pm local time), endpoint monitoring and patching, basic Microsoft 365 management, and a defined response time SLA for business-hours tickets. Delivery is handled by the local team during business hours, with no offshore overnight component required at this tier. The Bronze tier is priced to be accessible — $85–$120 per user per month in the US market — and is the conversation starter for clients who grow into Silver.
Silver — Business-Ready Support. The mid-tier that most established SMB clients land on. Includes everything in Bronze plus extended coverage hours (typically 7am–9pm local time via an end-of-day offshore overlap), faster SLA commitments, Microsoft 365 and Azure administration, backup monitoring, basic security tooling (EDR, email filtering), and quarterly business reviews. The offshore technician's end-of-day shift provides the extended hours coverage that separates Silver from Bronze without requiring local overtime. Priced at $145–$195 per user per month.
Gold — Full Managed Operations. The premium tier that offshore delivery makes genuinely deliverable. Everything in Silver plus genuine 24/7 helpdesk coverage staffed by the offshore technician during the overnight window, NOC monitoring of client environments through the night, advanced security (SIEM alerting, vulnerability scanning, security awareness training), vCIO quarterly advisory sessions, and priority SLAs with defined overnight response commitments. This tier is where the offshore investment pays back most directly in revenue — the 24/7 coverage that costs $8,000–$14,000 annually in offshore staffing enables a 30–50% per-user price premium over Silver that, across even a handful of Gold clients, more than covers the staffing cost.
Flexpoint's tiered pricing guide articulates why this tier structure works operationally as well as commercially: service delivery teams know precisely what to provide at each level, which reduces miscommunication and overservicing. The Gold tier that includes overnight coverage has a defined delivery commitment — the offshore technician is on shift — rather than a vague promise that someone will respond.
The Service Lines That Offshore Delivery Unlocks Beyond the Tier Structure
Beyond the three-tier core, offshore staffing enables specific service line additions that were previously impractical for small MSPs either because of cost or because of the local team bandwidth they would consume.
Overnight NOC monitoring as a standalone or Gold add-on. Clients who do not need full Gold managed services but who operate systems that require overnight monitoring — manufacturing environments, healthcare practices with overnight clinical staff, multi-location businesses — can be offered a dedicated overnight NOC monitoring service. The Filipino NOC analyst monitors RMM alerts during the overnight window, triages, remediates within scope, and escalates as needed. Priced as a per-device monthly fee ($8–$15 per device depending on environment complexity) or as a flat monthly fee for defined environments, this service generates MRR that the local team's business-hours coverage could never have produced.
Managed cloud services as a project-plus-subscription model. The offshore project engineer who executes Azure or Microsoft 365 migrations also enables a managed cloud services add-on: ongoing Azure environment management, licence optimisation, backup verification, and monthly reporting. Delivered by the same engineer who built the environment, this creates a recurring revenue stream attached to project work that would otherwise generate one-time billing. The Worksent analysis of MSP offshore service lines identifies managed cloud and NOC as the fastest-growing offshore service delivery categories for MSPs in 2026 — not coincidentally, these are the functions where the time zone and cost advantages of Filipino offshore staffing are most pronounced.
Compliance and documentation services for regulated-industry clients. Healthcare, financial services, and legal clients who need ongoing compliance documentation support — audit evidence maintenance, policy review scheduling, HIPAA or SOC 2 control monitoring — represent a service line that offshore staff are well-positioned to deliver at a price point SMB clients can sustain. A Filipino compliance coordinator maintaining the documentation infrastructure for three to five healthcare clients generates MRR that a local hire at local rates would make unprofitable.
The Catalogue Mistake That Costs MSPs After an Offshore Hire
The most common service catalogue error after adding offshore delivery is not updating the catalogue at all. The offshore technician comes online, overnight tickets are handled, the local team breathes easier — and the pricing and service definitions remain exactly what they were before. The improved delivery capability exists but is not monetised because no new tier or service line captures it.
Flamingo's pricing playbook is direct about the consequence: pricing is not a one-time exercise, and failure to review tier definitions every six to twelve months produces tiers that no longer reflect delivery reality — either tiers too close together that clients demand Gold at Silver prices, or tiers too far apart that leave gaps clients fall through. The offshore hire creates a delivery reality change that needs to be reflected in the catalogue within the next contract renewal cycle, not left for a future review.
The right sequencing is to redesign the catalogue when the offshore engagement is operational and the delivery capability is confirmed — not before — and to introduce the new tier structure through new client acquisitions first, then through upgrade conversations with existing clients at their natural renewal points.
| Tier | Coverage Hours | Key Services Included | Offshore Component | US Price Range (per user/month) |
|---|---|---|---|---|
| Bronze | Business hours (8am–6pm local) | Helpdesk, monitoring, patching, M365 basics, standard SLA | None required at this tier | $85–$120 |
| Silver | Extended hours (7am–9pm local) | Everything in Bronze plus Azure/M365 admin, backup monitoring, EDR, email filtering, QBRs | Offshore end-of-day overlap provides extended hours coverage | $145–$195 |
| Gold | 24/7 staffed coverage | Everything in Silver plus overnight helpdesk, NOC monitoring, SIEM alerting, vulnerability scanning, vCISO advisory, priority SLAs | Offshore overnight technician and NOC analyst provide 24/7 staffed coverage | $220–$340 |
| Overnight NOC add-on | Overnight only (staffed per Manila shift) | RMM alert monitoring, triage, within-scope remediation, escalation | Filipino NOC analyst on Manila day shift | $8–$15 per device/month |
| Managed cloud add-on | Business hours (with async offshore) | Azure environment management, licence optimisation, backup verification, monthly reporting | Offshore project engineer handles environment management tasks | $500–$1,500/month per environment |
How to Introduce the New Catalogue Without Disrupting Existing Relationships
The service catalogue redesign does not require renegotiating every existing agreement simultaneously. The practical sequence that minimises disruption while capturing the new capability commercially is: introduce the Gold tier to new client prospects immediately, offer Silver-to-Gold upgrade conversations at existing client QBRs where the 24/7 capability is genuinely relevant, and allow Bronze and Silver clients on current agreements to remain as-is until natural renewal — at which point the new tier definitions apply.
Flamingo's pricing playbook notes that a rate increase paired with a genuine scope upgrade — 24/7 coverage added to an existing Silver agreement, for example — reframes the conversation from "you cost more" to "you get more." The middle 70% of clients accept this framing without pushback if the value story is honest and the new scope is real. The offshore overnight coverage makes the value story real in a way that a rate increase alone cannot.
For MSPs wanting to understand how the specific tier structure and add-on services should be designed for their particular client base and local market, the Konnect guide on co-managed IT pricing models and profitable partnership structures covers the pricing design principles in depth, including the modular and tier-based approaches that work best in different client portfolio configurations.
The service catalogue is the commercial expression of what your MSP can deliver. When offshore delivery changes what you can deliver, the catalogue needs to change too — not eventually, but in the next quarter.
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We work with MSP owners on the full commercial picture — delivery model, catalogue design, and pricing structure — so the offshore engagement produces the revenue outcome it should from day one.
About the Author
Vilbert Fermin is the founder of Konnect, a remote staffing company connecting North American and Australian businesses with top Filipino talent. With deep expertise in IT support and remote team management, Vilbert helps MSPs access skilled technical professionals without the overhead of full-time domestic IT staff. His mission is to showcase Filipino excellence while helping businesses stay protected, productive, and competitive through strategic remote staffing.
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