Security · Partner / White-Label Delivery · 04
On-site technical support
On-site technical support provides vetted technical staff at a client location on a partner’s behalf, for the work that cannot be done remotely: physical security checks, equipment installation and replacement, console access to systems without remote management, witnessed procedures and support during audits, migrations and incidents. It is needed when a partner’s client is far from the partner’s staff, when a task requires physical presence, when a client requires on-site presence for regulatory or contractual reasons, or during an incident when remote access is unavailable or untrusted. The support produces scheduled, briefed and documented on-site work with the partner’s engineers directing remotely, and a record of what was done, by whom and with what result.
Scope
What the review covers.
- Task definition and the remote technical direction from the partner
- Scheduling, access and site requirements
- Vetting and briefing of on-site staff
- Execution with checklists, photographs and remote escalation
- Incident support: physical isolation, console access, evidence handling
- Completion record and handover
Deliverables
What you receive.
| Deliverable | Form |
|---|---|
| Visit plan | Tasks, schedule, access, requirements |
| On-site execution | Briefed staff with remote escalation to the partner |
| Visit record | What was done, evidence, issues, sign-off |
| Incident site support | Available on an agreed response basis |
Prerequisites
What we need from you.
- The task and the partner engineer who will direct it
- Client site contact, access process and any vetting requirement
- Equipment or materials, and who supplies them
Related
Where this sits.
By David Selakovic · Published 2026-10-16 · Revised 2026-10-16 · Reviewed every 180 days
Questions
Asked before engaging.
Can on-site staff act during an incident?
Yes: physical isolation of systems, console access and evidence handling under the direction of the incident coordinator and the partner’s engineers.
How quickly can someone be on site?
It depends on the location and the arrangement. Partners with a standing agreement have defined response commitments.
Do on-site staff represent the partner?
Yes. They work under the partner’s name and process, and the client relationship remains the partner’s.