Global Mentoring Solutions
Global Mentoring Solutions is a North American-based outsourced help desk and technical support company that delivers white-labeled 24/7 phone, chat, and email support through channel partners in the Telco/ISP, MSP, Education, and OEM/ISV verticals, supporting over 1.2 million end users.
- Company typePrivate
- Founded2000
- HeadquartersMarkham, Canada
- Headcount51–100
- GTM typeB2B
- OfferingServices
What Global Mentoring Solutions does
Global Mentoring Solutions Inc. (GMS), now operating as Sherweb Helpdesk following its 2021 acquisition by Sherweb, is a North American-based outsourced help desk and technical support services company headquartered in Unionville, Ontario, Canada. Founded in 2000, GMS provides 24/7 white-labeled technical support across phone, chat, and email channels to channel partners in four primary verticals: Telecommunications/ISP providers, Managed Service Providers (MSPs), Educational Institutions/eLearning platforms, and Software/Hardware OEMs and ISVs. The company supports over 1.2 million residential and SMB end users and serves as a seamless extension of its partners' support infrastructure, operating entirely under the partner's brand. All GMS agents are full-time employees based in the US and Canada, averaging 20+ technical certifications each.
GMS's service portfolio is anchored by its core Outsourced Help Desk offering and segmented into specialized modules: MSP Help Desk (marketed under the GMS Live Expert sub-brand), Telco Support, Educational Support, and Product Support. The technology stack is built around proprietary assets including a custom chat engine with a unique one-button 'call me now' escalation capability, and the Help Desk Connector — an integration technology enabling tight coupling with mainstream PSA and ticketing platforms such as Salesforce, Autotask, and ConnectWise. These proprietary tools, combined with operational metrics including sub 10-second chat connection times, 80% sub 60-second answer rates, and +95% first call resolution, underpin the company's SLA delivery and quality positioning.
The business model is built on recurring subscription and usage-based pricing, with flexible billing options including per seat (user or device), per call, and per minute structures. Distribution is exclusively indirect: GMS delivers all services through reseller channel partners, with end customers interacting with agents who identify as the partner's brand. Customer acquisition is driven primarily through channel partner referrals. The company was acquired by Sherweb, a cloud services distributor, in 2021 and now operates as Sherweb Helpdesk while retaining the GMS brand for certain products including the GMS Live Expert MSP offering.
Global Mentoring Solutions firmographics
Firmographics- Name
- Global Mentoring Solutions
- Legal name
- Global Mentoring Solutions Inc.
- Website
- https://globalmentoring.com
- Company type
- Private
- Founded year
- 2000
- Operating status
- Acquired
- Headcount range
- 51–100 employees
- Short description
- Global Mentoring Solutions is a North American-based outsourced help desk and technical support company that delivers white-labeled 24/7 phone, chat, and email support through channel partners in the Telco/ISP, MSP, Education, and OEM/ISV verticals, supporting over 1.2 million end users.
- Ownership category
- akta.pro rank
Global Mentoring Solutions industry classification
Industry- Product category
- Outsourced Technical Support Services
- NAICS
- Business Service Centers (56143), Educational Services (611)
- SIC
- Services-Help Supply Services (7363), Services-Management Services (8741)
- akta.pro primary industry
- Mentoring, Coaching, Alumni Networking & Peer Support Platforms (EDAFAMAN)
- akta.pro secondary industry
- Career & Employability Integration Support (Work Culture, Networking, Job Readiness) (EDAIAKAH)
Keywords
Where Global Mentoring Solutions is headquartered
LocationHeadquarters
- HQ city
- Markham
- HQ country
- Canada
- HQ region
- North America
Offices1 record
Markets served
Global Mentoring Solutions business model
Business model- GTM type
- B2B
- Offering type
- Services
Revenue model
- Outsourced Help Desk Services: GMS provides outsourced help desk services on a monthly subscription basis, billing for time spent by agents communicating with end users, solving problems and answering questions. Flexible billing structures include per seat (user or device), per call, or per minute basis.
- Outsourced Help Desk Services - Usage-based: Flexible billing options where GMS charges based on actual usage — either per user/seat, per call, or per minute of support provided. This allows scaling costs proportional to support demand.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Per seat | Monthly | Per Seat (per user or device) monthly subscription |
| Usage-based | Pay-as-you-go | Per Call billing |
| Usage-based | Pay-as-you-go | Per Minute billing |
| Subscription | Monthly | Monthly subscription billing |
Go-to-market motion2 records
Distribution channels1 record
Marketing channels1 record
Global Mentoring Solutions product offering
Product offeringCore offering
Global Mentoring Solutions provides 24/7 outsourced technical help desk and customer support services delivered by 100% North American-based (US and Canada) full-time agents. Services are white-labeled under partner brands and offered through reseller channel partners serving telecommunications/ISP providers, managed service providers (MSPs), educational institutions, and software/hardware OEMs. Support is delivered via phone, chat, and email with proprietary integration to partner PSA/ticket systems.
Product overview
Global Mentoring Solutions (now Sherweb Helpdesk) offers a unified portfolio of outsourced help desk and technical support services. The core offering is the Outsourced Help Desk, supported by specialized service modules including MSP Help Desk (branded as GMS Live Expert), Telco Support, Educational Support, and Product Support. The company leverages proprietary technology including the Help Desk Connector for PSA integration and a custom chat engine. All services are white-labeled, delivered exclusively by North American-based agents (100% US and Canada), and available 24/7 across phone, chat, and email channels.
Differentiator
Problem solved
Functional benefit
Brands
- GMS Live Expert: A product brand providing outsourced help desk services for Managed Service Providers (MSPs), offering 24/7 phone, chat and email support under white-labeled branding.
Products and services
- Outsourced Help Desk Core 24/7 outsourced technical help desk service for reseller channel partners, providing North American-based agents who deliver white-labeled expert troubleshooting and customer support via phone, chat, and email. Serves Telco/ISP, MSP, educational, and OEM clients.
- MSP Help Desk (GMS Live Expert) Dedicated outsourced help desk for Managed Service Providers, branded as GMS Live Expert. Provides 24/7 phone, chat, and email Tier 1 support as a seamless white-labeled extension of the MSP's own service team, with agents averaging 20+ certifications each.
- Telco Support Premium white-labeled technical support service for telecommunications and ISP clients, providing 24/7 live chat and inbound technical support to residential and small business customers. Includes proactive monthly health checks, system tune-ups, and concierge sales services. Maintains minimum 80% sub-60-second answer rate and +95% first call resolution.
- Educational Support Live learning assistance and instant support service for students and end users of eLearning programs. Provides 24/7 chat support with North American-based mentors featuring simultaneous screen sharing, session transcripts, and supplemental email and phone support.
- Product Support White-labeled Level 1 and Level 2 customer support for software and hardware product companies (OEMs and ISVs). Delivered via phone, chat, and email and includes installation/configuration support, registration, password resets, troubleshooting, and internet connectivity support.
Quantifiable outcome
- Average sub 10 second connection rate for live chat support to a North American Certified Technician
- +3 more outcomes
Companies that use Global Mentoring Solutions
Customer profileNamed customers4 records
Segments4 records
Global Mentoring Solutions technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration3 records
Feature4 records
Global Mentoring Solutions partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core.
- SherwebcoreIn 2021, Global Mentoring Solutions was acquired by and became part of the Sherweb family. Although the GMS name has changed to Sherweb Helpdesk, the commitment to outstanding service remains the same. GMS now operates as Sherweb Helpdesk, with services also available through sherweb.com/partner-services/helpdesk. GMS/Sherweb Helpdesk also uses the email [email protected].
- Global KnowledgecoreThrough partnership with Global Knowledge, GMS has supported and continues to support thousands of students through their eLearning endeavors. Global Knowledge is a major eLearning provider with recognized awards including VMware Global Training Partner of the Year, IBM Global Training Provider of the Year, Microsoft Global Learning Partner of the Year, and Top Quality Cisco Learning Partner in the Americas.
Scale indicators6 records
Recent moves6 records
Expansion highlights5 records
Global Mentoring Solutions competitors and assessment
Company assessmentBroad incumbents
- Foundever: Foundever, formed from the merger of Sitel and Sykes, is a major global customer experience BPO offering outsourced support across verticals including telecom, technology, and consumer — a comparable outsourced-support services profile to GMS.
- Teleperformance: Teleperformance is the largest global contact center outsourcing provider, offering customer experience management across telecom, technology, and consumer verticals; serves as the dominant scale benchmark for GMS's outsourced support model.
- TTEC: TTEC is a publicly traded customer experience technology and services company offering outsourced contact center support across multiple verticals; its technology-enabled CX model is comparable to GMS but at global scale.
- Concentrix: Concentrix is a global customer experience solutions provider delivering outsourced customer support, technical support, and digital services to enterprise clients including telecom and technology companies that closely mirror GMS's vertical mix.
- iQor: iQor is a global BPO specializing in customer support and tech-enabled services for telecom, technology, and consumer clients, with comparable outsourced support workflows to GMS but at significantly greater scale.
Direct peers
- Support.com: Support.com historically provided outsourced technical support services to ISPs, retailers, and software companies — a closely comparable white-label Tier 1/Tier 2 support model serving similar end-user populations and ISP channel relationships as GMS.
- 24-7 Intouch: 24-7 Intouch is a privately held outsourced customer support provider offering multilingual 24/7 contact center services with a comparable service model and scale profile to GMS's white-label partner support offering.
- Geeks on Site: Geeks on Site provides on-demand remote technical support services for end users with a comparable white-glove support model delivered through partner channels, serving similar residential and SMB customer profiles as GMS.
- ModSquad: ModSquad provides outsourced digital customer experience and community management services with a focus on on-demand engagement — a comparable outsourced-support model with flexible staffing for digital and content workflows that overlap with GMS's OEM/ISV and education offerings.
Others
- Five9: Five9 is a cloud contact center software vendor whose platform enables outsourced support delivery — a complementary infrastructure provider that GMS's customers and competitors use to integrate and scale outsourced support operations.
Market position
Strengths4 records
Weaknesses5 records
Competitive moat5 records
Key risks5 records
Key highlights7 records
Customer concentration
Global Mentoring Solutions social profiles
Digital presenceGlobal Mentoring Solutions financial estimates
Financial estimateRevenue estimate
Valuation estimate
Global Mentoring Solutions leadership team
Management profileNumber of profiles
Global Mentoring Solutions funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Global Mentoring Solutions M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Global Mentoring Solutions
What does Global Mentoring Solutions do?
Global Mentoring Solutions provides 24/7 outsourced technical help desk and customer support services delivered by 100% North American-based (US and Canada) full-time agents. Services are white-labeled under partner brands and offered through reseller channel partners serving telecommunications/ISP providers, managed service providers (MSPs), educational institutions, and software/hardware OEMs. Support is delivered via phone, chat, and email with proprietary integration to partner PSA/ticket systems.
Is Global Mentoring Solutions a public or private company?
Global Mentoring Solutions is a private company. It is classified as corporate owned and is currently acquired.
When was Global Mentoring Solutions founded?
Global Mentoring Solutions was founded in 2000. It employs 51 to 100 people.
Where is Global Mentoring Solutions based?
Global Mentoring Solutions is headquartered in Markham, Canada, in the North America region.
How does Global Mentoring Solutions make money?
Two revenue lines are on record. Outsourced Help Desk Services are the primary driver. The others are outsourced Help Desk Services - Usage-based.
Who are Global Mentoring Solutions's main competitors?
Broad incumbents on record are Foundever, Teleperformance, TTEC, Concentrix and iQor. Direct peers are Support.com, 24-7 Intouch, Geeks on Site and ModSquad. Five9 is listed as an others.
Does Global Mentoring Solutions have an API?
No public API is recorded for Global Mentoring Solutions.
What industry is Global Mentoring Solutions in?
Global Mentoring Solutions's product category is Outsourced Technical Support Services. Its primary akta.pro industry code is EDAFAMAN, Mentoring, Coaching, Alumni Networking & Peer Support Platforms, with a secondary code of EDAIAKAH, Career & Employability Integration Support (Work Culture, Networking, Job Readiness). Its NAICS code is 56143 and its SIC code is 7363.