ConnectWise vs Kaseya Outsourced Support

Choose the service family first

• For infrastructure monitoring, maintenance and agreed remediation, compare the two NOC purchases below. Identify covered devices and actions before asking for a fee.
• For requests from your clients' registered users, compare the Help Desk purchases. The user's contact channel, service window and eligible equipment belong in that order.
• For named engineering capacity, examine the separate Kaseya resource add-on and define allocation and supervision. A named person does not by itself specify a full-time shift or a managed end-user desk.

The tables retain each condition's own source and checked date. An unanswered service condition is a proposal question, not a negative score or permission to substitute another product's terms.

Compare the NOC purchases

Download the two-service NOC quote brief (.md) - both selected services and blank common requirements in one file.

The ConnectWise Marketplace NOC listing ↗ (external website) makes Pro or Premium RMM package eligibility and client-site activation explicit. Its partner chat route goes through ConnectWise Home. The package condition does not provide a numeric NOC fee or an endpoint minimum.

Kaseya's NOC terms ↗ (external website) route contact to MSP customer personnel and distinguish NOC from end-user Help Desk. Covered endpoints require NOC licenses, with the commitment defined by the order. Removing devices does not automatically release the committed licenses. Obtain the current approved RMM/version list for this NOC purchase; the separate Help Desk's Datto RMM and VSA examples do not fill that gap.

Compare the Help Desk purchases

Download the two-service Help Desk quote brief (.md) - both selected services and blank common requirements in one file.

ConnectWise's Help Desk Marketplace listing ↗ (external website) allows client-site activation with any ConnectWise RMM package. Confirm the Help Desk service fee, enabled sites and purchased window even when the RMM package is eligible. NOC's Pro/Premium condition is not the Help Desk package rule.

Kaseya's Help Desk terms ↗ (external website) require separate RMM, IT Glue and supported PSA subscriptions. Its 400-device threshold belongs to the per-ticket model. The per-device model instead enrolls eligible employee devices and RMM-managed contractor devices. Keep this threshold out of the NOC and dedicated-resource assumptions.

Both suppliers offer choices of support window. A software package, a phone channel or a 24/7 option does not identify which window your order buys. Specify holidays, timezone, eligible users, supported devices and the receiving MSP engineer for work outside scope.

Keep assigned capacity separate

The separately purchased Dedicated Resource add-on names specific Kaseya personnel. This does not define the standard NOC team model, exclusive full-time assignment or a covered shift. Confirm assignment, replacement and management duties. Source / 2026-11-06 ↗ (external website)

Kaseya's NOC terms describe Remote Hands as an additional routine-work purchase and call Dedicated Resource similar, with work performed by specific personnel. Obtain that resource's own description, hours, replacement process, expiry and excess-use rules. Do not transfer the base NOC's advertised coverage into the resource order.

For either supplier, ask who supervises the work, covers absence and accepts delivery results. Use the managed service versus staff augmentation guide to separate an operating service from an allocation of engineering time.

Compare the complete cost

Give both candidates one inventory, request history, service window and permitted-action list. Separate service fees from software subscriptions, onboarding, added devices, extra work and the MSP labor that remains. The reviewed conditions do not provide a comparable public numeric fee for these two NOC or Help Desk purchases.

For Kaseya per-ticket Help Desk, a request can consume several full 30-minute ticket units. Monthly units expire, and excess purchases use five-ticket batches. Use the worked ticket-count example, then request the actual batch size and overage rate. A count of incoming requests alone does not price this model.

Put the written charges into the quote worksheet, using the same demand and currency. A lower software-package price does not settle the total operating cost of the outsourced service.

Read targets with their start conditions

The ConnectWise Help Desk Marketplace page labels its published performance figures as Q2 2024. Those supplier figures do not supply a current, order-specific 2026 service commitment. Request the targets, measurement window and remedies for your chosen service.

Kaseya's Help Desk terms describe service-level objectives applying after the initial 60 days. Ask who receives escalations during that ramp period and how the purchased goals are measured afterward. Keep acknowledgement, work start, restoration and final resolution separate in the SLA worksheet.

Confirm renewal and handover

The July 2026 ConnectWise standard master ↗ (external website) describes at least 60 days' written non-renewal notice. The linked Kaseya master ↗ (external website) describes at least 30 days for subscriptions with a committed term. Identify the master, regional version, order and service-specific provisions that actually govern your purchase, including their notice route and any overrides. These framework notices concern term-end arrangements; they do not establish a mid-term release from payment.

Kaseya's NOC terms describe six-month ticket retention during a subscription and no customer export of NOC ticket information. Help Desk has a different one-year retention statement and PSA access, with separate limits on call-recording release. Ask both candidates for the history, attachments, format and final access date you will receive, and preserve your own operational decision trail where needed.

Use the exit and handover guide to connect the notice deadline, surviving charges, export plan and access revocation to one final service day. Monthly invoicing alone does not define a monthly cancellation option.

Use the exact service in your request

The NOC and Help Desk comparison buttons above each select two matching service families. The individual links below keep the resource add-on and every other purchase separate. Add one common workload before requesting proposals.

Pilot the work that returns to your MSP

Use an authorized NOC pilot for an alert, a permitted action and a change that needs approval. For Help Desk, include a routine user request, an identity-sensitive action and a case the supplier must hand back. Agree the receiving owner and completion condition before the trial. Example pilot cases.

The full ConnectWise profile and Kaseya profile preserve their other operating details. Use the provider directory when the required service, software dependency or staffing arrangement calls for another candidate.