# ConnectWise and Kaseya - Help Desk quote brief Source comparison: https://mspshortlist.com/compare/connectwise-vs-kaseya-outsourced-support/ Use this file to request the same purchased service family from both suppliers. Published starting conditions keep their original checked dates. This is a buyer request, not an accepted quote, a software-platform ranking or a measured service result. ## Common buyer requirements to complete - Buyer organization and reply contact: __________ - Supported users, devices, sites and application inventory: __________ - Ordinary and busy-month workload, channels and permitted actions: __________ - Purchased coverage, named timezone and holiday calendar: __________ - Required RMM/PSA products, versions, licenses and integration ownership: __________ - Identity, change approval, restart and escalation owners: __________ - Quote currency, charging units, included quantities and all extra fees: __________ - Pilot, ramp-period expectations, acceptance and retained MSP work: __________ - Notice route, surviving charges, final service day and handover: __________ ## The two selected purchases MSP Shortlist - candidate requirements Service: Help desk / service desk ConnectWise Selected service: - Client-facing Help Desk with ConnectWise RMM Source / checked: https://www.connectwise.com/solutions/expert-services/help-desk / 2026-10-16 Request: Coverage window; Exact products and workflow; Minimum condition; Contract options and notice; Current price and charging unit; Team model Clarify: Business hours, after hours or 24/7/365 end-user L1/L2 support are offered; select the purchased window. Source / checked: https://www.connectwise.com/solutions/expert-services/help-desk / 2026-10-16 Clarify: Help Desk is enabled by client site with any ConnectWise RMM package; confirm site activation and service fees. Source / checked: https://marketplace.connectwise.com/connectwise-help-desk-services / 2026-10-16 Clarify: Timezone and prior interactions guide same-technician routing where possible; obtain the staffing and continuity arrangement. Source / checked: https://www.connectwise.com/solutions/expert-services/help-desk / 2026-10-16 Clarify: Under the July 2026 standard master, subscriptions require written non-renewal notice at least 60 days before term end. Confirm the master adopted by your order, applicable regional version, schedule/product overrides and notice method. This is not a mid-term cancellation right. Source / checked: https://www.connectwise.com/globalassets/media/documents/legal/connectwise-master-agreement-software-saas-and-education-and-services-addendum-7-1-26.pdf#page=7 / 2026-10-17 Source / checked: https://www.connectwise.com/globalassets/media/documents/legal/connectwise-master-agreement-software-saas-and-education-and-services-addendum-7-1-26.pdf#page=3 / 2026-10-17 Source / checked: https://www.connectwise.com/legal / 2026-10-17 Kaseya Selected service: - Help Desk Services - per-device or per-ticket Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Request: Coverage window; Contact channels; Exact products and workflow; Minimum condition; Contract options and notice; Current price and charging unit; Team model; Applicable MSP resale agreement Clarify: 24/7/365 is an order option; the purchased window controls support. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: English phone/email for registered users; international-call options cost extra. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: Help Desk RMM examples are Datto RMM/Kaseya VSA. RMM, IT Glue and supported PSA subscriptions cost extra; obtain the current supported-product list. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: Help Desk per-ticket requires 400 registered devices. Per-device covers all supported employee devices and RMM-managed contractor devices. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: Order-defined committed term; advance monthly payment does not confer monthly cancellation or unit reductions. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: Per-device licences or monthly ticket batches; rates, onboarding and overages are order-specific. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: MSPs must bundle Help Desk with managed service. Low-touch resale is excluded; a custom phone greeting costs extra. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: Monthly tickets expire; each started 30 minutes uses one. After 60 minutes Kaseya may return the issue or charge more tickets; overages come in fives. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: Help Desk SLOs begin after 60 days; request targets and the ramp-period escalation plan. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: Help Desk retains ticket information for one year during a subscription and exposes incident details through PSA. Confirm permitted exports and attachments. Call recordings are not normally released; the terms reserve court-order or discretionary exceptional release. Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06 Clarify: Where the linked Master Agreement applies, committed subscriptions need cancellation or renewal opt-out notice at least 30 days before term end. This is not mid-term release from committed payments. Confirm the signed order, applicable master and required notice channel. Source / checked: https://www.kaseya.com/legal/kaseya-master-agreement/ / 2026-11-06 Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 2026-11-06 Matches describe published terms, not tested performance. Confirm scope, five SLA timers, security, workflow and all fees in the same RFP. ## Ask both suppliers for the same response 1. Accept or amend the exact service boundary, eligible callers, inventory and retained MSP work. 2. Separate the service charge, software subscriptions, onboarding, minimum, included units, overages and taxes. 3. State staffed hours, initial ramp conditions, five response/recovery clocks and escalation acceptance. 4. Name the governing order and documents, notice method, continuing payment commitments and export arrangements. 5. Supply the proposed operating scope and the acceptance criteria for an authorized pilot. Supplier response and document revision: __________ Buyer review owner and date: __________ Open questions and next action: __________