# Helpt Starter and HelpDesk.tech Premium - quote brief Source comparison: https://mspshortlist.com/compare/helpt-vs-helpdesk-tech/ This brief starts a buyer request. Published conditions below are questions to reconcile with the supplier proposal, rather than an accepted quote or a measured service result. Each source keeps its own checked date. ## Buyer requirements to complete - Buyer organization and reply contact: __________ - Requested quote currency and payment calendar: __________ - Required staffed hours, named timezone and holiday calendar: __________ - Supported people, workstations, sites and applications: __________ - Ordinary and busy-month contacts by channel and ticket category: __________ - Permitted actions, identity checks and approval owner: __________ - Working queue, documentation and exact tool permissions: __________ - MSP supervision, escalation and out-of-hours work retained: __________ - Launch target, pilot acceptance and final handover requirements: __________ ## Selected services and published questions MSP Shortlist - candidate requirements Service: Help desk / service desk Helpt Selected service: - Starter - 50 tickets Source / checked: https://gethelpt.com/pricing / 2026-11-06 Request: Coverage window; Exact products and workflow; Minimum condition; Contract options and notice; Current price and charging unit; Team model; Contact channels; Team / operations country for this service; Applicable MSP resale agreement Clarify: The ticket plans list 24x7x365 frontline coverage. Agree the purchased channels, escalation availability, holiday handling and service targets. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Clarify: The scope names IT Glue and Hudu for credential or knowledge access. These names are not a tested PSA connector. The FAQ describes a proprietary support platform; confirm exact ticket operations and access rights. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Source / checked: https://gethelpt.com/faqs / 2026-11-06 Clarify: The ticket plans advertise a 12-month engagement. Monthly charging is not a monthly exit right; the order and general terms govern the purchased term and renewal. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Source / checked: https://gethelpt.com/termsandconditions / 2026-11-06 Clarify: Starter lists 50 tickets for $2,750/month and a displayed $55/ticket. The page also lists $2,500 onboarding and a 12-month engagement. The currency, excess-ticket rate and rollover need confirmation. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Clarify: The FAQ assigns an organization a pod of familiar technicians. It does not state exclusive headcount or a dedicated staffed seat for each shift. Source / checked: https://gethelpt.com/faqs / 2026-11-06 Clarify: Requests arrive by phone, email or the customer ticketing system. Set the call identity, intake routing, priority and handoff workflow in the service order. Source / checked: https://gethelpt.com/how-it-works / 2026-11-06 Clarify: The ticket-plan page advertises US-based frontline support. Obtain assigned staff, contractor and data-processing locations for the order. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Clarify: The pricing page addresses MSPs and IT teams and advertises white-labeled frontline support. Confirm resale rights, customer identity and the actual order scope. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Clarify: The scope counts actionable tickets and calls with gathered details as one ticket, including escalations or a no-action conclusion after investigation. Only items safely closed directly from the queue without opening, secondary checks or manual verification may count as 0.1. The FAQ separately counts calls longer than one minute when details are collected; agree which definition controls. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Source / checked: https://gethelpt.com/faqs / 2026-11-06 Clarify: Customer runbooks must be executable and include access, expected results and rollback steps. The scope excludes proactive or project work and uses about 20 minutes as an incident-workflow guideline. Failed steps are documented and escalated; this is not unlimited remediation. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Clarify: The scope says technicians do not search the customer knowledge base for relevant processes. They ingest workflows or use direct article links; changed procedures need notification and three business days to update. Agree who maintains those links and notices. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Clarify: Caller verification needs a configured customer tool. If the selected secondary option fails or none is selected, the scope says to escalate with notes and do no further work. The password-reset section also permits an explicit verification waiver; define authorized exceptions and approvals. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Clarify: The May 30, 2025 payment policy starts billing at signup in Pacific Time and describes a delayed onboarding credit. It names HelptNow, HelptFlow and HelptFul and a minute-based example. It does not map those products or credit terms to current Starter, Growth and Scale ticket plans. Obtain the applicable billing schedule. Source / checked: https://gethelpt.com/policies/payment-policy / 2026-11-06 Source / checked: https://gethelpt.com/faqs / 2026-11-06 Clarify: Section 5(b) renews subscriptions according to their plan and gives 30 days for price changes. Section 11(a) sets the order duration; section 1 says the terms control a conflict with an order. Agree initial term, renewal, notice, exit charges and document precedence for the ticket purchase. Source / checked: https://gethelpt.com/termsandconditions / 2026-11-06 Clarify: The homepage displays immediate first-call response, first-ticket response below 30 minutes and a target of resolving 75% of frontline tickets. These are provider-published targets, not measured results or a signed SLA. Obtain the eligible ticket population, clock rules, exclusions and remedy. Source / checked: https://gethelpt.com/ / 2026-11-06 HelpDesk.tech Selected service: - Premium User Support - workstation seat Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06 Request: Applicable MSP resale agreement; Contract options and notice; Minimum condition; Exact products and workflow; Current price and charging unit; Coverage window; Contact channels; Team model Clarify: HelpDesk.tech publishes an MSP white-label helpdesk program. Its partner pricing separately describes Concierge intake, Premium User Support and Enterprise teams. Obtain the service order and incorporated partner terms for the selected purchase. Source / checked: https://www.helpdesk.tech/terms-and-conditions/ / 2026-11-06 Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06 Clarify: The White Label Partner Terms leave duration to the signed MSA and renew for like terms. The separate MSP-program terms describe 12-36 months at signup and annual renewal. Establish the incorporated document, initial term and renewal date; a monthly price heading does not settle cancellation rights. Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 2026-11-06 Source / checked: https://www.helpdesk.tech/terms-and-conditions/ / 2026-11-06 Clarify: The white-label Pillar I description names ConnectWise ScreenConnect when only Pillar I is subscribed. Datto RMM is conditional on adding Pillar II, and BeyondTrust is legacy. For Premium, confirm which description applies and specify the PSA workflow and any Datto RMM entitlement in the order. Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 2026-11-06 Clarify: The Premium card defines one seat as a workstation plus peripherals. Per-seat figures are $38 at 100+, $28 at 200+, $24 at 300+, $22 at 400+, $19 at 500+ and $18 at 1000+. The seat figures do not state their billing period or currency. Obtain the purchased quantity, applicable band, period and full fee schedule. Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06 Clarify: Premium advertises 8am-5pm support. The white-label terms describe weekdays in a selected Pacific, Central or Eastern US timezone, excluding holidays unless otherwise contracted. Establish the staffed schedule and allowed work. Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06 Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 2026-11-06 Clarify: Premium lists inbound/outbound phone, chat, SMS and remote-control support, alongside intake and coordination. Agree identity checks, routing and permitted remote actions. Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06 Clarify: Premium lists a small pod of assigned technicians plus intake and mentor engineering roles. Agree concurrent staffing, exclusivity and absence cover; the card does not quantify full-time reserved seats. Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06 Clarify: The MSP-program document starts at onboarding kickoff with a 12-36-month term specified at signup and one-year renewals. The White Label Partner Terms instead use the signed MSA duration and like-term renewals. Agree which document and amendments govern this service before signing. Source / checked: https://www.helpdesk.tech/terms-and-conditions/ / 2026-11-06 Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 2026-11-06 Clarify: The white-label fair-use section describes daily tickets above 3% of supported seats leading to extended resolution times of a week or longer, and above 7% risking suspension or termination. The MSP-program Exhibit B instead uses 90-day and 30-day running averages with lowest-priority treatment. Establish the applicable counting window, denominator and consequence; these ratios are not included ticket allowances. Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 2026-11-06 Source / checked: https://www.helpdesk.tech/terms-and-conditions/ / 2026-11-06 Clarify: Pillar I describes day-to-day end-user support. Its exclusions include RMM-alert management, systems administration, deployments, projects by ticket, onsite work and 24x7 monitoring. Pillars II/III electronic attendance is separate from human remediation in business hours. Set permitted actions and retained escalation work for the purchased scope. Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 2026-11-06 Clarify: The MSP-program scope describes helpdesk incident details in an integrated PSA or a spreadsheet on advance request. The white-label terms return rightful client property while retaining provider processes and training materials. Agree the permitted outputs, format, request timing and post-termination access; provider-created materials are not automatically client-owned. Source / checked: https://www.helpdesk.tech/terms-and-conditions/ / 2026-11-06 Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 2026-11-06 Clarify: The White Label Partner Terms contain a separate hourly rate card dated January 1, 2025, with rates varying by tier and time of day and quarter-hour minimums. It is separate from subscription pricing and an actual 2026 quote. Their early-exit section describes remaining-value and actual offboarding charges. Obtain the current rates, applicable timezone, approval and final account calculation. Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 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 providers for the same response 1. Mark the included work and the tasks your MSP must retain. 2. Define the billable unit, band, included volume, counting period, excess work and unused-volume treatment. 3. Give the full ordinary and busy-month charge, with currency, tax, base, minimum, setup and extra fees separated. 4. Identify the controlling order, service scope, fair-use document and amendments. 5. Set staffed coverage, escalation acceptance, response clocks and permitted actions for the purchased service. 6. State the initial commitment, renewal, notice recipient, last paid day, final service day and handover fees. Supplier response and document revision: __________ Buyer review date and owner: __________ Open questions and next action: __________