# 31West - MSP help desk quote brief

Provider profile: https://mspshortlist.com/providers/31west/
Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-31west/primary

Use this brief to ask for the named service. The published conditions are a starting scope for the supplier to accept or amend in writing. They are not an accepted quote or measured service performance. Each source keeps its own checked date.

## Buyer requirements to complete

- Buyer organization and reply contact: __________
- Required start date and pilot acceptance: __________
- Supported people, devices, sites and applications: __________
- Ordinary and busy-month workload by channel and task: __________
- Staffed hours, named timezone and holidays: __________
- Working queue, documentation and permitted tool access: __________
- Permitted actions, identity checks and approval owner: __________
- MSP supervision, escalation and handback retained: __________
- Requested quote currency and payment calendar: __________

## Published starting scope

### Products and workflow
ConnectWise Manage; Autotask PSA; HaloPSA; ConnectWise Automate; Datto RMM; NinjaRMM; IT Glue; Hudu.
Source / checked: https://www.31west.net/services/technical-support/help-desk-for-msp/ / 2026-10-15

### Team and management model
Dedicated engineers and tailored shifts are described; assignment depends on the proposal.
Source / checked: https://www.31west.net/services/technical-support/help-desk-for-msp/ / 2026-10-15

### Contact channels
Phone, email, portal and live chat are described for MSP help desk support.
Source / checked: https://www.31west.net/services/technical-support/help-desk-for-msp/ / 2026-10-15

## Selected service and questions

MSP Shortlist - candidate requirements
Service: Help desk / service desk

31West
Selected service:
- MSP help desk
  Source / checked: https://www.31west.net/services/technical-support/help-desk-for-msp/ / 2026-10-15
  Request: Coverage window; Minimum condition; Contract options and notice; Current price and charging unit; Applicable MSP resale agreement
  Clarify: Business-hours, extended, after-hours and 24x7 schedules are advertised. General service terms also mention two days of Diwali unavailability. Obtain the applicable MSP holiday calendar in writing.
  Source / checked: https://www.31west.net/terms/ / 2026-10-16
  Source / checked: https://www.31west.net/services/technical-support/help-desk-for-msp/ / 2026-10-15
  Clarify: 31West advertises white-label MSP help desk. Its general service terms separately restrict sharing, resale and aggregation for multiple companies. Confirm which MSP-specific agreement authorizes the proposed arrangement.
  Source / checked: https://www.31west.net/terms/ / 2026-10-16
  Source / checked: https://www.31west.net/services/technical-support/help-desk-for-msp/ / 2026-10-15
  Clarify: The MSP page's FAQ gives a typical 2-4-week onboarding window depending on environment and documentation. Its separate launch message says one week. Confirm the purchased service, required documentation and access, milestones and start date; neither statement fixes your go-live date.
  Source / checked: https://www.31west.net/services/technical-support/help-desk-for-msp/ / 2026-10-17

Matches describe published terms, not tested performance. Confirm scope, five SLA timers, security, workflow and all fees in the same RFP.

## Requested supplier response

1. Identify the purchased scope, excluded tasks, whether the service is available to MSPs and the applicable resale agreement.
2. Define the charging unit, included workload, counting period, excess work, minimum, setup, tax and all recurring fees.
3. State staffed coverage, holidays, escalation acceptance, response clocks and who owns an unfinished request.
4. Name the working tools, permissions, documentation and permitted actions for this service.
5. State commitment, renewal, notice recipient, final paid day, final service day and handover requirements.

Supplier response and document revision: __________
Buyer review date and owner: __________
Open questions and next action: __________