# Benchmark365 - White-label help desk quote brief

Provider profile: https://mspshortlist.com/providers/benchmark-365/
Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-benchmark365/help-desk

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

### Coverage statement
Optional 24x7x365 help desk coverage is offered. The public agreement describes local business hours during the first 30 days, followed by the agreed coverage window.
Source / checked: https://benchmark365.com/faq / 2026-10-17
Source / checked: https://benchmark365.com/terms-and-agreement / 2026-10-17

### Products and workflow
The help desk FAQ names buyer RMM platforms and HaloPSA, Autotask, ConnectWise Manage, Syncro and Kaseya BMS integrations. Staff work in Benchmark365 systems, rather than inside the MSP ticketing system.
Source / checked: https://benchmark365.com/faq / 2026-10-17

### Minimum condition
Help desk minimum: $990/month. The FAQ does not identify the billing currency.
Source / checked: https://benchmark365.com/faq / 2026-10-17

### Contact channels
The help desk handles phone and email using MSP branding. Benchmark365 supplies a regional phone number for diverted calls; confirm the routing and response rules for the chosen coverage window.
Source / checked: https://benchmark365.com/faq / 2026-10-17

## Selected service and questions

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

Benchmark365
Selected service:
- White-label help desk
  Source / checked: https://benchmark365.com/faq / 2026-10-17
  Request: Contract options and notice; Current price and charging unit; Team model
  Clarify: The FAQ advertises monthly-to-annual options. Public agreement clause 4.1 states a five-year initial term; clause 4.3 separately permits termination with notice and possible costs. Confirm the incorporated agreement version and Order Form before treating the service as a monthly commitment.
  Source / checked: https://benchmark365.com/terms-and-agreement / 2026-10-17
  Source / checked: https://benchmark365.com/faq / 2026-10-17
  Clarify: Usage-based pricing rather than per endpoint or per user. The billable usage unit is not published. Ask for included capacity and excess-usage charges.
  Source / checked: https://benchmark365.com/faq / 2026-10-17
  Clarify: Clause 4.3 describes 30 days of written notice, counted from the end of the current billing cycle. Early termination costs may be set by the Order Form; the clause also provides for reasonable incurred costs less fees already paid.
  Source / checked: https://benchmark365.com/terms-and-agreement / 2026-10-17
  Clarify: The agreement overview states a one-time onboarding fee without an amount and a deposit equal to one month of service. Subscription charges start at signup while provisioning and onboarding proceed.
  Source / checked: https://benchmark365.com/terms-and-agreement / 2026-10-17
  Clarify: The agreement overview describes 15 business days for setup and local business hours for the first 30 days. This differs from the FAQ estimate of 15-30 days; settle milestones, billing start and the first overnight shift in the order.
  Source / checked: https://benchmark365.com/terms-and-agreement / 2026-10-17
  Source / checked: https://benchmark365.com/faq / 2026-10-17
  Source / checked: https://benchmark365.com/noc / 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: __________