# ConnectWise - Client-facing Help Desk with ConnectWise RMM quote brief

Provider profile: https://mspshortlist.com/providers/connectwise-noc/
Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-connectwise-noc/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

### MSP service and resale terms
White-label end-user support is offered through the MSP or customer brand.
Source / checked: https://www.connectwise.com/solutions/expert-services/help-desk / 2026-10-16

### Contact channels
Client-facing phone, chat and email can use the MSP or customer brand.
Source / checked: https://www.connectwise.com/solutions/expert-services/help-desk / 2026-10-16

## Selected service and questions

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

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: __________