# Flexis IT - Help desk - user/device model to clarify quote brief

Provider profile: https://mspshortlist.com/providers/flexis-it/
Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-flexis/helpdesk-user-device

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: __________

## Selected service and questions

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

Flexis IT
Selected service:
- Help desk - user/device model to clarify
  Source / checked: https://flexisit.com/24x7-help-desk.html / 2026-11-06
  Request: Coverage window; Contact channels; Team model; Minimum condition; Contract options and notice; Current price and charging unit; Exact products and workflow
  Clarify: Help desk offers extended business-hours-only or full 24/7 coverage. The FAQ places North American staff in business hours and a global team after hours; specify the purchased schedule.
  Source / checked: https://flexisit.com/24x7-help-desk.html / 2026-11-06
  Clarify: Help desk requests can use phone, email, chat and the MSP PSA. Specify branding, identity verification, queue ownership and escalation.
  Source / checked: https://flexisit.com/24x7-help-desk.html / 2026-11-06
  Clarify: Model 1 is headed Per-Device, but its bullets and FAQ use per-user. A custom quote is required; settle the billing unit before calculating a total.
  Source / checked: https://flexisit.com/24x7-help-desk.html / 2026-11-06
  Clarify: The help desk page names NinjaOne, ConnectWise Automate and Manage, Autotask, Datto RMM, Syncro, N-able N-Central and N-Sight, Kaseya VSA, Halo PSA, Zendesk, ServiceNow and Auvik. Agree the required ticket operations and access permissions.
  Source / checked: https://flexisit.com/24x7-help-desk.html / 2026-11-06

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: __________