# HelpDesk.tech - Concierge intake - reception and ticket creation quote brief

Provider profile: https://mspshortlist.com/providers/helpdesk-tech/
Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-helpdesk-tech/concierge-intake

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

HelpDesk.tech
Selected service:
- Concierge intake - reception and ticket creation
  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; Team / operations country for this service
  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: Concierge starts at $1,584 per month when paid annually. This is reception and ticket preparation, with technical resolution purchased separately. Obtain the currency, included contact volume, annual payment total, taxes and extra charges.
  Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06
  Clarify: Concierge advertises 8am-5pm answering. Agree the timezone, weekdays, holidays and escalation routing; this is intake and coordination rather than a promised technical-resolution window.
  Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06
  Clarify: Concierge lists inbound phone, chat and text, ticket preparation, sales-opportunity logging and outbound coordination. Agree which calls and contacts are included and how the MSP accepts technical tickets.
  Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06
  Clarify: The Concierge card explicitly locates its representatives in the USA. Confirm assigned coverage, subprocessors and data-processing locations for this intake order.
  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 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
  Clarify: Technical resolution is separate from Concierge intake and reception. Agree who accepts each escalation and whether fair-use ticket rules apply to this order.
  Source / checked: https://partners.helpdesk.tech/pricing/ / 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: __________