# HelpDesk.tech - Enterprise - dedicated team in your stack quote brief

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

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:
- Enterprise - dedicated team in your stack
  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
  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: Enterprise explicitly lists dedicated teams working directly in the buyer stack. Obtain the team size, role mix, staffed shifts and absence cover.
  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 fair-use section describes daily tickets above 3% of supported seats leading to extended resolution times of a week or longer, and above 7% risking suspension or termination. The MSP-program Exhibit B instead uses 90-day and 30-day running averages with lowest-priority treatment. Establish the applicable counting window, denominator and consequence; these ratios are not included ticket allowances.
  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: The MSP-program scope describes helpdesk incident details in an integrated PSA or a spreadsheet on advance request. The white-label terms return rightful client property while retaining provider processes and training materials. Agree the permitted outputs, format, request timing and post-termination access; provider-created materials are not automatically client-owned.
  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

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: __________