# HelpDesk.tech - Premium User Support - workstation seat quote brief Provider profile: https://mspshortlist.com/providers/helpdesk-tech/ Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-helpdesk-tech/premium-user-support 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: - Premium User Support - workstation seat 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: The white-label Pillar I description names ConnectWise ScreenConnect when only Pillar I is subscribed. Datto RMM is conditional on adding Pillar II, and BeyondTrust is legacy. For Premium, confirm which description applies and specify the PSA workflow and any Datto RMM entitlement in the order. Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 2026-11-06 Clarify: The Premium card defines one seat as a workstation plus peripherals. Per-seat figures are $38 at 100+, $28 at 200+, $24 at 300+, $22 at 400+, $19 at 500+ and $18 at 1000+. The seat figures do not state their billing period or currency. Obtain the purchased quantity, applicable band, period and full fee schedule. Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06 Clarify: Premium advertises 8am-5pm support. The white-label terms describe weekdays in a selected Pacific, Central or Eastern US timezone, excluding holidays unless otherwise contracted. Establish the staffed schedule and allowed work. Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06 Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 2026-11-06 Clarify: Premium lists inbound/outbound phone, chat, SMS and remote-control support, alongside intake and coordination. Agree identity checks, routing and permitted remote actions. Source / checked: https://partners.helpdesk.tech/pricing/ / 2026-11-06 Clarify: Premium lists a small pod of assigned technicians plus intake and mentor engineering roles. Agree concurrent staffing, exclusivity and absence cover; the card does not quantify full-time reserved seats. 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: Pillar I describes day-to-day end-user support. Its exclusions include RMM-alert management, systems administration, deployments, projects by ticket, onsite work and 24x7 monitoring. Pillars II/III electronic attendance is separate from human remediation in business hours. Set permitted actions and retained escalation work for the purchased scope. Source / checked: https://www.helpdesk.tech/white-label-partner-terms/ / 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: __________