# Helpt - Scale - 500 tickets quote brief Provider profile: https://mspshortlist.com/providers/helpt/ Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-helpt/scale 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 Helpt Selected service: - Scale - 500 tickets Source / checked: https://gethelpt.com/pricing / 2026-11-06 Request: Coverage window; Exact products and workflow; Minimum condition; Contract options and notice; Current price and charging unit; Team model; Contact channels; Team / operations country for this service; Applicable MSP resale agreement Clarify: The ticket plans list 24x7x365 frontline coverage. Agree the purchased channels, escalation availability, holiday handling and service targets. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Clarify: The scope names IT Glue and Hudu for credential or knowledge access. These names are not a tested PSA connector. The FAQ describes a proprietary support platform; confirm exact ticket operations and access rights. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Source / checked: https://gethelpt.com/faqs / 2026-11-06 Clarify: The ticket plans advertise a 12-month engagement. Monthly charging is not a monthly exit right; the order and general terms govern the purchased term and renewal. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Source / checked: https://gethelpt.com/termsandconditions / 2026-11-06 Clarify: Scale lists 500 tickets for $17,500/month and a displayed $35/ticket. The page also lists $2,500 onboarding and a 12-month engagement. The currency, excess-ticket rate and rollover need confirmation. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Clarify: The FAQ assigns an organization a pod of familiar technicians. It does not state exclusive headcount or a dedicated staffed seat for each shift. Source / checked: https://gethelpt.com/faqs / 2026-11-06 Clarify: Requests arrive by phone, email or the customer ticketing system. Set the call identity, intake routing, priority and handoff workflow in the service order. Source / checked: https://gethelpt.com/how-it-works / 2026-11-06 Clarify: The ticket-plan page advertises US-based frontline support. Obtain assigned staff, contractor and data-processing locations for the order. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Clarify: The pricing page addresses MSPs and IT teams and advertises white-labeled frontline support. Confirm resale rights, customer identity and the actual order scope. Source / checked: https://gethelpt.com/pricing / 2026-11-06 Clarify: The scope counts actionable tickets and calls with gathered details as one ticket, including escalations or a no-action conclusion after investigation. Only items safely closed directly from the queue without opening, secondary checks or manual verification may count as 0.1. The FAQ separately counts calls longer than one minute when details are collected; agree which definition controls. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Source / checked: https://gethelpt.com/faqs / 2026-11-06 Clarify: Customer runbooks must be executable and include access, expected results and rollback steps. The scope excludes proactive or project work and uses about 20 minutes as an incident-workflow guideline. Failed steps are documented and escalated; this is not unlimited remediation. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Clarify: The scope says technicians do not search the customer knowledge base for relevant processes. They ingest workflows or use direct article links; changed procedures need notification and three business days to update. Agree who maintains those links and notices. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Clarify: Caller verification needs a configured customer tool. If the selected secondary option fails or none is selected, the scope says to escalate with notes and do no further work. The password-reset section also permits an explicit verification waiver; define authorized exceptions and approvals. Source / checked: https://gethelpt.com/policies/helpt-service-scope / 2026-11-06 Clarify: The May 30, 2025 payment policy starts billing at signup in Pacific Time and describes a delayed onboarding credit. It names HelptNow, HelptFlow and HelptFul and a minute-based example. It does not map those products or credit terms to current Starter, Growth and Scale ticket plans. Obtain the applicable billing schedule. Source / checked: https://gethelpt.com/policies/payment-policy / 2026-11-06 Source / checked: https://gethelpt.com/faqs / 2026-11-06 Clarify: Section 5(b) renews subscriptions according to their plan and gives 30 days for price changes. Section 11(a) sets the order duration; section 1 says the terms control a conflict with an order. Agree initial term, renewal, notice, exit charges and document precedence for the ticket purchase. Source / checked: https://gethelpt.com/termsandconditions / 2026-11-06 Clarify: The homepage displays immediate first-call response, first-ticket response below 30 minutes and a target of resolving 75% of frontline tickets. These are provider-published targets, not measured results or a signed SLA. Obtain the eligible ticket population, clock rules, exclusions and remedy. Source / checked: https://gethelpt.com/ / 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: __________