# Inputiv - Base - 29 tickets and 1 project quote brief Provider profile: https://mspshortlist.com/providers/inputiv/ Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-inputiv/base 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 Inputiv Selected service: - Base - 29 tickets and 1 project Source / checked: https://www.inputiv.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; Applicable MSP resale agreement Clarify: Base lists L1/L2 support. The common FAQ describes business-hours acknowledgement with separately discussed critical overnight/weekend coverage. Agree this plan's staffed hours, time zone and critical scope. Source / checked: https://www.inputiv.com/pricing / 2026-11-06 Clarify: The plan FAQ names ConnectWise Manage, Autotask and Halo PSA among familiar ticketing platforms. The helpdesk page also explicitly names ConnectWise Automate and Manage. Confirm the accepted ticket operations, permissions and tenant workflow. Source / checked: https://www.inputiv.com/pricing / 2026-11-06 Source / checked: https://www.inputiv.com/services/helpdesk-it-support-team / 2026-11-06 Clarify: Section 14 starts with a three-month initial term, then automatic month-to-month renewal. Convenience termination requires 30 days written notice after the initial term has concluded. Agree the earliest notice and actual exit dates. Source / checked: https://www.inputiv.com/terms-and-conditions / 2026-11-06 Clarify: Base lists $799/month with 29 tickets, 1 project up to 10 hours each, and L1/L2 support. Work beyond allocation is $30/hour. Confirm billing currency, time measurement, tax and unused-volume treatment. Source / checked: https://www.inputiv.com/pricing / 2026-11-06 Source / checked: https://www.inputiv.com/terms-and-conditions / 2026-11-06 Clarify: Base explicitly lists email and chat. Agree intake routing, escalation contacts and the staffed hours for those channels. Source / checked: https://www.inputiv.com/pricing / 2026-11-06 Clarify: Inputiv offers white-label remote helpdesk for MSPs using the customer ticketing systems and communication standards. The selected plan defines tier, scope and volume. Source / checked: https://www.inputiv.com/terms-and-conditions / 2026-11-06 Clarify: Excess tickets and project work use a $30/hour rate. Section 4.2 describes notification at 80% of the ticket allowance. Base subscriptions are billed in advance by calendar month, excess work in arrears, and invoices are due in 14 days. Agree billable time, rounding and approval before comparing a ticket allowance with an hourly charge. Source / checked: https://www.inputiv.com/terms-and-conditions / 2026-11-06 Clarify: Project work uses an SOW for scope, deliverables, timeline and price; changes affecting cost or timing require written agreement. Keep each included project and its own hour cap distinct. Specifically commissioned deliverables pass to the client after full payment unless otherwise agreed, while underlying provider tools and methods remain separate. Source / checked: https://www.inputiv.com/terms-and-conditions / 2026-11-06 Clarify: The terms target initial response within 15 minutes for P1, one hour for P2, four hours for P3 and one business day for P4. The pricing FAQ separately describes standard business-hours acknowledgement under 15 minutes. Agree priority mapping, acknowledgement and work start. Ask for a separate resolution commitment and remedies in the SLA. Source / checked: https://www.inputiv.com/terms-and-conditions / 2026-11-06 Source / checked: https://www.inputiv.com/pricing / 2026-11-06 Source / checked: https://www.inputiv.com/services/helpdesk-it-support-team / 2026-11-06 Clarify: Section 14.4 describes return or secure destruction of confidential information within 14 days, subject to legally required retention. Section 14.5 allows a request for TBR Client Data export within 30 days after termination. Agree a usable export of helpdesk and project materials separately; the TBR window does not define every work product. Source / checked: https://www.inputiv.com/terms-and-conditions / 2026-11-06 Clarify: The privacy policy states primary infrastructure is hosted in the United States. It lists separate retention periods, including 90-day rolling integration data, 12-month security logs and three-year service communications. Hosting and customer markets do not locate the assigned engineers. Obtain the staff, access, processor and retention schedule for the purchased service. Source / checked: https://www.inputiv.com/privacy-policy-guidelines / 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: __________