# IT By Design - Co-managed helpdesk engineer roles quote brief Provider profile: https://mspshortlist.com/providers/it-by-design/ Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-it-by-design/co-managed-help-desk 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 IT By Design Selected service: - Co-managed helpdesk engineer roles Source / checked: https://itbd.net/services/co-managed-engineers/ / 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 Clarify: The wider ITBD training list names Datto, ShadowProtect, SonicWall, OpenDNS, Webroot and Microsoft Exchange. Confirm the actual products and accepted workflow for co-managed helpdesk roles. Source / checked: https://itbd.net/services/co-managed-engineers/ / 2026-11-06 Source / checked: https://itbd.net/services/network-operations-center-noc/ / 2026-11-06 Source / checked: https://itbd.net/services/soc/ / 2026-11-06 Clarify: Each SOW defines its own term under the applicable service Addendum. Unless the SOW says otherwise, renewal repeats the initial term and requires at least 90 days of written non-renewal notice. Obtain the signed service documents before treating any offer as month-to-month. Source / checked: https://itbd.net/legal/msa/ / 2026-11-06 Clarify: Co-managed engineers are dedicated to the MSP and are full-time ITBD employees working from its offices. The MSP sets priorities; ITBD provides training and delivery oversight. Source / checked: https://itbd.net/services/co-managed-engineers/ / 2026-11-06 Clarify: Co-managed engineers are described as based in India and the Philippines and working from ITBD offices. The self-managed programme names the same countries. Obtain assigned locations and data flows for the purchased managed service separately. Source / checked: https://itbd.net/services/co-managed-engineers/ / 2026-11-06 Source / checked: https://itbd.net/services/self-managed-engineers/ / 2026-11-06 Clarify: Co-managed engineering lists helpdesk L1, L1+ and L2 roles, with only those roles on the stated bench. The approximately 20-person bench is a provider training/deployment pool, rather than a purchased minimum or a team reserved for each MSP. Source / checked: https://itbd.net/services/co-managed-engineers/ / 2026-11-06 Clarify: Co-managed engineering includes ITBD training, oversight and shared accountability. In self-managed teams, the MSP leads delivery and owns results and SLAs; ITBD handles employment and infrastructure. Choose the management model before comparing it with a managed helpdesk service. Source / checked: https://itbd.net/services/self-managed-engineers/ / 2026-11-06 Source / checked: https://itbd.net/services/co-managed-engineers/ / 2026-11-06 Clarify: The MSA default is at least 90 days of written notice before term expiry for non-renewal, unless the SOW provides otherwise. Mid-term convenience exit has separate restrictions and possible remaining fees, subject to the applicable Addendum or SOW. Source / checked: https://itbd.net/legal/msa/ / 2026-11-06 Clarify: MSA 8.3 restricts foundation-model training using customer data unless otherwise agreed in writing, while allowing anonymized/de-identified usage for service improvement and other stated purposes. Material AI services require an AI Services Addendum; obtain the processing, retention and automation permissions for the engagement. Source / checked: https://itbd.net/legal/msa/ / 2026-11-06 Clarify: MSA 4.6 puts equipment return, agent removal, transition assistance and service-specific data deletion into the applicable Addendum. Obtain the export, access-removal and handover schedule for the actual service before launch. Source / checked: https://itbd.net/legal/msa/ / 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: __________