# IT By Design - Managed L1/L2 helpdesk 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/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: __________

## Published starting scope

### Contact channels
Managed helpdesk tickets are described as arriving by phone, email or the MSP portal, with work and documentation inside the MSP PSA.
Source / checked: https://itbd.net/services/improved-it-helpdesk-support/ / 2026-11-06

## Selected service and questions

MSP Shortlist - candidate requirements
Service: Help desk / service desk

IT By Design
Selected service:
- Managed L1/L2 helpdesk
  Source / checked: https://itbd.net/services/improved-it-helpdesk-support/ / 2026-11-06
  Request: Coverage window; Exact products and workflow; Minimum condition; Contract options and notice; Current price and charging unit; Team model
  Clarify: Managed helpdesk offers 24/7/365, after-hours and overflow models. The purchased staffed window and capacity must be defined for the chosen model.
  Source / checked: https://itbd.net/services/improved-it-helpdesk-support/ / 2026-11-06
  Clarify: The wider ITBD training list names Datto, ShadowProtect, SonicWall, OpenDNS, Webroot and Microsoft Exchange. Confirm the actual products and accepted workflow for managed helpdesk.
  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: Managed helpdesk covers L1/L2 duties and escalates L3 or vendor work through the defined MSP path.
  Source / checked: https://itbd.net/services/improved-it-helpdesk-support/ / 2026-11-06
  Clarify: Escalation handoffs include the troubleshooting already completed, diagnostics and full context.
  Source / checked: https://itbd.net/services/improved-it-helpdesk-support/ / 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: __________