# IT By Design - Self-managed service-desk team 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/self-managed-team

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:
- Self-managed service-desk team roles
  Source / checked: https://itbd.net/services/self-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 self-managed global-team programme is designed for approximately 10 members within the first six months. Obtain the actual headcount commitment in its SOW; this programme-fit threshold is separate from managed-service quantities.
  Source / checked: https://itbd.net/services/self-managed-engineers/ / 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: Self-managed team costs are described per team member as direct labor, a flat technology fee and a standardized operations fee. Numeric amounts and the complete order-specific fee schedule are not published.
  Source / checked: https://itbd.net/services/self-managed-engineers/ / 2026-11-06
  Clarify: The self-managed team is led by the MSP, which owns performance, delivery outcomes and SLAs. ITBD supplies employment and operating infrastructure, rather than managing those results.
  Source / checked: https://itbd.net/services/self-managed-engineers/ / 2026-11-06
  Clarify: The self-managed page places team members in ITBD-owned facilities in India and the Philippines and excludes work-from-home/hybrid arrangements. This does not settle every customer-data processing location.
  Source / checked: https://itbd.net/services/self-managed-engineers/ / 2026-11-06
  Clarify: The self-managed role menu includes service desk, L2/L3 engineers, project engineers and escalation specialists. The programme supports broader global teams; the minimum refers to global members rather than 10 helpdesk agents for one client.
  Source / checked: https://itbd.net/services/self-managed-engineers/ / 2026-11-06
  Clarify: The self-managed team is led by the MSP, which owns performance, delivery outcomes and SLAs. ITBD supplies employment and operating infrastructure, rather than managing those results.
  Source / checked: https://itbd.net/services/self-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: __________