# Kaseya - Dedicated Resource (NOC add-on) quote brief

Provider profile: https://mspshortlist.com/providers/kaseya-noc/
Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-kaseya-noc/dedicated-resource

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: NOC

Kaseya
Selected service:
- Dedicated Resource (NOC add-on)
  Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 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
  Clarify: The separately purchased Dedicated Resource add-on names specific Kaseya personnel. This does not define the standard NOC team model, exclusive full-time assignment or a covered shift. Confirm assignment, replacement and management duties.
  Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 2026-11-06
  Clarify: Dedicated Resource is a separate NOC-related capacity add-on with its own agreed service description. It supplements NOC operations; end-user Help Desk is separate. Specify exclusive allocation, shift hours and named tools in the resource order.
  Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 2026-11-06
  Clarify: Remote Hands is typically purchased as monthly hours that expire unused; the terms call Dedicated Resource similar. Have the resource order state its hours, expiry, excess use, staff replacement and approval rules.
  Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 2026-11-06
  Clarify: Where the linked Master Agreement applies, committed subscriptions need cancellation or renewal opt-out notice at least 30 days before term end. This is not mid-term release from committed payments. Confirm the signed order, applicable master and required notice channel.
  Source / checked: https://www.kaseya.com/legal/kaseya-master-agreement/ / 2026-11-06
  Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 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: __________