# Kaseya - Help Desk Services - per-device or per-ticket quote brief

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

Kaseya
Selected service:
- Help Desk Services - per-device or per-ticket
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Request: Coverage window; Contact channels; Exact products and workflow; Minimum condition; Contract options and notice; Current price and charging unit; Team model; Applicable MSP resale agreement
  Clarify: 24/7/365 is an order option; the purchased window controls support.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Clarify: English phone/email for registered users; international-call options cost extra.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Clarify: Help Desk RMM examples are Datto RMM/Kaseya VSA. RMM, IT Glue and supported PSA subscriptions cost extra; obtain the current supported-product list.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Clarify: Help Desk per-ticket requires 400 registered devices. Per-device covers all supported employee devices and RMM-managed contractor devices.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Clarify: Order-defined committed term; advance monthly payment does not confer monthly cancellation or unit reductions.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Clarify: Per-device licences or monthly ticket batches; rates, onboarding and overages are order-specific.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Clarify: MSPs must bundle Help Desk with managed service. Low-touch resale is excluded; a custom phone greeting costs extra.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Clarify: Monthly tickets expire; each started 30 minutes uses one. After 60 minutes Kaseya may return the issue or charge more tickets; overages come in fives.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Clarify: Help Desk SLOs begin after 60 days; request targets and the ramp-period escalation plan.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-terms-of-use/ / 2026-11-06
  Clarify: Help Desk retains ticket information for one year during a subscription and exposes incident details through PSA. Confirm permitted exports and attachments. Call recordings are not normally released; the terms reserve court-order or discretionary exceptional release.
  Source / checked: https://www.kaseya.com/legal/help-desk-services-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: __________