# Kaseya - Endpoint NOC for MSP personnel quote brief

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

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

### Coverage statement
24/7 endpoint monitoring and management are advertised; scope depends on the order.
Source / checked: https://www.kaseya.com/products/noc-services/ / 2026-11-06

### Commitment, renewal and notice
An order defines the committed term. Removing covered endpoints does not automatically reduce the committed licenses.
Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 2026-11-06

### Price and charging unit
Covered endpoints require NOC licenses. Fees, license pools and monthly or annual advance payment are described; amounts are order-specific.
Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 2026-11-06

### Contact channels
Telephone, email or SMS to the MSP customer as detailed in the Onboarding Summary; not end-user contact.
Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 2026-11-06

## Selected service and questions

MSP Shortlist - candidate requirements
Service: NOC

Kaseya
Selected service:
- Endpoint NOC for MSP personnel
  Source / checked: https://www.kaseya.com/legal/kaseya-noc-terms-of-use/ / 2026-11-06
  Request: Exact products and workflow; Minimum condition; Team model
  Clarify: NOC terms retain ticket information for six months after creation during a subscription and make it unavailable for customer export. Agree your own decision history and handover path before service starts.
  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: __________