# LTVplus - Managed Tier 1-2 helpdesk - dedicated engineer seat quote brief Provider profile: https://mspshortlist.com/providers/ltvplus/ Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-ltvplus/managed-helpdesk 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 LTVplus Selected service: - Managed Tier 1-2 helpdesk - dedicated engineer seat Source / checked: https://www.ltvplus.com/msp-help-desk-outsourcing/ / 2026-10-18 Request: Coverage window; Exact products and workflow; Minimum condition; Contract options and notice; Current price and charging unit; Team model; Contact channels; Applicable MSP resale agreement Clarify: The helpdesk advertises business-hours, extended or 24/7 coverage options. Quote the required seats and shifts; the starting rate is not a total continuous-coverage price. Source / checked: https://www.ltvplus.com/msp-help-desk-outsourcing/ / 2026-10-18 Clarify: The helpdesk names ConnectWise, Datto/Autotask, HaloPSA, Syncro, NinjaOne, N-able and Atera; its stack also names IT Glue. ConnectWise and Datto are not exact product names. Agree ticket fields, permissions, documentation and tenant boundaries. Source / checked: https://www.ltvplus.com/msp-help-desk-outsourcing/ / 2026-10-18 Clarify: The public terms require new clients to pay the full agreed fee for the first three months, even after an early downgrade or termination request. Pricing calls this a three-month pilot. Agree the service start date, renewal and controlling order. Source / checked: https://www.ltvplus.com/terms-of-service/ / 2026-10-18 Source / checked: https://www.ltvplus.com/pricing/ / 2026-10-18 Clarify: The advertised starting figure is $2,800 per dedicated helpdesk engineer seat/month. Confirm required staffed seats, billing currency and the invoice calendar. General terms describe four-week billing, so obtain the controlling order before calculating a yearly total. Source / checked: https://www.ltvplus.com/msp-help-desk-outsourcing/ / 2026-10-18 Source / checked: https://www.ltvplus.com/terms-of-service/ / 2026-10-18 Clarify: The service page describes dedicated engineers and provider management of QA, scheduling, training and performance. Quote staffed seats, shift cover and absence cover for the purchased window. Source / checked: https://www.ltvplus.com/msp-help-desk-outsourcing/ / 2026-10-18 Clarify: The helpdesk handles white-label phone, email and portal requests, with ticket notes and escalation in the MSP PSA. Define routing, identity checks and staffed channel hours. Source / checked: https://www.ltvplus.com/msp-help-desk-outsourcing/ / 2026-10-18 Clarify: LTVplus offers managed Tier 1-2 support under the MSP brand, in the customer PSA and runbooks. The MSP retains client contracts and billing. Source / checked: https://www.ltvplus.com/msp-help-desk-outsourcing/ / 2026-10-18 Clarify: The price cards say "per month", but the general terms invoice every four weeks. Ask for the rate and invoice dates that apply to your order. Source / checked: https://www.ltvplus.com/terms-of-service/ / 2026-10-18 Clarify: The first three months remain payable at the agreed fee despite early downgrade or termination. Later exit is subject to notice and the current billing cycle; the pricing page advertises no exit penalties. Agree how those conditions fit the signed service order. Source / checked: https://www.ltvplus.com/terms-of-service/ / 2026-10-18 Source / checked: https://www.ltvplus.com/pricing/ / 2026-10-18 Clarify: Provider-created training and process materials remain LTVplus intellectual property under the public terms. A former client can request a read-only copy containing its proprietary inputs within 90 days, subject to identity checks. Agree usable runbook exports and rights before launch; personal-data rights are addressed separately. Source / checked: https://www.ltvplus.com/terms-of-service/ / 2026-10-18 Clarify: For new agreements from August 13, 2026, the terms describe a 4-4.5% anniversary increase and expressly say this is not a cap. They provide at least 30 days written notice of adjustment. Confirm the applicable rate-review schedule before using a fixed multiyear cost. Source / checked: https://www.ltvplus.com/terms-of-service/ / 2026-10-18 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: __________