# Microbyte - White-label helpdesk - user or ticket basis quote brief

Provider profile: https://mspshortlist.com/providers/microbyte/
Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-microbyte/white-label-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

Microbyte
Selected service:
- White-label helpdesk - user or ticket basis
  Source / checked: https://www.microbyte.com/helpdesk/ / 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; Team / operations country for this service; Applicable MSP resale agreement
  Clarify: The white-label service advertises 24/7 helpdesk support. Agree staffed channels, holidays, escalation cover and service targets.
  Source / checked: https://www.microbyte.com/helpdesk/ / 2026-10-18
  Clarify: The page advertises month-to-month pricing flexibility. It does not supply an initial contract term, renewal schedule or cancellation-notice clause. Obtain the controlling order before assuming monthly exit.
  Source / checked: https://www.microbyte.com/helpdesk/ / 2026-10-18
  Clarify: Two pricing bases are described: £30 per seat/user with no billing period stated in that answer; or £30 per ticket above 20 tickets per month, with the base charge unstated. Obtain the full fee schedule and tax treatment.
  Source / checked: https://www.microbyte.com/helpdesk/ / 2026-10-18
  Clarify: The FAQ describes staffed support calls, while the service page describes ticket handling. Email, chat, portal routing and channel-specific coverage need a service schedule.
  Source / checked: https://www.microbyte.com/helpdesk/ / 2026-10-18
  Clarify: The white-label FAQ locates MSP technicians in Peterborough, London and Dubai, with Dubai handling most global out-of-hours work. Its separate Los Angeles office statement does not locate the assigned support team or customer data.
  Source / checked: https://www.microbyte.com/helpdesk/ / 2026-10-18
  Clarify: Microbyte offers a white-label helpdesk to MSPs and in-house IT teams. Agree the customer-facing identity, purchased work and reseller terms.
  Source / checked: https://www.microbyte.com/helpdesk/ / 2026-10-18
  Clarify: The service describes an open-ticket audit, creation of training materials and a managed handover. Define backlog ownership and which open requests are included before launch.
  Source / checked: https://www.microbyte.com/helpdesk/ / 2026-10-18
  Clarify: The page describes mainly first- and second-line support plus third-line assistance for more complex escalations. Agree approved actions, access, exclusions and the escalation owner.
  Source / checked: https://www.microbyte.com/helpdesk/ / 2026-10-18
  Clarify: Microbyte describes calls as answered in under five minutes and its usual wait as under 45 seconds. These are supplier statements, rather than independently measured results or a supplied contractual remedy. Ask for the purchased response clock and reporting.
  Source / checked: https://www.microbyte.com/helpdesk/ / 2026-10-18
  Clarify: The white-label page names Microsoft Office, Microsoft 365, Okta and OneLogin as supported application examples. Application support does not identify a PSA connector or approved privileged actions.
  Source / checked: https://www.microbyte.com/helpdesk/ / 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: __________