# Sherweb - Helpdesk quote brief Provider profile: https://mspshortlist.com/providers/sherweb/ Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-sherweb/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: __________ ## Published starting scope ### Products and workflow The HDC API list names Autotask, ConnectWise, Kaseya BMS, Syncro MSP, C2 ITSM, Freshdesk, Halo and NinjaOne PSA. Documentation tools are IT Glue, Hudu and SyncMonkey. Halo and ConnectWise products are not specified; NinjaOne PSA is not a NinjaRMM statement. Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=3 / 2026-10-17 Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=7 / 2026-10-17 ### Contact channels Helpdesk intake: phone, chat, email and HDC API. Activity submitted through HDC is mirrored in Sherweb internal ticketing. Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=3 / 2026-10-17 ## Selected service and questions MSP Shortlist - candidate requirements Service: Help desk / service desk Sherweb Selected service: - Helpdesk Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf / 2026-10-17 Request: Coverage window; Minimum condition; Contract options and notice; Current price and charging unit; Team model; Team / operations country for this service Clarify: Helpdesk coverage is either 24x7x365 or 08:00-20:00 Eastern, Monday-Friday, as agreed. Email and HDC ticket submission remain available 24x7; submission availability does not determine the purchased staffed window. Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=7 / 2026-10-17 Clarify: The published service schedule states a 12-month minimum from service commencement. Convenience termination before it ends leaves fees for the remaining minimum term payable. Confirm the incorporated schedule and order. Source / checked: https://images.sherweb.com/legal/helpdesk-service-schedule.pdf#page=2 / 2026-10-17 Clarify: Helpdesk pricing is offered per seat, per ticket or through a dedicated model. No numeric rate, included ticket quantity or complete setup-fee schedule is stated on the reviewed service page. Source / checked: https://www.sherweb.com/partner-services/helpdesk / 2026-10-17 Clarify: A dedicated helpdesk model is advertised alongside per-seat or per-ticket invoicing. Obtain the allocation, shift hours and backfill arrangements for that model. Source / checked: https://www.sherweb.com/partner-services/helpdesk / 2026-10-17 Clarify: The helpdesk SOW locates phone personnel in Canada or the United States. A linked 2024 product sheet also advertises an offshore option without countries; confirm the purchased model and locations for each channel and data flow. Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=3 / 2026-10-17 Source / checked: https://images.sherweb.com/sherweb-helpdesk-product-sheet-en.pdf / 2026-10-17 Clarify: The helpdesk SOW defines Tier-1 support, while the service page advertises L1-L2. It permits reassignment when work is out of scope, documentation is insufficient or resolution is expected to exceed 30 minutes. Agree the purchased support tier and escalation boundary. Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=8 / 2026-10-17 Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=4 / 2026-10-17 Source / checked: https://www.sherweb.com/partner-services/helpdesk / 2026-10-17 Clarify: HDC ticket activity is mirrored in Sherweb internal ticketing. Its documentation instance synchronizes IT Glue, Hudu or SyncMonkey; if synchronization is unavailable, the SOW calls for access credentials. Agree which copy contains approvals, complete history and handover exports. Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=3 / 2026-10-17 Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=7 / 2026-10-17 Clarify: Helpdesk targets include 80% of phone calls answered within 90 seconds and 80% of email/API replies within four hours, with a five-ticket monthly minimum for that objective. The SOW calls these objectives, with no compensation for misses; they are not measured performance or a resolution guarantee. Source / checked: https://images.sherweb.com/legal/helpdesk-service-documentation.pdf#page=7 / 2026-10-17 Clarify: The schedule makes termination effective on the last day of the month after the month when notice is received. The minimum term and remaining-fee conditions still apply; this is not a fixed 30-day exit promise. Source / checked: https://images.sherweb.com/legal/helpdesk-service-schedule.pdf#page=2 / 2026-10-17 Clarify: The schedules describe monitoring and recording of service communications, with 90 calendar days of active retention and up to one year of archive retention. They place end-user information and consent responsibilities with the buyer; settle the applicable data flow and retention arrangements before launch. Source / checked: https://images.sherweb.com/legal/helpdesk-service-schedule.pdf#page=2 / 2026-10-17 Source / checked: https://images.sherweb.com/legal/noc-service-schedule.pdf#page=2 / 2026-10-17 Clarify: Contracted unit decreases are allowed only after the minimum term. Reductions above 25% through 50% need 30 calendar days of notice; above 50% through 75% need 60; above 75% need 90. Obtain the rule for the exact reduction, including changes at or below 25%. Source / checked: https://images.sherweb.com/legal/helpdesk-service-schedule.pdf#page=2 / 2026-10-17 Source / checked: https://images.sherweb.com/legal/noc-service-schedule.pdf#page=2 / 2026-10-17 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: __________