# Sherweb - Core NOC on Sherweb tools quote brief

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

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
Core NOC describes automated 24x7x365 server monitoring and 24/7 support and incident management. The separate RMM Monitoring offer needs its own staffed coverage window.
Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=5 / 2026-10-17
Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=6 / 2026-10-17

### Products and workflow
Core NOC maintains its own IT Glue instance and synchronizes it with the buyer instance. Its monitoring platform is provider-operated; this statement does not identify the partner RMM or prove a PSA connector.
Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=12 / 2026-10-17

### Contact channels
Core NOC incidents can be submitted by phone, email or a ticketing platform compatible with the API. Alert notification uses agreed email, ticket or SMS routes; notification channels are not all incident-intake methods.
Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=7 / 2026-10-17

## Selected service and questions

MSP Shortlist - candidate requirements
Service: NOC

Sherweb
Selected service:
- Core NOC on Sherweb tools
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf / 2026-10-17
  Request: Minimum condition; Contract options and notice; Current price and charging unit; Team model
  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/noc-service-schedule.pdf#page=2 / 2026-10-17
  Clarify: Core NOC uses a quoted flat monthly fee per covered device. The SOW says the full monthly amount is charged regardless of days active in that billing period; no numeric rate is given.
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=12 / 2026-10-17
  Clarify: The October 2026 SOW separates core NOC using Sherweb tools and per-device pricing from RMM Monitoring using partner tools and per-ticket pricing. Its appendix maps the listed legacy Essentials and Pro SKUs to NOC; confirm the actual SKU and SOW instead of mixing old plan names with a different service.
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=3 / 2026-10-17
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=20 / 2026-10-17
  Clarify: Core NOC SLOs distinguish alarm notification from remediation actions: the table lists 30-minute severity-1/2 notification, then separate action targets after notification. The document says these are objectives without compensation. Obtain the clocks and exclusions for the actual SKU.
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=13 / 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/noc-service-schedule.pdf#page=2 / 2026-10-17
  Clarify: The NOC offboarding section says agent removal, including endpoint protection, can take up to 30 days and supplies no offboarding report. Agree exports, replacement protection and removal sequence before the service ends.
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=19 / 2026-10-17
  Clarify: Core NOC invoicing begins when servers are ready for release to the operations team. The preceding assessment may take up to two weeks after deployment and discovery.
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=4 / 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: __________