# Sherweb - Partner-RMM first-line monitoring quote brief

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

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

### Contact channels
Alerts arrive from the partner ticketing platform through an API into Sherweb systems; technicians access the partner RMM for the defined first-line actions.
Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=14 / 2026-10-17

## Selected service and questions

MSP Shortlist - candidate requirements
Service: NOC

Sherweb
Selected service:
- Partner-RMM first-line monitoring
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf / 2026-10-17
  Request: Coverage window; Exact products and workflow; Minimum condition; Contract options and notice; Current price and charging unit; Team model
  Clarify: The NOC schedule states a 12-month minimum and remaining-term fees on early convenience exit. RMM Monitoring is included in the SOW governed by that schedule; confirm the schedule and commitment attached to the specific RMM order.
  Source / checked: https://images.sherweb.com/legal/noc-service-schedule.pdf#page=2 / 2026-10-17
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=3 / 2026-10-17
  Clarify: RMM Monitoring uses a fee per ticket and the partner RMM. Its numeric rate, billable-ticket definition, reopenings and minimum volume need an order-specific answer.
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=3 / 2026-10-17
  Clarify: RMM Monitoring handles first-line triage and predefined low-risk actions inside the partner RMM. Advanced troubleshooting, application work and customer communications remain outside that first-line service; the partner retains higher-level ownership.
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=14 / 2026-10-17
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=15 / 2026-10-17
  Clarify: RMM Monitoring lists S1 targets of 15 minutes for first response and 30 minutes for triage/escalation. Those targets concern first-line handling, not a promise to complete full remediation.
  Source / checked: https://images.sherweb.com/legal/noc_documentation_en.pdf#page=15 / 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

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: __________