# Supportwave - Dedicated Helpdesk quote brief Provider profile: https://mspshortlist.com/providers/supportwave/ Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-supportwave/dedicated-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 Supportwave Selected service: - Dedicated Helpdesk Source / checked: https://www.supportwave.com/it-helpdesk-noc / 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: Dedicated Helpdesk lists 24/7 coverage with an assigned engineering team. Agree the request types, actual staffed shifts, escalation and retained duties in the order. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Clarify: The service page names HaloPSA and Autotask for work inside the MSP tools. ConnectWise, Datto and Halo also appear without a specific product in the FAQ, which names IT Glue. Direct tool access, an automated connector and the Shared plan's entitlements need separate answers. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Clarify: The helpdesk page advertises month-to-month plans, while the June 2023 general marketplace terms describe an annual evergreen subscription. Obtain the controlling helpdesk order, initial term, renewal and cancellation notice before relying on monthly exit. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Source / checked: https://www.supportwave.com/terms-and-conditions / 2026-10-18 Clarify: Dedicated Helpdesk describes an assigned engineering team. Obtain the capacity, shift allocation and absence cover for the purchased workload. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Clarify: Shared Helpdesk lists email, chat and phone; the higher plans inherit Shared. The MSP overview also describes existing-PSA and provider-portal intake. Agree which channels, phone identity and escalation paths cover the order. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Source / checked: https://www.supportwave.com/ / 2026-10-18 Clarify: The helpdesk FAQ locates its 24/7 engineering team in South Africa and describes permanent employees. Obtain the assigned team, subcontractor and data-processing schedule; global onsite availability and demonstration staff cards do not locate every remote support shift. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Clarify: The helpdesk FAQ offers MSP white-label delivery under the MSP brand, phone greeting and SLAs. Obtain the tenant, client-contact, identity and escalation configuration for the selected plan. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Clarify: The service page advertises a fixed cost per ticket without a numeric tariff or plan-specific billable-ticket definition. The pricing FAQ builds a quote from skills, coverage, volume, location and SLA. Obtain the actual unit, included usage, minimum, overages, taxes and currency. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Source / checked: https://www.supportwave.com/pricing / 2026-10-18 Clarify: The general terms are marked June 26, 2023 and govern the site and marketplace. Their subscription section describes 12 months, evergreen renewal, a first-30-day cancellation window and three months' notice before annual renewal. The helpdesk page instead promises month-to-month. Obtain the order's document hierarchy and actual exit mechanics; marketplace credits and job-refund rules may concern a different purchase. Source / checked: https://www.supportwave.com/terms-and-conditions / 2026-10-18 Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Clarify: The setup answer says there is no monthly setup fee. That wording leaves the one-time onboarding amount, migration work, tooling and other entry charges to the proposal. Obtain those amounts explicitly instead of treating the answer as a zero-fee onboarding schedule. Source / checked: https://www.supportwave.com/pricing / 2026-10-18 Clarify: The helpdesk page promises launch within five days of signing the contract or the first month free, with training/testing on Days 3-4 and go-live on Day 5. The pricing page makes the timeline conditional on requirements, systems and onboarding. Agree the start event, prerequisites, acceptance date and remedy in writing. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-11-06 Source / checked: https://www.supportwave.com/pricing / 2026-10-18 Clarify: The page says engineers work inside existing systems without integration, while Dedicated explicitly adds PSA/RMM integration and Enterprise inherits it. Obtain the Shared plan's access entitlement and distinguish direct account access from automated ticket creation, update, closure and attachment synchronization. Broad ConnectWise, Datto or Halo names do not identify a particular connector. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Clarify: The current page says engineers handle customer interactions, with AI categorizing requests and a co-pilot surfacing prior fixes. Dedicated mentions use of the buyer's resolution data. Ask about ticket-data processing, retention, training exclusions, subprocessors, approvals for privileged changes and the human fallback; the marketing text is not a permission to automate every fix. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 2026-10-18 Clarify: Dedicated names an assigned engineering team; Enterprise says multiple dedicated engineers. Neither card publishes a reserved headcount per shift, holiday or sickness cover, a per-engineer utilization allowance, or an exclusive team's escalation capacity. Request these allocations for the actual staffed window. Source / checked: https://www.supportwave.com/it-helpdesk-noc / 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: __________