# The 20 - Full membership - support desk scope quote brief

Provider profile: https://mspshortlist.com/providers/the-20/
Selected-service RFP: https://mspshortlist.com/tools/rfp-template/#service=vendor-the20/full-membership-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: __________

## Selected service and questions

MSP Shortlist - candidate requirements
Service: Help desk / service desk

The 20
Selected service:
- Full membership - support desk scope
  Source / checked: https://www.the20.com/full-membership / 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 full-membership programme includes a US-based 24/7 support desk. Define its supported workload, channels, service clocks and the client-branding arrangement in the order.
  Source / checked: https://www.the20.com/full-membership / 2026-10-18
  Clarify: The full-membership support desk is described as US-based. Obtain the assigned team and data-processing schedule; this statement does not locate every member business, tool or storage service.
  Source / checked: https://www.the20.com/full-membership / 2026-10-18
  Clarify: Full membership is offered to MSPs and includes an operational support desk alongside vendor pricing, playbooks, peer resources and other business support. Confirm the service order, client contact and branding mechanics.
  Source / checked: https://www.the20.com/full-membership / 2026-10-18
  Clarify: IGNITE displays $999/month for its coaching programme and advertises a 90-day opt-out. The page does not state a currency. This amount does not price the full-membership support desk; obtain each programme agreement, included services, taxes and exit conditions separately.
  Source / checked: https://www.the20.com/ignite / 2026-10-18
  Clarify: The programme comparison labels IGNITE as 12 weeks and full membership as ongoing. The IGNITE page describes 90 days. Obtain the actual programme dates, initial support-service term, renewal and notice; none of these labels establishes monthly cancellation of the operational desk.
  Source / checked: https://www.the20.com/full-membership / 2026-10-18
  Source / checked: https://www.the20.com/ignite / 2026-10-18
  Clarify: The comparison marks Dedicated Support for full membership. It does not define an exclusively assigned engineer, reserved seat count or absence cover. Obtain the actual team allocation and service coverage before treating this benefit label as a staffing model.
  Source / checked: https://www.the20.com/full-membership / 2026-10-18
  Clarify: The June 2025 IGNITE announcement describes a migration roadmap to The 20 stack and support model for full membership. IGNITE itself requires no technology or client migration. Obtain the current tool list, licences, migration work and exit/export requirements before moving the operational desk.
  Source / checked: https://www.the20.com/blog/ignite/ / 2026-10-18
  Clarify: The linked terms govern use of the website and its materials. They do not specify the purchased membership scope, initial term, service levels, renewal or termination notice. Obtain the actual membership agreement and service schedule.
  Source / checked: https://www.the20.com/terms / 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: __________