# Uptime / Inbay - White-label help desk quote brief

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

### Price and charging unit
The help desk FAQ offers Unlimited and Ticket Bundle models, with no numeric rate shown. Confirm included tickets, limits and the billing unit in the proposal.
Source / checked: https://www.uptimeglobal.tech/faq / 2026-10-16

## Selected service and questions

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

Uptime / Inbay
Selected service:
- White-label help desk
  Source / checked: https://www.uptimeglobal.tech/helpdesk / 2026-10-15
  Request: Coverage window; Exact products and workflow; Minimum condition; Contract options and notice; Team model; Contact channels
  Clarify: Unlimited Helpdesk has office-hours and 24/7 tiers. The brochure gives 08:00-18:00 Monday-Friday or 24/7/365 break/fix, depending on the package; agree timezone, holidays and the purchased tier.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime%20Helpdesk%20Overview%202025.pdf#page=7 / 2026-10-17
  Clarify: Help desk sources name Autotask, HaloPSA, IT Glue and SuperOps. The SuperOps announcement describes two-way ticket updates, notes and time entries while tickets remain in the MSP platform. Confirm permissions, field mapping, failure handling and the purchased service workflow.
  Source / checked: https://www.uptimeglobal.tech/post/uptime-integrates-with-superops / 2026-10-17
  Source / checked: https://www.uptimeglobal.tech/faq / 2026-10-16
  Clarify: The Unlimited Helpdesk brochure describes email and phone support within the purchased office-hours or 24/7 tier. Agree intake queues and escalation routes.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime%20Helpdesk%20Overview%202025.pdf#page=7 / 2026-10-17
  Clarify: The help desk page states teams in the USA, UK, New Zealand and South Africa. This is a help-desk team statement, not an assigned NOC team or data-residency guarantee.
  Source / checked: https://www.uptimeglobal.tech/helpdesk / 2026-10-16
  Clarify: The Unlimited Helpdesk brochure describes UK-only onsite visits, generally the next business day during business hours after remote repair fails, with location exceptions agreed in the contract. Standard patch management covers Windows unless a Mac support contract is taken. Network-device support requires the whole customer environment to be covered. Agree the purchased tier, locations and authorized work.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime%20Helpdesk%20Overview%202025.pdf#page=8 / 2026-10-17
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime%20Helpdesk%20Overview%202025.pdf#page=7 / 2026-10-17
  Clarify: The Unlimited Helpdesk brochure separates one-time partner onboarding, with up to six calls covering integrations, documentation and access, from end-client onboarding using tooling, RMM deployment and technical review. Agree the actual milestones and launch date.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime%20Helpdesk%20Overview%202025.pdf#page=11 / 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: __________