# Uptime / Inbay - Channel-only NOC quote brief

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

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
Fixed monthly cost is described; no numeric rate on the reviewed NOC page.
Source / checked: https://www.uptimeglobal.tech/noc / 2026-10-15

### Contact channels
The NOC brochure sends high-priority escalations to the MSP technical contact by phone, email and ticket; medium / low use email and ticket. This describes escalation to the MSP, not an end-user call service.
Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=8 / 2026-10-16

## Selected service and questions

MSP Shortlist - candidate requirements
Service: NOC

Uptime / Inbay
Selected service:
- Channel-only NOC
  Source / checked: https://www.uptimeglobal.tech/noc / 2026-10-15
  Request: Coverage window; Exact products and workflow; Minimum condition; Contract options and notice; Team model; Team / operations country for this service
  Clarify: The NOC brochure offers 24/7/365, in-hours or out-of-hours coverage, with supported devices and the purchased window set in the contract. In-hours excludes public holidays; out-of-hours includes them. Agree timezone, device tier and the exact schedule.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=11 / 2026-10-17
  Clarify: The NOC brochure names Autotask PSA and Datto RMM for the Partner Portal, including synchronized tickets; its example describes NOC ticket integration. This is narrower than the company-wide technology list. Confirm the current connector, RMM support and ticket-update workflow for your contract.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=25 / 2026-10-17
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=26 / 2026-10-17
  Clarify: The NOC brochure identifies a Technical Delivery Centre in Colombo, Sri Lanka. Confirm the assigned team and processing locations; this center statement does not guarantee an exclusive country or data residency.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=27 / 2026-10-17
  Clarify: Server Standard analyzes and triages failed alerts back to the MSP; remediation, preventive maintenance, add-ons, vendor management and RCA are excluded. Server Premium adds corrective action and those listed operations. Agree the device package and authorized actions; scheduled service requests have separate charging rules.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=17 / 2026-10-17
  Clarify: For directly supported RMM products, the brochure uses the MSP's own software instance; the current product list is available on request. Otherwise Uptime describes deploying its own SaaS monitoring agents alongside the MSP's agents. Automation depends on RMM capabilities. Agree agent ownership, permissions and removal.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=10 / 2026-10-17
  Clarify: Remediation is limited to monitored services covered by the selected monitoring templates. An out-of-hours remediation task can be requested; agree the maintenance window and approval process.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=11 / 2026-10-17
  Clarify: The NOC brochure lists first-response targets of 30 minutes, 2 hours and 8 hours for high, medium and low priorities, each with a 90% target. These are first-response figures, not matching restore or resolution commitments.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=7 / 2026-10-16
  Clarify: The NOC brochure bills approved service requests at an hourly rate in five-minute increments, requires at least 48 hours to schedule them and caps effort at four hours per ticket. Those requests sit outside the standard NOC SLA; obtain the rate and applicable scope.
  Source / checked: https://landing.uptimeglobal.tech/hubfs/Brochures/pdf/Uptime_NOC%20Brochure.pdf#page=13 / 2026-10-16

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: __________