Published service details
Service details from Benchmark365, checked . How to read these terms.
- Who the service is for
- The help desk is explicitly white-label for MSPs and TSPs. The NOC page also targets ITSPs and internal IT departments; white-label help desk branding is not a statement about every NOC plan. Help desk FAQ / 2026-10-17 (external website) NOC plans / 2026-10-17 (external website)
- Service hours
- NOC plans advertise 24x7x365. Help desk programs offer optional 24x7x365, with a separate first-30-day transition window described in the agreement. NOC plans / 2026-10-17 (external website) Help desk FAQ / 2026-10-17 (external website) Public agreement / 2026-10-17 (external website)
- Price and billing unit
- NOC starting prices are USD 990/month for Launch, USD 2,990/month for Connect and USD 9,990/month for Enterprise. Work and customer-environment allowances differ by plan; monthly prices do not establish the contract term. NOC plans / 2026-10-17 (external website)
- PSA and RMM tools
- The help desk names buyer RMM tools and specific PSA products, including HaloPSA and ConnectWise Manage. NOC PSA labels are broader; confirm product and workflow support for the purchased service. Help desk FAQ / 2026-10-17 (external website) NOC plans / 2026-10-17 (external website)
- Time to go live
- The help desk FAQ estimates 15-30 days for onboarding, then about 90 days to align systems and processes. The NOC FAQ separately states 30-45 days to get started. Help desk FAQ / 2026-10-17 (external website) NOC FAQ / 2026-10-17 (external website)
- Published security statement
- The NOC page states alignment with ISO/IEC 27001:2022 and says the Stage 2 audit is underway. It does not present that wording as a completed certification. Source / 2026-10-17 (external website)
Not published: team location, time to receive a quote. Ask for these in the proposal.
Services and plans
| Service | Hours | Price and billing unit | Team | Request |
|---|---|---|---|---|
| White-label help desk | Optional 24x7x365 help desk coverage is offered. The public agreement describes local business hours during the first 30 days, followed by the agreed coverage window. Help desk FAQ / 2026-10-17 (external website) Public agreement / 2026-10-17 (external website) | Usage-based pricing rather than per endpoint or per user. The billable usage unit is not published. Ask for included capacity and excess-usage charges. Help desk FAQ / 2026-10-17 (external website) | Not published. | RFP for this service Service brief |
| NOC Launch | See shared terms below. | USD 990/month starting price. Includes 3 customer environments and 10 investigations per month, with email intake. Endpoint, user and ticket intake is advertised as unlimited; completed work is capped by the plan allowances. NOC plans / 2026-10-17 (external website) | Not published. | RFP for this service Service brief |
| NOC Connect | See shared terms below. | USD 2,990/month starting price. Includes 10 customer environments, 25 investigations and 10 remediations per month, plus live two-way PSA integration. Major Incident Response is an add-on; unlimited tickets do not mean unlimited completed work. NOC plans / 2026-10-17 (external website) | Not published. | RFP for this service Service brief |
| NOC Enterprise | See shared terms below. | USD 9,990/month starting price for customized scope, with unlimited approved customer environments. The page lists contractual SLA alignment, compliance agreements and a named-resources option; investigation and remediation quantities need a written scope. NOC plans / 2026-10-17 (external website) | Not published. | RFP for this service Service brief |
Terms and working arrangements
- Tools - White-label help desk
- The help desk FAQ names buyer RMM platforms and HaloPSA, Autotask, ConnectWise Manage, Syncro and Kaseya BMS integrations. Staff work in Benchmark365 systems, rather than inside the MSP ticketing system. Help desk FAQ / 2026-10-17 (external website)
- Minimum order - White-label help desk
- Help desk minimum: $990/month. The FAQ does not identify the billing currency. Help desk FAQ / 2026-10-17 (external website)
- Contract length - White-label help desk
- The FAQ advertises monthly-to-annual options. Public agreement clause 4.1 states a five-year initial term; clause 4.3 separately permits termination with notice and possible costs. Confirm the incorporated agreement version and Order Form before treating the service as a monthly commitment. Public agreement / 2026-10-17 (external website) Help desk FAQ / 2026-10-17 (external website)
- Contact channels - White-label help desk
- The help desk handles phone and email using MSP branding. Benchmark365 supplies a regional phone number for diverted calls; confirm the routing and response rules for the chosen coverage window. Help desk FAQ / 2026-10-17 (external website)
- Service hours - NOC Launch; NOC Connect; NOC Enterprise
- 24x7x365 coverage is advertised for this NOC plan. NOC plans / 2026-10-17 (external website)
- Tools - NOC Launch; NOC Connect; NOC Enterprise
- The NOC page names Datto RMM, NinjaOne, ConnectWise Automate, N-able N-central, Kaseya VSA and Atera, plus network monitoring tools. PSA labels are Halo, Autotask and ConnectWise; exact Halo and ConnectWise products need confirmation. NOC plans / 2026-10-17 (external website)
- Contact channels - NOC Launch
- Launch lists email intake. NOC plans / 2026-10-17 (external website)
- Contact channels - NOC Connect
- Connect lists live two-way PSA integration. NOC plans / 2026-10-17 (external website)
Service conditions
- White-label help desk: Clause 4.3 describes 30 days of written notice, counted from the end of the current billing cycle. Early termination costs may be set by the Order Form; the clause also provides for reasonable incurred costs less fees already paid. Public agreement / 2026-10-17 (external website)
- White-label help desk: The agreement overview states a one-time onboarding fee without an amount and a deposit equal to one month of service. Subscription charges start at signup while provisioning and onboarding proceed. Public agreement / 2026-10-17 (external website)
- NOC Launch; NOC Connect; NOC Enterprise: The NOC FAQ estimates 30-45 days to get started. NOC FAQ / 2026-10-17 (external website)
- NOC Launch; NOC Connect; NOC Enterprise: Every alert reaches the NOC as a ticket; the FAQ says the team does not watch dashboards. NOC FAQ / 2026-10-17 (external website)
Not published for the selected service
- NOC Launch; NOC Connect: Minimum order, Contract length.
- NOC Enterprise: Minimum order, Contract length, Contact channels.
Ask for these in the proposal. Terms published for another service do not fill these gaps.
Points to settle before signing
PSA integration and the working queue
The help desk FAQ says staff use Benchmark365 systems even when the MSP PSA is integrated. Agree which system owns updates, approvals and the final ticket history. Help desk FAQ / 2026-10-17 (external website)
Setup and the first overnight shift
The agreement overview describes 15 business days for setup and local business hours for the first 30 days. This differs from the FAQ estimate of 15-30 days; settle milestones, billing start and the first overnight shift in the order. Public agreement / 2026-10-17 (external website) Help desk FAQ / 2026-10-17 (external website) NOC FAQ / 2026-10-17 (external website)
Familiarized specialists and reserved capacity
At least three specialists are familiarized with the MSP, its customers and stack after go-live. The FAQ does not say these specialists work exclusively for one buyer. Help desk FAQ / 2026-10-17 (external website)
Ticket intake and work allowances
Alerts enter the NOC as tickets; the FAQ says the team does not watch dashboards. Launch and Connect separate investigation allowances from remediation work, so define what consumes each allowance. NOC FAQ / 2026-10-17 (external website)
Security incident response scope
The NOC FAQ places security incident response under Major Incident Response on Connect and Enterprise. The combined NOC/SOC heading alone does not describe a separate fully scoped SOC or MDR purchase. NOC FAQ / 2026-10-17 (external website)
- Separate unlimited alert intake from completed investigation and remediation allowances.
- Put the applicable agreement, notice calculation, upfront fees and billing start in the proposed order.
- Confirm assigned delivery and data-processing countries. A Sydney headquarters address does not locate the purchased shift.
The help desk FAQ (external website), checked 6 November 2026, says qualified personnel are located in the Philippines. The NOC page (external website) describes a global team. Obtain the assigned team and processing locations for your chosen purchase; the help desk statement does not establish the location of every NOC shift.
Fits when
- You want a branded remote help desk and can agree how its working queue synchronizes with your PSA.
- You can estimate monthly investigation and remediation volumes, then compare those volumes against a specific NOC plan.
Questions for Benchmark365
- What is the help desk billable usage unit, billing currency and included capacity above the stated minimum?
- Which PSA fields, notes, approvals and ticket status changes synchronize, and which system contains the complete history?
- What counts as one NOC investigation or remediation, including repeat alerts, reopenings and work beyond the allowance?
- Which agreement version, Order Form, termination costs and billing-cycle notice rules govern this service?
- When do charges start, when does the first overnight shift begin, and which staff and processing locations cover it?
Provider-published customer accounts
Benchmark365 publishes these accounts of named customer engagements. Read them for documentation, client communication and the work kept inside the MSP. Use the service conditions above when preparing the current commercial order.
In Benchmark365's Go Computers case, founder Jeremy Johnson describes investing in documentation, working through early tickets alongside the support team and keeping communication open during the handover. The account focuses on freeing capacity to run his MSP. Read the Go Computers case - checked 2026-10-18 (external website)
Benchmark365's Bulletproof Infotech case attributes the account to Sean Tindall, President and CTO, and Devin Chamberlain, VP of Service Delivery. Describing Bulletproof's early 2022 move, they explain how a small client group was introduced to a virtual helpdesk while internal staff focused on projects and career development. Read the Bulletproof Infotech case - checked 2026-10-18 (external website)