Published service details
Service details from HelpDesk.tech, checked . How to read these terms.
- Service hours
- The white-label terms describe standard remote support from 8am to 5pm Monday-Friday in a chosen Pacific, Central or Eastern US time zone, excluding holidays, unless otherwise contracted. Concierge and Premium also advertise 8am-5pm; Enterprise needs its own staffed schedule. White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website)
- Shared or dedicated team
- Premium lists a small pod of assigned technicians; Enterprise lists dedicated teams in the buyer stack. A pod or an account representative does not specify exclusive full-time engineer capacity. Concierge describes reception and coordination roles. Partner intake, user support and team pricing / 2026-11-06 (external website)
- Contact channels
- Concierge intake lists phone, chat and text. Premium lists inbound/outbound phone, chat, SMS and remote control. The Enterprise card does not state its channels; specify routing and staffed channels for that order. Partner intake, user support and team pricing / 2026-11-06 (external website)
- Notice period
- The white-label terms require 30 days notice before term end for non-renewal. Their early-exit path separately describes prior remedies, 50% of remaining agreement value, a signed quotation/payment and actual offboarding costs. Breach has its own 30-day cure path. Agree the final dates and charges in the order. White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website)
- Price and billing unit
- Concierge starts at $1,584/month when paid annually. Premium displays workstation-seat figures from $38 at 100+ to $18 at 1000+, with its billing period and currency to settle. Enterprise asks for a quote. Price the selected service and applicable commitment. Partner service pricing / 2026-11-06 (external website)
- Onboarding fees
- The partner home says the first 30 days, considered onboarding, are not charged. The representative discusses minimums and terms. Obtain other setup charges, payment timing and any commitment before treating this as a free trial. MSP partner service / 2026-11-06 (external website)
- PSA and RMM tools
- The Pillar I description names ConnectWise ScreenConnect for Pillar I alone and Datto RMM when Pillars I and II are combined; BeyondTrust is labelled legacy. These are conditional supplier-stack descriptions. Named PSA products and Enterprise buyer-stack acceptance need a separate answer. White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website)
- Team location
- The Concierge card explicitly says its representatives are in the USA. Premium and Enterprise assigned-engineer countries are not stated in these pricing cards. Obtain service-specific staff and data-processing locations. Partner intake, user support and team pricing / 2026-11-06 (external website)
Not published: time to go live, time to receive a quote. Ask for these in the proposal.
Services and plans
| Service | Hours | Price and billing unit | Team | Request |
|---|---|---|---|---|
| Premium User Support - workstation seat | Premium advertises 8am-5pm support. The white-label terms describe weekdays in a selected Pacific, Central or Eastern US timezone, excluding holidays unless otherwise contracted. Establish the staffed schedule and allowed work. Partner intake, user support and team pricing / 2026-11-06 (external website) White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website) | The Premium card defines one seat as a workstation plus peripherals. Per-seat figures are $38 at 100+, $28 at 200+, $24 at 300+, $22 at 400+, $19 at 500+ and $18 at 1000+. The seat figures do not state their billing period or currency. Obtain the purchased quantity, applicable band, period and full fee schedule. Partner service pricing / 2026-11-06 (external website) | Premium lists a small pod of assigned technicians plus intake and mentor engineering roles. Agree concurrent staffing, exclusivity and absence cover; the card does not quantify full-time reserved seats. Partner intake, user support and team pricing / 2026-11-06 (external website) | RFP for this service Service brief |
| Concierge intake - reception and ticket creation | Concierge advertises 8am-5pm answering. Agree the timezone, weekdays, holidays and escalation routing; this is intake and coordination rather than a promised technical-resolution window. Partner intake, user support and team pricing / 2026-11-06 (external website) | Concierge starts at $1,584 per month when paid annually. This is reception and ticket preparation, with technical resolution purchased separately. Obtain the currency, included contact volume, annual payment total, taxes and extra charges. Partner service pricing / 2026-11-06 (external website) | Not published. | RFP for this service Service brief |
| Enterprise - dedicated team in your stack | Not published. | Not published. | Enterprise explicitly lists dedicated teams working directly in the buyer stack. Obtain the team size, role mix, staffed shifts and absence cover. Partner intake, user support and team pricing / 2026-11-06 (external website) | RFP for this service Service brief |
Terms and working arrangements
- Audience and resale - all services
- HelpDesk.tech publishes an MSP white-label helpdesk program. Its partner pricing separately describes Concierge intake, Premium User Support and Enterprise teams. Obtain the service order and incorporated partner terms for the selected purchase. MSP program terms and exhibits / 2026-11-06 (external website) Partner intake, user support and team pricing / 2026-11-06 (external website)
- Contract length - all services
- The White Label Partner Terms leave duration to the signed MSA and renew for like terms. The separate MSP-program terms describe 12-36 months at signup and annual renewal. Establish the incorporated document, initial term and renewal date; a monthly price heading does not settle cancellation rights. White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website) MSP program terms and exhibits / 2026-11-06 (external website)
- Tools - Premium User Support - workstation seat
- The white-label Pillar I description names ConnectWise ScreenConnect when only Pillar I is subscribed. Datto RMM is conditional on adding Pillar II, and BeyondTrust is legacy. For Premium, confirm which description applies and specify the PSA workflow and any Datto RMM entitlement in the order. White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website)
- Contact channels - Premium User Support - workstation seat
- Premium lists inbound/outbound phone, chat, SMS and remote-control support, alongside intake and coordination. Agree identity checks, routing and permitted remote actions. Partner intake, user support and team pricing / 2026-11-06 (external website)
- Contact channels - Concierge intake - reception and ticket creation
- Concierge lists inbound phone, chat and text, ticket preparation, sales-opportunity logging and outbound coordination. Agree which calls and contacts are included and how the MSP accepts technical tickets. Partner intake, user support and team pricing / 2026-11-06 (external website)
- Team location - Concierge intake - reception and ticket creation
- The Concierge card explicitly locates its representatives in the USA. Confirm assigned coverage, subprocessors and data-processing locations for this intake order. Partner intake, user support and team pricing / 2026-11-06 (external website)
Service conditions
- Concierge intake - reception and ticket creation: Technical resolution is separate from Concierge intake and reception. Agree who accepts each escalation and whether fair-use ticket rules apply to this order. Partner intake, user support and team pricing / 2026-11-06 (external website)
Not published for the selected service
- Premium User Support - workstation seat: Minimum order.
- Concierge intake - reception and ticket creation: Minimum order, Tools.
- Enterprise - dedicated team in your stack: Minimum order, Tools, Contact channels.
Ask for these in the proposal. Terms published for another service do not fill these gaps.
Points to settle before signing
Identify the agreement before counting the term
The MSP-program document starts at onboarding kickoff with a 12-36-month term specified at signup and one-year renewals. The White Label Partner Terms instead use the signed MSA duration and like-term renewals. Agree which document and amendments govern this service before signing. MSP program terms and exhibits / 2026-11-06 (external website) White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website)
Check the fair-use rule for the selected service
The white-label fair-use section describes daily tickets above 3% of supported seats leading to extended resolution times of a week or longer, and above 7% risking suspension or termination. The MSP-program Exhibit B instead uses 90-day and 30-day running averages with lowest-priority treatment. Establish the applicable counting window, denominator and consequence; these ratios are not included ticket allowances. White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website) MSP program terms and exhibits / 2026-11-06 (external website)
Keep user support separate from monitoring and projects
Pillar I describes day-to-day end-user support. Its exclusions include RMM-alert management, systems administration, deployments, projects by ticket, onsite work and 24x7 monitoring. Pillars II/III electronic attendance is separate from human remediation in business hours. Set permitted actions and retained escalation work for the purchased scope. White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website)
Agree the ticket copy and material rights
The MSP-program scope describes helpdesk incident details in an integrated PSA or a spreadsheet on advance request. The white-label terms return rightful client property while retaining provider processes and training materials. Agree the permitted outputs, format, request timing and post-termination access; provider-created materials are not automatically client-owned. MSP program terms and exhibits / 2026-11-06 (external website) White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website)
Price work outside the subscription and the exit
The White Label Partner Terms contain a separate hourly rate card dated January 1, 2025, with rates varying by tier and time of day and quarter-hour minimums. It is separate from subscription pricing and an actual 2026 quote. Their early-exit section describes remaining-value and actual offboarding charges. Obtain the current rates, applicable timezone, approval and final account calculation. White Label Partner Terms effective 3/1/2025 / 2026-11-06 (external website)
- Reconcile the displayed seat band or annual-paid starting figure with the actual quantity, currency, billing period, minimum and full fee schedule.
- Identify the incorporated partner terms, initial commitment, renewal, fair-use calculation and final exit charges.
- Keep Concierge's US representatives separate from the unknown assigned countries for Premium and Enterprise.
- Define the purchased hours, holidays, channels, concurrent staff and permitted remote actions.
- Agree the exact PSA and remote-support workflow, exported ticket history, material rights and launch acceptance.
Use a workstation inventory when requesting Premium pricing (external website). Ask how shared workstations, users with several workstations and changes during the billing period affect the seat count. Have the proposal state how its displayed price band applies to the complete purchased quantity, with the period and currency written out.
Fits when
- Your MSP wants branded end-user support and can define the retained escalation work.
- You need to distinguish reception and ticket creation from technical resolution.
- You can specify the staff, shifts and exact buyer-stack duties for a dedicated-team quote.
Questions for HelpDesk.tech
- Are we buying user support, intake or a dedicated team, and which work remains with our MSP?
- Which document governs the initial term, renewal, daily-ticket thresholds, consequences and early exit?
- What is the complete price, unit and billing period, and how does the uncharged onboarding period interact with that commitment?
- Which staffed shifts, channels, countries, concurrent engineers and exact tool permissions belong to this order?
- Which incident details and working materials can we obtain, in what format and by what request deadline?
Provider-published customer comment
HelpDesk.tech selects and publishes this undated comment. Its program terms (external website) ask partners to take part in testimonials; the comment does not say whether it was given under those terms. The comment does not identify a current pricing plan.
On HelpDesk.tech's partner site, John Brenner, identified as President of West Texas IT Consulting, describes communication back to both the customer and the MSP. He says the arrangement let one technician return to field work while senior staff focused on projects. Read HelpDesk.tech's West Texas IT Consulting comment - checked 2026-11-06 (external website)