Published service details
Service details from Helpt, checked . How to read these terms.
- Price and billing unit
- Starter lists 50 tickets for $2,750/month ($55/ticket); Growth 100 for $4,500 ($45/ticket); Scale 500 for $17,500 ($35/ticket). The page also lists $2,500 onboarding and a 12-month engagement. Billing currency and excess-ticket charges need a quote. Current ticket plans / 2026-11-06 (external website)
- Onboarding fees
- A one-time onboarding fee of $2,500 is displayed. The pricing page does not identify a currency; obtain the total entry charges and tax treatment in the quote. Current ticket plans / 2026-11-06 (external website)
- Time to go live
- The FAQ estimates approximately three weeks for onboarding, followed by go-live after access, training, processes and documentation are confirmed. Agree the start event and acceptance date. Service FAQ / 2026-11-06 (external website)
- Published security statement
- Section 4 describes technical, physical and organizational controls for customer data. The service scope separately describes verification and credential access. Obtain the actual access, retention, incident and assurance documents for the order. Source / 2026-11-06 (external website)
Not published: notice period, time to receive a quote. Ask for these in the proposal.
Services and plans
| Service | Hours | Price and billing unit | Team | Request |
|---|---|---|---|---|
| Starter - 50 tickets | See shared terms below. | Starter lists 50 tickets for $2,750/month and a displayed $55/ticket. The currency, excess-ticket rate and rollover need confirmation. Current ticket plans / 2026-11-06 (external website) Shared conditions | See shared terms below. | RFP for this service Service brief |
| Growth - 100 tickets | See shared terms below. | Growth lists 100 tickets for $4,500/month and a displayed $45/ticket. The currency, excess-ticket rate and rollover need confirmation. Current ticket plans / 2026-11-06 (external website) Shared conditions | See shared terms below. | RFP for this service Service brief |
| Scale - 500 tickets | See shared terms below. | Scale lists 500 tickets for $17,500/month and a displayed $35/ticket. The currency, excess-ticket rate and rollover need confirmation. Current ticket plans / 2026-11-06 (external website) Shared conditions | See shared terms below. | RFP for this service Service brief |
Conditions shared by the named services
- Price and billing unit - Starter - 50 tickets; Growth - 100 tickets; Scale - 500 tickets: The page also lists $2,500 onboarding and a 12-month engagement. Current ticket plans / 2026-11-06 (external website)
Terms and working arrangements
- Service hours - all services
- The ticket plans list 24x7x365 frontline coverage. Agree the purchased channels, escalation availability, holiday handling and service targets. Current ticket plans / 2026-11-06 (external website)
- Tools - all services
- The scope names IT Glue and Hudu for credential or knowledge access. These names are not a tested PSA connector. The FAQ describes a proprietary support platform; confirm exact ticket operations and access rights. Service scope dated 24 April 2026 / 2026-11-06 (external website) Service FAQ / 2026-11-06 (external website)
- Contract length - all services
- The ticket plans advertise a 12-month engagement. Monthly charging is not a monthly exit right; the order and general terms govern the purchased term and renewal. Current ticket plans / 2026-11-06 (external website) Terms section 11(a) / 2026-11-06 (external website)
- Team - all services
- The FAQ assigns an organization a pod of familiar technicians. It does not state exclusive headcount or a dedicated staffed seat for each shift. Service FAQ / 2026-11-06 (external website)
- Contact channels - all services
- Requests arrive by phone, email or the customer ticketing system. Set the call identity, intake routing, priority and handoff workflow in the service order. Intake and escalation process / 2026-11-06 (external website)
- Team location - all services
- The ticket-plan page advertises US-based frontline support. Obtain assigned staff, contractor and data-processing locations for the order. Current ticket plans / 2026-11-06 (external website)
- Audience and resale - all services
- The pricing page addresses MSPs and IT teams and advertises white-labeled frontline support. Confirm resale rights, customer identity and the actual order scope. Current ticket plans / 2026-11-06 (external website)
Not published for the selected service
- Starter - 50 tickets; Growth - 100 tickets; Scale - 500 tickets: Minimum order.
Ask for these in the proposal. Terms published for another service do not fill these gaps.
Points to settle before signing
Set the billable event before comparing ticket rates
The scope counts actionable tickets and calls with gathered details as one ticket, including escalations or a no-action conclusion after investigation. Only items safely closed directly from the queue without opening, secondary checks or manual verification may count as 0.1. The FAQ separately counts calls longer than one minute when details are collected; agree which definition controls. Service scope dated 24 April 2026 / 2026-11-06 (external website) Service FAQ / 2026-11-06 (external website)
Match the permitted work to the runbook
Customer runbooks must be executable and include access, expected results and rollback steps. The scope excludes proactive or project work and uses about 20 minutes as an incident-workflow guideline. Failed steps are documented and escalated; this is not unlimited remediation. Service scope dated 24 April 2026 / 2026-11-06 (external website)
Keep workflow updates and links usable
The scope says technicians do not search the customer knowledge base for relevant processes. They ingest workflows or use direct article links; changed procedures need notification and three business days to update. Agree who maintains those links and notices. Service scope dated 24 April 2026 / 2026-11-06 (external website)
Agree identity checks and any exception authority
Caller verification needs a configured customer tool. If the selected secondary option fails or none is selected, the scope says to escalate with notes and do no further work. The password-reset section also permits an explicit verification waiver; define authorized exceptions and approvals. Service scope dated 24 April 2026 / 2026-11-06 (external website)
Keep older payment examples separate from ticket plans
The May 30, 2025 payment policy starts billing at signup in Pacific Time and describes a delayed onboarding credit. It names HelptNow, HelptFlow and HelptFul and a minute-based example. It does not map those products or credit terms to current Starter, Growth and Scale ticket plans. Obtain the applicable billing schedule. Payment policy dated 30 May 2025 / 2026-11-06 (external website) Service FAQ / 2026-11-06 (external website)
Separate billing, renewal and cancellation
Section 5(b) renews subscriptions according to their plan and gives 30 days for price changes. Section 11(a) sets the order duration; section 1 says the terms control a conflict with an order. Agree initial term, renewal, notice, exit charges and document precedence for the ticket purchase. Public terms of service / 2026-11-06 (external website)
Request the contractual service targets
The homepage displays immediate first-call response, first-ticket response below 30 minutes and a target of resolving 75% of frontline tickets. These are provider-published targets, not measured results or a signed SLA. Obtain the eligible ticket population, clock rules, exclusions and remedy. Service overview and targets / 2026-11-06 (external website)
- Agree one billable-event definition. The detailed scope and FAQ describe calls differently; escalations and investigation can still count as work.
- Obtain the excess-ticket rate, rollover, billing currency, total onboarding amount and any separate enrollment condition.
- Define the assigned pod, staffed capacity and retained duties. Familiar technicians do not establish exclusive dedicated seats.
- Set current ticket-plan billing, service launch, renewal and exit conditions. Older minute-based product examples do not price these plans.
Fits when
- Your MSP needs branded frontline intake and can retain advanced troubleshooting and escalation ownership.
- You can provide executable runbooks, approved access and maintained article links.
- You can reconcile ticket counts, calls and billable exceptions against the provider's usage report.
Questions for Helpt
- Which Starter, Growth or Scale allowance covers our expected incidents, inbound calls, escalations and non-actionable items?
- What counts as one ticket, what may count as 0.1, how are repeated contacts handled, and what is the excess-ticket rate?
- Which runbooks, verification methods, credential controls and ticket operations must we supply before go-live?
- Which staffed pod and escalation capacity support our purchased window, and which requests remain with our team?
- Which agreement sets currency, onboarding charges, billing start, renewal, notice and exit obligations for this ticket plan?
Provider-published customer examples
These Helpt-published cases describe earlier engagements and show how the customers organized onboarding and escalation. Current ticket-plan terms appear separately above.
Helpt's Intersectis case identifies CEO Jason Reed and dates the engagement to December 2023. It describes live answering, initial troubleshooting, escalation with context and regular meetings to maintain documentation. Read Helpt's Intersectis case - checked 2026-11-06 (external website)
Helpt's Cage Data case quotes Dave Long, identified as CTO, on informing clients before onboarding the external team. It also describes KB articles, customer-specific notes, a feedback loop and a shared Slack channel under the earlier HelptFul offering. Read Helpt's Cage Data case - checked 2026-11-06 (external website)