Published service details
Service details from Inputiv, checked . How to read these terms.
- Service hours
- The pricing FAQ describes standard acknowledgement during business hours and separately discusses 24/7 critical coverage. Agree the staffed window, time zone, holidays and critical overnight/weekend scope for the selected plan. Current helpdesk/project plans and FAQ / 2026-11-06 (external website) Helpdesk scope and technology stack / 2026-11-06 (external website)
- Shared or dedicated team
- Plus lists a dedicated account engineer and Premium a dedicated senior engineer. The cards do not state exclusive full-time headcount or staffed shifts; Base does not specify an assigned individual. Current helpdesk/project plans and FAQ / 2026-11-06 (external website)
- Contact channels
- Base explicitly lists email and chat. The Plus and Premium cards do not specify their channels; agree plan-specific intake, phone availability and routing. Current helpdesk/project plans and FAQ / 2026-11-06 (external website)
- Notice period
- Convenience termination requires 30 days written notice after the initial term; outstanding payment obligations remain. The separate cause provision has a 14-day breach remedy period. Obtain the actual final service and invoice dates. Public terms updated 1 October 2025 / 2026-11-06 (external website)
- Price and billing unit
- Base lists $799/month with 29 tickets and one project up to 10 hours; Plus $1,599 with 59 tickets and two projects up to 15 hours each; Premium $2,799 with 119 tickets and two projects up to 20 hours each. Excess work uses $30 per billable hour. Confirm billing currency, time measurement and unused-volume rules. Current helpdesk/project plans and FAQ / 2026-11-06 (external website) Public terms updated 1 October 2025 / 2026-11-06 (external website)
- Published security statement
- Inputiv publishes a SOC 2 Type 2 attestation description naming Accorp Partners CPA LLC, an issue date of October 10, 2025 and an April 1-September 30, 2025 observation period. Obtain the report, applicable service scope and updated coverage; this site has not independently validated the auditor report. Source / 2026-11-06 (external website)
Not published: onboarding fees, team location, time to go live, time to receive a quote. Ask for these in the proposal.
Services and plans
Conditions shared by the named services
- Service hours - Base - 29 tickets and 1 project; Plus - 59 tickets and 2 projects; Premium - 119 tickets and 2 projects: The common FAQ describes business-hours acknowledgement with separately discussed critical overnight/weekend coverage. Current helpdesk/project plans and FAQ / 2026-11-06 (external website)
- Service hours - Base - 29 tickets and 1 project; Plus - 59 tickets and 2 projects; Premium - 119 tickets and 2 projects: Agree this plan's staffed hours, time zone and critical scope. Current helpdesk/project plans and FAQ / 2026-11-06 (external website)
- Price and billing unit - Base - 29 tickets and 1 project; Plus - 59 tickets and 2 projects; Premium - 119 tickets and 2 projects: Confirm billing currency, time measurement, tax and unused-volume treatment. Current helpdesk/project plans and FAQ / 2026-11-06 (external website) Public terms updated 1 October 2025 / 2026-11-06 (external website)
- Team - Plus - 59 tickets and 2 projects; Premium - 119 tickets and 2 projects: Full-time exclusive allocation, seat count and shift cover are not stated; obtain the actual capacity commitment. Current helpdesk/project plans and FAQ / 2026-11-06 (external website)
Terms and working arrangements
- Tools - all services
- The plan FAQ names ConnectWise Manage, Autotask and Halo PSA among familiar ticketing platforms. The helpdesk page also explicitly names ConnectWise Automate and Manage. Confirm the accepted ticket operations, permissions and tenant workflow. Current helpdesk/project plans and FAQ / 2026-11-06 (external website) Helpdesk scope and technology stack / 2026-11-06 (external website)
- Contract length - all services
- Section 14 starts with a three-month initial term, then automatic month-to-month renewal. Convenience termination requires 30 days written notice after the initial term has concluded. Agree the earliest notice and actual exit dates. Public terms updated 1 October 2025 / 2026-11-06 (external website)
- Contact channels - Base - 29 tickets and 1 project
- Base explicitly lists email and chat. Agree intake routing, escalation contacts and the staffed hours for those channels. Current helpdesk/project plans and FAQ / 2026-11-06 (external website)
- Audience and resale - all services
- Inputiv offers white-label remote helpdesk for MSPs using the customer ticketing systems and communication standards. The selected plan defines tier, scope and volume. Public terms updated 1 October 2025 / 2026-11-06 (external website)
Not published for the selected service
- Base - 29 tickets and 1 project: Minimum order.
- Plus - 59 tickets and 2 projects; Premium - 119 tickets and 2 projects: Minimum order, Contact channels.
Ask for these in the proposal. Terms published for another service do not fill these gaps.
Points to settle before signing
Count excess work in hours
Excess tickets and project work use a $30/hour rate. Section 4.2 describes notification at 80% of the ticket allowance. Base subscriptions are billed in advance by calendar month, excess work in arrears, and invoices are due in 14 days. Agree billable time, rounding and approval before comparing a ticket allowance with an hourly charge. Public terms updated 1 October 2025 / 2026-11-06 (external website)
Scope each included project and its deliverables
Project work uses an SOW for scope, deliverables, timeline and price; changes affecting cost or timing require written agreement. Keep each included project and its own hour cap distinct. Specifically commissioned deliverables pass to the client after full payment unless otherwise agreed, while underlying provider tools and methods remain separate. Public terms updated 1 October 2025 / 2026-11-06 (external website)
Separate acknowledgement from response and resolution
The terms target initial response within 15 minutes for P1, one hour for P2, four hours for P3 and one business day for P4. The pricing FAQ separately describes standard business-hours acknowledgement under 15 minutes. Agree priority mapping, acknowledgement and work start. Ask for a separate resolution commitment and remedies in the SLA. Public terms updated 1 October 2025 / 2026-11-06 (external website) Current helpdesk/project plans and FAQ / 2026-11-06 (external website) Helpdesk scope and technology stack / 2026-11-06 (external website)
Agree the export and retention windows
Section 14.4 describes return or secure destruction of confidential information within 14 days, subject to legally required retention. Section 14.5 allows a request for TBR Client Data export within 30 days after termination. Agree a usable export of helpdesk and project materials separately; the TBR window does not define every work product. Public terms updated 1 October 2025 / 2026-11-06 (external website)
Locate the staff, infrastructure and retained data
The privacy policy states primary infrastructure is hosted in the United States. It lists separate retention periods, including 90-day rolling integration data, 12-month security logs and three-year service communications. Hosting and customer markets do not locate the assigned engineers. Obtain the staff, access, processor and retention schedule for the purchased service. Public privacy and retention policy / 2026-11-06 (external website)
- Confirm current currency, tax, time increments, repeat-ticket rules and unused-allowance treatment.
- Scope each included project and its cap; obtain the SOW, approval rules and deliverable rights.
- Agree the actual staffed window and critical after-hours option. A response target is separate from resolution and contractual remedies.
- Ask what capacity the account or senior engineer role reserves and which channels the selected plan covers.
- Define the initial term, earliest notice and exit dates, staff locations and usable data or material exports.
Fits when
- You want a ticket allowance and a small, specifically scoped project allowance in one monthly plan.
- You can reconcile excess work by billable hours rather than multiplying an extra-ticket count by the hourly rate.
- Your MSP can define the required support tier, staffed channels, access and escalation owner.
Questions for Inputiv
- Which ticket types, reopenings and project requests consume this plan's allowances, and what is the time-recording and rounding rule for excess work?
- What does each included project cover, can unused hours be transferred, and who owns the paid deliverables?
- Which tier, staffed window, channels, critical coverage, acknowledgement and resolution commitments belong to this exact plan?
- What engineer capacity and assigned staff or data-processing locations support the service?
- When can notice be given after the initial term, which charges remain due, and what data and operating materials can we export and retain?