MSP
ShortlistMenu

PROVIDER PROFILE

IT By Design services for MSPs

IT By Design offers managed NOC, helpdesk and SOC services alongside dedicated engineering and self-managed global-team programmes. The main buying decision is who owns delivery: ITBD can operate a managed service, share engineering oversight or supply a team whose results and SLAs remain the MSP's responsibility. Compare those models separately before requesting a price.
Build an RFP for a service

Choose the offer for your request. Open its RFP or download a quote brief with its published scope and the details to clarify.

Edited by Vasilii KaraUpdated Suggest a correction

Published service details

Service details from IT By Design, checked . How to read these terms.

Who the service is for
Managed NOC, helpdesk and SOC are described as grey-label MSP services operating under the MSP brand. Co-managed engineers and self-managed teams are separate talent programmes with different management responsibility. IMS service framework / 2026-11-06 (external website) Helpdesk service and FAQ / 2026-11-06 (external website) Co-managed engineers / 2026-11-06 (external website) Self-managed teams / 2026-11-06 (external website)
Service hours
NOC operations advertise 24/7 coverage. Managed helpdesk offers 24/7, after-hours or overflow models; Ignite Secure describes 24/7 SOC. Dedicated talent roles need their own contracted shift and leave-cover plan. NOC service and FAQ / 2026-11-06 (external website) Helpdesk service and FAQ / 2026-11-06 (external website) SOC service and FAQ / 2026-11-06 (external website)
Shared or dedicated team
Dedicated co-managed engineers, MSP-led self-managed teams and an advertised dedicated Ignite Secure cyber team are different purchases. Managed NOC/helpdesk staffing allocation must be agreed separately. Co-managed engineers / 2026-11-06 (external website) Self-managed teams / 2026-11-06 (external website) SOC service and FAQ / 2026-11-06 (external website)
PSA and RMM tools
Co-managed engineer training names Datto, ShadowProtect, SonicWall, OpenDNS, Webroot and Microsoft Exchange. NOC/SOC technology grids provide wider vendor context. Define the exact products, versions, permissions and ticket workflow for the service being purchased. Co-managed engineers / 2026-11-06 (external website) Technology logo context / 2026-11-06 (external website) SOC technology logo context / 2026-11-06 (external website)
Time to go live
The NOC FAQ estimates 30-60 days. Managed helpdesk is described as a few weeks. Co-managed bench engineers can start within a few days after the needs/interview process, with about one week for integration; those are different milestones, not a quote-preparation promise. NOC service and FAQ / 2026-11-06 (external website) Helpdesk service and FAQ / 2026-11-06 (external website) Co-managed engineers / 2026-11-06 (external website)
Published security statement
ITBD states SOC 2 compliance and describes Type II assurance for its facilities. Obtain the current report, covered entity, service scope and reporting period for the actual engagement. Source / 2026-11-06 (external website)

Not published: onboarding fees, time to receive a quote. Ask for these in the proposal.

Services and plans

Services and plans
ServiceHoursPrice and billing unitTeamRequest
NOC WatchSee shared terms below.Not published.Not published.RFP for this service
Service brief
NOC CareSee shared terms below.Not published.Not published.RFP for this service
Service brief
NOC IgniteSee shared terms below.Not published.Not published.RFP for this service
Service brief
Managed L1/L2 helpdeskManaged helpdesk offers 24/7/365, after-hours and overflow models. The purchased staffed window and capacity must be defined for the chosen model. Helpdesk service and FAQ / 2026-11-06 (external website)Not published.Not published.RFP for this service
Service brief
Ignite Secure SOCIgnite Secure is described with full 24/7 SOC coverage. The main page presents it as one offering while the FAQ also references an after-hours Sentry option; confirm current product availability. SOC service and FAQ / 2026-11-06 (external website)Not published.The Ignite Secure section advertises a dedicated cyber defense team assigned to the MSP. Define allocated capacity, coverage and response authority in the service order. SOC service and FAQ / 2026-11-06 (external website)RFP for this service
Service brief
Co-managed helpdesk engineer rolesNot published.Not published.Co-managed engineers are dedicated to the MSP and are full-time ITBD employees working from its offices. The MSP sets priorities; ITBD provides training and delivery oversight. Co-managed engineers / 2026-11-06 (external website)RFP for this service
Service brief
Self-managed service-desk team rolesNot published.Self-managed team costs are described per team member as direct labor, a flat technology fee and a standardized operations fee. Numeric amounts and the complete order-specific fee schedule are not published. Self-managed teams / 2026-11-06 (external website)The self-managed team is led by the MSP, which owns performance, delivery outcomes and SLAs. ITBD supplies employment and operating infrastructure, rather than managing those results. Self-managed teams / 2026-11-06 (external website)RFP for this service
Service brief

Conditions shared by the named services

Terms and working arrangements

Service hours - NOC Watch; NOC Care; NOC Ignite
ITBD advertises 24/7 NOC operations across shifts. Watch, Care and Ignite change the included operating scope. NOC service and FAQ / 2026-11-06 (external website)
Contract length - all services
Each SOW defines its own term under the applicable service Addendum. Unless the SOW says otherwise, renewal repeats the initial term and requires at least 90 days of written non-renewal notice. Obtain the signed service documents before treating any offer as month-to-month. MSA - July 2026 / 2026-11-06 (external website)
Contact channels - Managed L1/L2 helpdesk
Managed helpdesk tickets are described as arriving by phone, email or the MSP portal, with work and documentation inside the MSP PSA. Helpdesk service and FAQ / 2026-11-06 (external website)
Tools - Co-managed helpdesk engineer roles
Confirm the actual products and accepted workflow for co-managed helpdesk roles. Co-managed engineers / 2026-11-06 (external website) Technology logo context / 2026-11-06 (external website) SOC technology logo context / 2026-11-06 (external website)
Team location - Co-managed helpdesk engineer roles
Co-managed engineers are described as based in India and the Philippines and working from ITBD offices. The self-managed programme names the same countries. Obtain assigned locations and data flows for the purchased managed service separately. Co-managed engineers / 2026-11-06 (external website) Self-managed teams / 2026-11-06 (external website)
Minimum order - Self-managed service-desk team roles
The self-managed global-team programme is designed for approximately 10 members within the first six months. Obtain the actual headcount commitment in its SOW; this programme-fit threshold is separate from managed-service quantities. Self-managed teams / 2026-11-06 (external website)
Team location - Self-managed service-desk team roles
The self-managed page places team members in ITBD-owned facilities in India and the Philippines and excludes work-from-home/hybrid arrangements. This does not settle every customer-data processing location. Self-managed teams / 2026-11-06 (external website)

Service conditions

Not published for the selected service

  • NOC Watch; NOC Care; NOC Ignite: Minimum order, Contact channels.
  • Managed L1/L2 helpdesk: Minimum order.
  • Ignite Secure SOC: Minimum order, Contact channels.
  • Co-managed helpdesk engineer roles: Minimum order, Contact channels.
  • Self-managed service-desk team roles: Tools, Contact channels.

Ask for these in the proposal. Terms published for another service do not fill these gaps.

Points to settle before signing

Work inside the MSP systems

The managed NOC is described as operating in the MSP PSA/RMM, with ticket actions and documentation in those systems. Define access, synchronization, export and data-processing duties in the order. NOC service and FAQ / 2026-11-06 (external website)

Which SOC scope is current?

The main SOC section presents Ignite Secure as one offering, while the FAQ compares it with an after-hours/weekend Sentry option. Confirm which product is currently sold, its SKU and its coverage before relying on Sentry availability. SOC service and FAQ / 2026-11-06 (external website)

Managed service or engineering capacity?

Co-managed engineering includes ITBD training, oversight and shared accountability. In self-managed teams, the MSP leads delivery and owns results and SLAs; ITBD handles employment and infrastructure. Choose the management model before comparing it with a managed helpdesk service. Self-managed teams / 2026-11-06 (external website) Co-managed engineers / 2026-11-06 (external website)

Non-renewal and early exit are separate

The MSA default renews each SOW for another initial-length term unless written non-renewal notice arrives at least 90 days before expiry, subject to the SOW. Clause 4.3 separately restricts convenience termination and describes remaining fees less avoided costs. Get the applicable Addendum and SOW. MSA - July 2026 / 2026-11-06 (external website)

AI use and customer data

MSA 8.3 restricts foundation-model training using customer data unless otherwise agreed in writing, while allowing anonymized/de-identified usage for service improvement and other stated purposes. Material AI services require an AI Services Addendum; obtain the processing, retention and automation permissions for the engagement. MSA - July 2026 / 2026-11-06 (external website)

Service-specific handover terms

MSA 4.6 puts equipment return, agent removal, transition assistance and service-specific data deletion into the applicable Addendum. Obtain the export, access-removal and handover schedule for the actual service before launch. MSA - July 2026 / 2026-11-06 (external website)

Billing framework and the actual quote

The MSA defaults to advance service payment and USD amounts unless the SOW sets different terms. The self-managed programme separately describes per-member labor, technology and operations components; managed-service rates and charging units still require a quote. MSA - July 2026 / 2026-11-06 (external website) Self-managed teams / 2026-11-06 (external website)

  • The SOC page presents Ignite Secure as one offering, but its FAQ still compares an after-hours Sentry option. Confirm the current Ignite Secure and Sentry products, coverage and availability.
  • The self-managed programme's approximately 10-member scale refers to a broader global team. Obtain the managed-helpdesk minimum separately; the programme size is not a requirement for 10 helpdesk agents per client.
  • Training lists and technology logos provide context. They do not prove that a particular product, version, permission model or ticket workflow is accepted for your service.
  • The public MSA is a framework. A 90-day default non-renewal notice is different from permission to leave an active SOW without cause.

Named comments on the NOC page

ITBD's NOC page attributes a comment to Tom Pires of ITCM. He describes performance problems with his new MSP's previous NOC and says he is bringing in ITBD. This is a planned supplier change and a statement of trust; it does not report a completed recovery in service quality, an achieved SLA or the purchased NOC tier. Comment selected by IT By Design - checked 2026-11-06 (external website)

On the same NOC page, ITBD attributes a partnership comment to Matthew Hawkinson of In-Telecom. He praises the team's responsiveness, knowledge and follow-through. The comment does not identify the purchased service, staffed hours, team model or measured outcomes, so it remains company-level feedback rather than verification of every ITBD offering. Comment selected by IT By Design - checked 2026-11-06 (external website)

These undated comments do not say which ITBD service the customer bought.

Fits when

  • You want to compare NOC Watch, Care and Ignite by included maintenance and remediation duties.
  • You need managed L1/L2 helpdesk or SOC and can define its staffed window, authority and escalation boundary in the service order.
  • You are evaluating dedicated engineering capacity and can distinguish ITBD oversight from an MSP-led global team.

Questions for IT By Design

  1. Which service, current SKU, Addendum and SOW define the purchase and who owns delivery outcomes?
  2. Which NOC actions, helpdesk support levels or SOC response duties are included, and where does work return to our team?
  3. Which staffed window, shifts, absence cover, allocated capacity and assigned countries apply to that specific offer?
  4. Which exact tools, permissions, intake channels, documentation access and export paths will be accepted before launch?
  5. What are the complete fees, minimum quantities, renewal dates, notice requirements and transition costs for the order?

Official sources

Read the provider's service information and confirm current terms for your proposal.

itbd.net (7 pages)
NOC service and FAQ (external website)Helpdesk service and FAQ (external website)SOC service and FAQ (external website)Co-managed engineers (external website)Self-managed teams (external website)MSA - July 2026 (external website)IMS service framework (external website)