Published service details
Service details from NomadGuru, checked . How to read these terms.
Not published: notice period, onboarding fees, 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 |
|---|---|---|---|---|
| Shared NOC - escalations and short projects | Not published. | Not published. | Shared resource pool across a group of clients for escalations and short projects. This is separate from the dedicated remote technician and team services. Shared NOC service page / 2026-11-06 (external website) | RFP for this service Service brief |
Terms and working arrangements
- Audience and resale - all services
- A shared NOC resource pool offered to MSPs for technical escalations and short projects. Define the incoming work and receiving owner; an end-customer desk or partner-resale commitment is not specified. Shared NOC service page / 2026-11-06 (external website)
- Team location - all services
- The company FAQ states that resources work from its Cape Town or Johannesburg offices in South Africa. Confirm the assigned shared NOC people and processing locations. Company FAQ and office locations / 2026-11-06 (external website)
Service conditions
- Shared NOC - escalations and short projects: The NOC page does not specify alert monitoring, proactive remediation, patching or end-user support. Ask which are included. Shared NOC service page / 2026-11-06 (external website)
Not published for the selected service
- Shared NOC - escalations and short projects: Tools, 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
Define the actual escalation and project scope
The NOC page describes technical escalations and short projects. The page does not specify alert monitoring, proactive remediation, patching or end-user support. Ask which are included. Shared NOC service page / 2026-11-06 (external website)
Keep dedicated staff separate from the shared pool
Dedicated remote technicians are a separate purchase, with Tier 1-3, project and specialist roles sourced and locally managed. Agree supervision, assigned role and service duties rather than assuming the shared NOC supplies a dedicated person. Dedicated remote technician page / 2026-11-06 (external website)
Ask where the optional resource trial applies
The remote-resource FAQ says a three-month contract can be given as a trial before a full-time commitment. Ask whether it applies to the proposed dedicated role; it does not describe the shared NOC's cancellation terms. Company FAQ and office locations / 2026-11-06 (external website)
Check a dated shift overlap
The company publishes illustrative operating-hour comparisons with South Africa. Use dated IANA timezones to check actual overlap and seasonal clock changes, then obtain the service calendar. Illustrative timezone page / 2026-11-06 (external website)
Obtain a staffed calendar and a work-acceptance rule for the pool. Clarify whether proactive alert monitoring is included, how project work is approved and billed, and which duties return to your MSP. Resolve NOC terms independently of a staffing trial or a general supported-vendor list.
Agree what enters the shared pool
The shared NOC page (external website), checked 6 November 2026, describes work pooled across clients. Specify an escalation's starting information, who has already triaged it, what changes the receiving engineer may make and when the MSP takes the work back. Define short-project estimates, approval limits and completion criteria separately from an incident queue.
The NOC label alone does not set a monitoring schedule, remediation duty, patching scope or client-facing help desk. The page lists supported infrastructure categories, but the agreement still needs the actual tasks and access boundary. Confirm the product version, PSA handoff and unattended-change permission separately from a supported-vendor logo.
| Purchase | What to put in the request |
|---|---|
| Shared NOC escalation or short project | Incoming work, pool priority, named handoff, staffed calendar, permitted changes and invoice unit |
| Dedicated remote technician or team | Assigned role, supervision, staffed rota, absence cover, employment costs and replacement process |
Keep remote-staff terms with the staff proposal
The dedicated technician service (external website) lists Tier 1-3, project and specialist resources. The team service (external website) describes teams based in South Africa and hosted in a shared office environment. Local staff management does not by itself define who owns your client SLA, ticket queue or approval decisions.
For any trial in the company FAQ (external website), have the staffing proposal state who can end it and what remains payable.
The onboarding process (external website) covers requirements, skills and tools, candidate sourcing, training, shadowing and ongoing support. Use those stages to ask for deliverables and owners; the page gives no shared NOC launch deadline.
Check the people, window and access
The company FAQ states that resources work from Cape Town or Johannesburg offices and describes provided computing equipment. Confirm the assigned NOC team, working arrangements, access controls and processing locations for your order. An equipment statement for remote staff does not settle NOC onboarding fees.
NomadGuru's timezone page (external website) illustrates operating-hour overlaps. Agree actual dates and service windows, including seasonal clock changes. Use the dated coverage planner to view the same planned shift in your client and delivery-team timezones; that calculation does not promise a supplier's staffing.
NomadGuru's Melbourne overlap does not match its stated offsets: 07:00-17:00 at UTC+11 is 22:00 the previous day to 08:00 in South Africa at UTC+2. Check actual dates in the coverage planner.
The website privacy policy (external website) describes general data-protection practices. Obtain the service's access and confidentiality terms, relevant assurance documents and processing arrangements before granting permissions.
Questions for NomadGuru
- Which escalations and short projects will this shared NOC accept, who prioritizes them and what stays with our MSP?
- What staffed window, timezone, holiday cover and emergency escalation route apply to this order?
- What unit is billed, what workload is included, and how are estimates, excess work and onboarding approved?
- What initial term, renewal and exit terms govern the NOC, separately from any dedicated-resource trial?
- Which people and offices handle our work, through which exact RMM/PSA workflow and access controls?