Global Mentoring Solutions (GMS) became part of Sherweb, which announced the acquisition (external website) on March 31, 2021. Use the current service choices and incorporated SOW below for a new Sherweb request.
Published service details
Service details from Sherweb, checked . How to read these terms.
- Who the service is for
- The helpdesk is advertised as white-label for MSPs. The NOC page says technicians work under the partner brand. The separately documented RMM Monitoring service keeps customer-facing communication with the partner. Helpdesk service page / 2026-10-17 (external website) NOC service page / 2026-10-17 (external website) NOC SOW / 2026-10-17 / PDF p. 15 (external website)
- Service hours
- The helpdesk offers agreed 24x7x365 or business-hours coverage. Core NOC describes 24x7 automated monitoring and support; the separate RMM Monitoring section does not give its own staffed window. Helpdesk SOW / 2026-10-17 / PDF p. 7 (external website) NOC SOW / 2026-10-17 / PDF p. 6 (external website)
- Contract length
- The helpdesk and NOC service schedules each state a 12-month minimum from service commencement, with remaining minimum-term fees payable on early convenience termination. Confirm the schedule, current SKU and order rather than assuming monthly billing permits monthly exit. Helpdesk schedule / 2026-10-17 / PDF p. 2 (external website) NOC schedule / 2026-10-17 / PDF p. 2 (external website)
- Notice period
- Both service schedules make termination effective on the last day of the month after the month when notice is received. Minimum-term and remaining-fee conditions still apply. Reducing contracted units has separate notice thresholds. Helpdesk schedule / 2026-10-17 / PDF p. 2 (external website) NOC schedule / 2026-10-17 / PDF p. 2 (external website)
- Price and billing unit
- Helpdesk is priced per seat, per ticket or dedicated model; core NOC by covered device per month; RMM Monitoring per ticket. Numeric rates and minimum quantities require a quote. NOC SOW / 2026-10-17 / PDF p. 3 (external website) Helpdesk service page / 2026-10-17 (external website) NOC SOW / 2026-10-17 / PDF p. 12 (external website)
- Time to go live
- The helpdesk SOW uses best efforts to onboard within 30 business days, with 10 for each additional organization. The NOC document separately describes an assessment of up to two weeks after deployment and discovery, rather than a complete onboarding deadline. Helpdesk SOW / 2026-10-17 / PDF p. 9 (external website) NOC SOW / 2026-10-17 / PDF p. 4 (external website)
Not published: onboarding fees, time to receive a quote. Ask for these in the proposal.
Services and plans
| Service | Hours | Price and billing unit | Team | Request |
|---|---|---|---|---|
| Helpdesk | Helpdesk coverage is either 24x7x365 or 08:00-20:00 Eastern, Monday-Friday, as agreed. Email and HDC ticket submission remain available 24x7; submission availability does not determine the purchased staffed window. Helpdesk SOW / 2026-10-17 / PDF p. 7 (external website) | Helpdesk pricing is offered per seat, per ticket or through a dedicated model. No numeric rate, included ticket quantity or complete setup-fee schedule is stated on the reviewed service page. Helpdesk service page / 2026-10-17 (external website) | A dedicated helpdesk model is advertised alongside per-seat or per-ticket invoicing. Obtain the allocation, shift hours and backfill arrangements for that model. Helpdesk service page / 2026-10-17 (external website) | RFP for this service Service brief |
| Core NOC on Sherweb tools | Core NOC describes automated 24x7x365 server monitoring and 24/7 support and incident management. The separate RMM Monitoring offer needs its own staffed coverage window. NOC SOW / 2026-10-17 / PDF p. 5 (external website) NOC SOW / 2026-10-17 / PDF p. 6 (external website) | Core NOC uses a quoted flat monthly fee per covered device. The SOW says the full monthly amount is charged regardless of days active in that billing period; no numeric rate is given. NOC SOW / 2026-10-17 / PDF p. 12 (external website) | Not published. | RFP for this service Service brief |
| Partner-RMM first-line monitoring | Not published. | RMM Monitoring uses a fee per ticket and the partner RMM. Its numeric rate, billable-ticket definition, reopenings and minimum volume need an order-specific answer. NOC SOW / 2026-10-17 / PDF p. 3 (external website) | Not published. | RFP for this service Service brief |
Terms and working arrangements
- Tools - Helpdesk
- The HDC API list names Autotask, ConnectWise, Kaseya BMS, Syncro MSP, C2 ITSM, Freshdesk, Halo and NinjaOne PSA. Documentation tools are IT Glue, Hudu and SyncMonkey. Halo and ConnectWise products are not specified; NinjaOne PSA is not a NinjaRMM statement. Helpdesk SOW / 2026-10-17 / PDF p. 3 (external website) Helpdesk SOW / 2026-10-17 / PDF p. 7 (external website)
- Contract length - Helpdesk; Core NOC on Sherweb tools
- The published service schedule states a 12-month minimum from service commencement. Convenience termination before it ends leaves fees for the remaining minimum term payable. Confirm the incorporated schedule and order. Helpdesk schedule / 2026-10-17 / PDF p. 2 (external website) NOC schedule / 2026-10-17 / PDF p. 2 (external website)
- Contact channels - Helpdesk
- Helpdesk intake: phone, chat, email and HDC API. Activity submitted through HDC is mirrored in Sherweb internal ticketing. Helpdesk SOW / 2026-10-17 / PDF p. 3 (external website)
- Team location - Helpdesk
- The helpdesk SOW locates phone personnel in Canada or the United States. A linked 2024 product sheet also advertises an offshore option without countries; confirm the purchased model and locations for each channel and data flow. Helpdesk SOW / 2026-10-17 / PDF p. 3 (external website) 2024 product sheet / 2026-10-17 (external website)
- Tools - Core NOC on Sherweb tools
- Core NOC maintains its own IT Glue instance and synchronizes it with the buyer instance. Its monitoring platform is provider-operated; this statement does not identify the partner RMM or prove a PSA connector. NOC SOW / 2026-10-17 / PDF p. 12 (external website)
- Contact channels - Core NOC on Sherweb tools
- Core NOC incidents can be submitted by phone, email or a ticketing platform compatible with the API. Alert notification uses agreed email, ticket or SMS routes; notification channels are not all incident-intake methods. NOC SOW / 2026-10-17 / PDF p. 7 (external website)
- Contract length - Partner-RMM first-line monitoring
- The NOC schedule states a 12-month minimum and remaining-term fees on early convenience exit. RMM Monitoring is included in the SOW governed by that schedule; confirm the schedule and commitment attached to the specific RMM order. NOC schedule / 2026-10-17 / PDF p. 2 (external website) NOC SOW / 2026-10-17 / PDF p. 3 (external website)
- Contact channels - Partner-RMM first-line monitoring
- Alerts arrive from the partner ticketing platform through an API into Sherweb systems; technicians access the partner RMM for the defined first-line actions. NOC SOW / 2026-10-17 / PDF p. 14 (external website)
Service conditions
- Helpdesk: Helpdesk targets include 80% of phone calls answered within 90 seconds and 80% of email/API replies within four hours, with a five-ticket monthly minimum for that objective. The SOW calls these objectives, with no compensation for misses; they are not measured performance or a resolution guarantee. Helpdesk SOW / 2026-10-17 / PDF p. 7 (external website)
- Helpdesk; Core NOC on Sherweb tools; Partner-RMM first-line monitoring: The schedule makes termination effective on the last day of the month after the month when notice is received. The minimum term and remaining-fee conditions still apply; this is not a fixed 30-day exit promise. Helpdesk schedule / 2026-10-17 / PDF p. 2 (external website) NOC schedule / 2026-10-17 / PDF p. 2 (external website)
- Core NOC on Sherweb tools: Core NOC SLOs distinguish alarm notification from remediation actions: the table lists 30-minute severity-1/2 notification, then separate action targets after notification. The document says these are objectives without compensation. Obtain the clocks and exclusions for the actual SKU. NOC SOW / 2026-10-17 / PDF p. 13 (external website)
- Core NOC on Sherweb tools: Core NOC invoicing begins when servers are ready for release to the operations team. The preceding assessment may take up to two weeks after deployment and discovery. NOC SOW / 2026-10-17 / PDF p. 4 (external website)
- Partner-RMM first-line monitoring: RMM Monitoring handles first-line triage and predefined low-risk actions inside the partner RMM. Advanced troubleshooting, application work and customer communications remain outside that first-line service; the partner retains higher-level ownership. NOC SOW / 2026-10-17 / PDF p. 14 (external website) NOC SOW / 2026-10-17 / PDF p. 15 (external website)
- Partner-RMM first-line monitoring: RMM Monitoring lists S1 targets of 15 minutes for first response and 30 minutes for triage/escalation. Those targets concern first-line handling, not a promise to complete full remediation. NOC SOW / 2026-10-17 / PDF p. 15 (external website)
Not published for the selected service
- Helpdesk: Minimum order.
- Core NOC on Sherweb tools: Minimum order.
- Partner-RMM first-line monitoring: Tools, Minimum order.
Ask for these in the proposal. Terms published for another service do not fill these gaps.
Points to settle before signing
Support tier and ticket handback
The helpdesk SOW defines Tier-1 support, while the service page advertises L1-L2. It permits reassignment when work is out of scope, documentation is insufficient or resolution is expected to exceed 30 minutes. Agree the purchased support tier and escalation boundary. Helpdesk SOW / 2026-10-17 / PDF p. 8 (external website) Helpdesk SOW / 2026-10-17 / PDF p. 4 (external website) Helpdesk service page / 2026-10-17 (external website)
Ticket and documentation copies
HDC ticket activity is mirrored in Sherweb internal ticketing. Its documentation instance synchronizes IT Glue, Hudu or SyncMonkey; if synchronization is unavailable, the SOW calls for access credentials. Agree which copy contains approvals, complete history and handover exports. Helpdesk SOW / 2026-10-17 / PDF p. 3 (external website) Helpdesk SOW / 2026-10-17 / PDF p. 7 (external website)
Current NOC and RMM scope
The October 2026 SOW separates core NOC using Sherweb tools and per-device pricing from RMM Monitoring using partner tools and per-ticket pricing. Its appendix maps the listed legacy Essentials and Pro SKUs to NOC; confirm the actual SKU and SOW instead of mixing old plan names with a different service. NOC SOW / 2026-10-17 / PDF p. 3 (external website) NOC SOW / 2026-10-17 / PDF p. 20 (external website)
Communication recording and retention
The schedules describe monitoring and recording of service communications, with 90 calendar days of active retention and up to one year of archive retention. They place end-user information and consent responsibilities with the buyer; settle the applicable data flow and retention arrangements before launch. Helpdesk schedule / 2026-10-17 / PDF p. 2 (external website) NOC schedule / 2026-10-17 / PDF p. 2 (external website)
Reducing the contracted estate
Contracted unit decreases are allowed only after the minimum term. Reductions above 25% through 50% need 30 calendar days of notice; above 50% through 75% need 60; above 75% need 90. Obtain the rule for the exact reduction, including changes at or below 25%. Helpdesk schedule / 2026-10-17 / PDF p. 2 (external website) NOC schedule / 2026-10-17 / PDF p. 2 (external website)
NOC agent removal and handover
The NOC offboarding section says agent removal, including endpoint protection, can take up to 30 days and supplies no offboarding report. Agree exports, replacement protection and removal sequence before the service ends. NOC SOW / 2026-10-17 / PDF p. 19 (external website)
GMS Live Expert name change
The GMS Live Expert partner notice identifies its helpdesk as Sherweb Helpdesk and directs readers to the current Sherweb service page. Use current service documents when updating an older GMS proposal. GMS brand notice / 2026-10-17 (external website)
- The helpdesk service page advertises L1-L2, while the linked SOW describes Tier-1 duties and discretionary handback for longer work.
- Phone personnel in Canada or the US do not establish every channel, an offshore option or data-processing location.
- A per-device NOC fee and a per-ticket RMM fee buy different operating scopes. Match the current SKU and documentation before comparing prices.
Fits when
- You need a branded helpdesk and can define the supported tier, staffed window and escalation boundary in the SOW.
- You can distinguish a provider-operated NOC purchase from first-line handling of tickets generated by your own RMM.
Provider-published helpdesk feedback
Sherweb's helpdesk page attributes feedback to Danny Kennedy of JDK Professional Services. He discusses forwarded support requests and the team's willingness to work with his company's processes and procedures. Read Sherweb's helpdesk customer comment - checked 2026-10-18 (external website)
Questions for Sherweb
- Which current SKU and SOW apply: helpdesk, provider-operated NOC or partner-RMM first-line monitoring?
- Which support tier, staffed hours and handback conditions apply when a helpdesk issue is expected to exceed 30 minutes?
- Which channels, delivery locations, ticket copies and documentation access belong to our chosen model?
- How are seats, devices and tickets counted, including reopenings, minimum quantities, setup charges and partial months?
- Which commitment, resource-reduction notice, final termination date and agent-removal/export sequence apply to this order?