Published service details
Service details from Supportwave, checked to . How to read these terms.
- Service hours
- Shared, Dedicated and Enterprise / Custom plans list 24/7 coverage. Agree the purchased request types, staffed shifts, service clocks and retained L3 duties rather than using a demonstration dashboard as the SLA. Helpdesk plans and questions / 2026-10-18 (external website)
- Shared or dedicated team
- Shared Helpdesk lists a shared L1-L2 team. Dedicated Helpdesk adds an assigned engineering team; Enterprise / Custom adds multiple dedicated engineers and L3 systems/network staff. Specify reserved capacity, shift coverage and absence cover. Helpdesk plans and questions / 2026-10-18 (external website)
- Time to receive a quote
- The pricing page advertises a quote within 24 hours / one day. Agree the start event, required discovery information and scope of the proposal; the page does not define a contractual turnaround guarantee. Pricing and quote process / 2026-10-19 (external website)
- Published security statement
- Supportwave states alignment with GDPR and South Africa's POPIA and offers a security-documentation discussion. Obtain the DPA, access controls, logs, subprocessors and covered data flows, plus any certificate or audit report required for your order. Source / 2026-10-18 (external website)
Not published: notice period, onboarding fees. Ask for these in the proposal.
Services and plans
| Service | Hours | Price and billing unit | Team | Request |
|---|---|---|---|---|
| Shared Helpdesk | Shared Helpdesk lists 24/7 coverage with a shared L1-L2 engineering team. Helpdesk plans and questions / 2026-10-18 (external website) Shared conditions | Not published. | Shared Helpdesk describes a shared L1-L2 engineering team. Helpdesk plans and questions / 2026-10-18 (external website) Shared conditions | RFP for this service Service brief |
| Dedicated Helpdesk | Dedicated Helpdesk lists 24/7 coverage with an assigned engineering team. Helpdesk plans and questions / 2026-10-18 (external website) Shared conditions | Not published. | Dedicated Helpdesk describes an assigned engineering team. Helpdesk plans and questions / 2026-10-18 (external website) Shared conditions | RFP for this service Service brief |
| Enterprise / Custom Helpdesk | Enterprise / Custom Helpdesk lists 24/7 coverage with multiple dedicated engineers with L3 systems/network staff. Helpdesk plans and questions / 2026-10-18 (external website) Shared conditions | Not published. | Enterprise / Custom Helpdesk describes multiple dedicated engineers with L3 systems/network staff. Helpdesk plans and questions / 2026-10-18 (external website) Shared conditions | RFP for this service Service brief |
Conditions shared by the named services
- Service hours - Shared Helpdesk; Dedicated Helpdesk; Enterprise / Custom Helpdesk: Agree the request types, actual staffed shifts, escalation and retained duties in the order. Helpdesk plans and questions / 2026-10-18 (external website)
- Team - Shared Helpdesk; Dedicated Helpdesk; Enterprise / Custom Helpdesk: Obtain the capacity, shift allocation and absence cover for the purchased workload. Helpdesk plans and questions / 2026-10-18 (external website)
Terms and working arrangements
- Contract length - all services
- The helpdesk page advertises month-to-month plans, while the June 2023 general marketplace terms describe an annual evergreen subscription. Obtain the controlling helpdesk order, initial term, renewal and cancellation notice before relying on monthly exit. Helpdesk plans and questions / 2026-10-18 (external website) General terms dated 26 June 2023 / 2026-10-18 (external website)
- Contact channels - all services
- Shared Helpdesk lists email, chat and phone; the higher plans inherit Shared. The MSP overview also describes existing-PSA and provider-portal intake. Agree which channels, phone identity and escalation paths cover the order. Helpdesk plans and questions / 2026-10-18 (external website) MSP service overview / 2026-10-18 (external website)
- Team location - all services
- The helpdesk FAQ locates its 24/7 engineering team in South Africa and describes permanent employees. Obtain the assigned team, subcontractor and data-processing schedule; global onsite availability and demonstration staff cards do not locate every remote support shift. Helpdesk plans and questions / 2026-10-18 (external website)
- Audience and resale - all services
- The helpdesk FAQ offers MSP white-label delivery under the MSP brand, phone greeting and SLAs. Obtain the tenant, client-contact, identity and escalation configuration for the selected plan. Helpdesk plans and questions / 2026-10-18 (external website)
- Tools - Dedicated Helpdesk; Enterprise / Custom Helpdesk
- The service page names HaloPSA and Autotask for work inside the MSP tools. ConnectWise, Datto and Halo also appear without a specific product in the FAQ, which names IT Glue. Direct tool access, an automated connector and the Shared plan's entitlements need separate answers. Helpdesk plans and questions / 2026-10-18 (external website)
Service conditions
- Shared Helpdesk; Dedicated Helpdesk; Enterprise / Custom Helpdesk: The service page advertises a fixed cost per ticket without a numeric tariff or plan-specific billable-ticket definition. The pricing FAQ builds a quote from skills, coverage, volume, location and SLA. Obtain the actual unit, included usage, minimum, overages, taxes and currency. Helpdesk plans and questions / 2026-10-18 (external website) Pricing questions / 2026-10-18 (external website)
- Shared Helpdesk; Dedicated Helpdesk; Enterprise / Custom Helpdesk: The helpdesk page promises launch within five days of signing the contract or the first month free, with training/testing on Days 3-4 and go-live on Day 5. The pricing page makes the timeline conditional on requirements, systems and onboarding. Agree the start event, prerequisites, acceptance date and remedy in writing. Helpdesk plans and questions / 2026-11-06 (external website) Pricing questions / 2026-10-18 (external website)
Not published for the selected service
- Shared Helpdesk: Tools, Minimum order.
- Dedicated Helpdesk; Enterprise / Custom Helpdesk: Minimum order.
Ask for these in the proposal. Terms published for another service do not fill these gaps.
Points to settle before signing
Set one controlling helpdesk agreement
The general terms are marked June 26, 2023 and govern the site and marketplace. Their subscription section describes 12 months, evergreen renewal, a first-30-day cancellation window and three months' notice before annual renewal. The helpdesk page instead promises month-to-month. Obtain the order's document hierarchy and actual exit mechanics; marketplace credits and job-refund rules may concern a different purchase. General terms dated 26 June 2023 / 2026-10-18 (external website) Helpdesk plans and questions / 2026-10-18 (external website)
Ask for the one-time entry charges
The setup answer says there is no monthly setup fee. That wording leaves the one-time onboarding amount, migration work, tooling and other entry charges to the proposal. Obtain those amounts explicitly instead of treating the answer as a zero-fee onboarding schedule. Pricing questions / 2026-10-18 (external website)
Separate direct system access from connector behavior
The page says engineers work inside existing systems without integration, while Dedicated explicitly adds PSA/RMM integration and Enterprise inherits it. Obtain the Shared plan's access entitlement and distinguish direct account access from automated ticket creation, update, closure and attachment synchronization. Broad ConnectWise, Datto or Halo names do not identify a particular connector. Helpdesk plans and questions / 2026-10-18 (external website)
Dedicated needs a staffed allocation
Dedicated names an assigned engineering team; Enterprise says multiple dedicated engineers. Neither card publishes a reserved headcount per shift, holiday or sickness cover, a per-engineer utilization allowance, or an exclusive team's escalation capacity. Request these allocations for the actual staffed window. Helpdesk plans and questions / 2026-10-18 (external website)
Define what AI can read and what an engineer must approve
The current page says engineers handle customer interactions, with AI categorizing requests and a co-pilot surfacing prior fixes. Dedicated mentions use of the buyer's resolution data. Ask about ticket-data processing, retention, training exclusions, subprocessors, approvals for privileged changes and the human fallback; the marketing text is not a permission to automate every fix. Helpdesk plans and questions / 2026-10-18 (external website)
- Obtain the current plan quote. The service-level per-ticket pitch leaves each plan's chargeable event, included usage and minimum to the order.
- Set the contract hierarchy and exit notice. Monthly marketing and an annual marketplace subscription need a written reconciliation.
- Shared does not list the PSA/RMM integration added by Dedicated. Ask which direct-access and synchronization rights belong to your chosen plan.
- Have the order define when the launch clock starts, the required access and documentation, the acceptance date and how the first-month credit applies.
Fits when
- Your MSP wants a branded, around-the-clock end-user desk and can define the retained L3 and escalation duties.
- You need to choose between a shared queue, an assigned engineering team and a larger custom allocation.
- Your buying decision depends on direct PSA access, automation entitlements and how the supplier uses ticket data.
Questions for Supportwave
- Which Shared, Dedicated or Enterprise duties, staffed resources and absence cover will serve each client?
- Which channels, MSP identity, tools and automated ticket operations are included, and which need extra permissions or fees?
- How is a billable ticket counted, what usage is included, and what minimum, onboarding, tooling and overage charges apply?
- Which document controls the initial term, renewal, termination notice and exit charges for this helpdesk order?
- Where do staff and data operate, how may AI use our resolution data, and who approves privileged changes and launch acceptance?