# Technical support outsourcing RFP template

> Use the same brief for each provider so proposals cover the same work. This TechSupport Team template is designed for L2/L3 software engineering support behind an existing helpdesk. Adapt it before sharing. It is a buying aid, not a service commitment.

- Publisher: TechSupport Team
- Canonical page: https://techsupport-team.com/resources/technical-support-rfp-template/
- Updated: 2026-11-02

## Describe the work you need covered

- Application and business workflow
- Stack, versions and hosting
- Systems and environments in scope
- Current L1/customer communication owner
- Recent monthly escalation volume, severity mix and peak periods
- Current backlog and recurring incidents
- Required coverage, time zone and holidays
- Access restrictions and production approver
- Preferred start window

## Ask each provider to answer the same questions

- Which investigation, recovery and code-change tasks will your team own?
- What remains with our team, the original vendor or the cloud provider?
- Who directs daily work, and how are urgent priorities decided?
- Which roles and skills are included, and how can we assess the proposed fit?
- Is coverage staffed or on call, and what backup and handover are included?
- How do response, update, restoration and resolution commitments differ?
- What evidence do you return when a ticket is fixed, blocked or handed to a vendor?
- How do you manage access, approvals and offboarding?
- What is the onboarding plan and what must be true before responsibility transfers?
- How is performance reviewed, including reopened tickets and recurring causes?

## Request a comparable commercial schedule

Table: Request a comparable commercial schedule

| Item | Included scope | Unit or allowance | Price | Extra-work approval |
| --- | --- | --- | --- | --- |
| Assessment | To complete | To complete | To complete | To complete |
| Onboarding | To complete | To complete | To complete | To complete |
| Dedicated engineering | To complete | To complete | To complete | To complete |
| Coverage/standby | To complete | To complete | To complete | To complete |
| Incident work | To complete | To complete | To complete | To complete |
| Planned maintenance | To complete | To complete | To complete | To complete |
| Specialist escalation | To complete | To complete | To complete | To complete |
| Tools/licences | To complete | To complete | To complete | To complete |
| Transition at exit | To complete | To complete | To complete | To complete |

Ask for currency, taxes, minimum term, notice period and assumptions. Leave price cells blank for providers to complete. Do not present the template as a TechSupport Team quote.

## Evaluate evidence and fit

Ask for a relevant engagement, the work actually performed, the measurement period and permission to use any reference. Distinguish a named engineer's experience from the provider's own delivery history. Compare scope and accountability before comparing a headline hourly rate.

## Record a decision

For each provider, record technical fit, coverage fit, evidence quality, access controls, commercial clarity and unresolved questions. Set your own weights based on the business risk. A low price or a polished presentation should not override a missing critical capability.

## Put the checklist to work

Review [technical support outsourcing](https://techsupport-team.com/services/technical-support-outsourcing/), [pricing](https://techsupport-team.com/pricing/), [service levels](https://techsupport-team.com/service-levels/), [case studies](https://techsupport-team.com/case-studies/).

[Download this template as text](https://techsupport-team.com/downloads/technical-support-rfp-template.txt).

## Related pages

- [Technical support outsourcing](https://techsupport-team.com/services/technical-support-outsourcing/): Review technical support outsourcing
- [Pricing](https://techsupport-team.com/pricing/): Review pricing
- [Service levels](https://techsupport-team.com/service-levels/): Review service levels
- [Case Studies](https://techsupport-team.com/case-studies/): Review case studies

## Contact

Request engineers from TechSupport Team or ask a question: https://techsupport-team.com/contact/