AI Support
For the companies every other provider turns away. Five people or fifty, no IT department, and a growing pile of things nobody has time to deal with.
What is AI IT support?
AI IT support uses automation wired directly into your Microsoft 365 tenant and managed devices to resolve routine requests without a technician. Password resets, new starters, leavers, licence changes, software installs, patching — handled in seconds, around the clock. Anything the automation can't resolve escalates to a human engineer. Because automation absorbs the highest-volume work, the price is $29 per user per month instead of the $150–$200 a traditional provider charges. The saving is structural, not a discount.
Included
What the automation handles
These run automatically, 24 hours a day, with a full audit trail. Median first response is under two minutes because nothing is waiting in a queue for a person.
Identity & access
- Password resets and MFA re-registration
- Account lockouts and unlocks
- Group, Teams and shared mailbox access
- SharePoint and OneDrive permissions
- Conditional access policy enforcement
- Guest and contractor accounts with expiry
Joiners, movers & leavers
- Full new-starter provisioning, same day
- Licence assignment and mailbox setup
- Device enrolment and policy application
- Role changes and access adjustments
- Offboarding: disable, revoke sessions, convert mailbox
- Data reassignment to a manager
Devices & software
- Operating system and application patching
- Installs from an approved software catalogue
- Encryption and device policy enforcement
- Health monitoring with auto-remediation
- Disk, memory and performance alerting
- Lost or stolen device lock and wipe
Microsoft 365 & cost control
- Tenant configuration and security baseline
- Licence reclamation from inactive accounts
- Unused subscription reporting
- Mail flow, spam and quarantine handling
- Shared calendar and distribution list changes
- Monthly health and spend report
Licence reclamation often pays for a chunk of the service
Most small companies are paying for Microsoft licences assigned to people who left, duplicate subscriptions, or a tier above what staff actually use. We find these during onboarding and every month afterwards, and the savings are yours — we don't take a percentage.
Not included — read this part
What AI Support does not cover
We publish this because a cheap tier with vague boundaries is how people end up angry. If you need these regularly, the Managed tier is the honest recommendation and we'll say so on the call.
Anything physical
Dead laptops, failed drives, swollen batteries, printers, cabling, Wi-Fi dead spots, a server in a cupboard. We'll diagnose remotely and dispatch a vetted local technician, billed from $145/hour with the quote given before anyone travels.
Line-of-business apps
Your practice management, accounting package, CAD tool or industry system — especially the ones with no API and no documentation. Supported from the Managed tier, where an engineer learns your stack properly.
Vendor coordination
Sitting on hold with your ISP, chasing a telecoms port, opening a case with a software vendor. Someone has to own that and it isn't an API call. Managed tier and above.
After-hours human support
The AI answers 24/7. Human escalation on this tier is business hours, 4-hour target. Out-of-hours human help is available at $225/hour, or included from Managed Plus.
Projects & migrations
Office moves, email migrations, network rebuilds, rolling out a new system. Quoted as fixed-price projects at $150/hour so you know the number before we start.
Compliance & strategy
Audit evidence, SOC 2 or HIPAA readiness, security questionnaires, IT roadmaps and budget planning. Available as project work, or built into Managed Plus.
Security
How we let an AI touch your systems safely
This is the question we get most, and it deserves a specific answer rather than reassurance.
Least-privilege by design
Automation runs through Microsoft's official Graph API using scoped permissions you explicitly grant. It cannot reach anything outside that scope, and you can revoke access yourself at any time without contacting us.
Humans approve destruction
Deleting accounts, changing security policy, removing data or altering conditional access always requires human approval. The automation proposes; a person confirms. No exceptions, on any tier.
Complete audit trail
Every action — what was requested, what ran, what changed, and who or what approved it — is logged and visible to you. Export it whenever you like, including for an auditor.
Your data isn't training data
Your tenant contents, tickets and documents are never used to train any model. Processing happens under a commercial agreement with zero data retention for training.
It hands off rather than guessing
When confidence is low the request goes to a person immediately. The automation will not improvise on your production environment, and it never claims to have fixed something it hasn't.
You own everything
Your Microsoft tenant, domains and data stay in your name. We hold delegated access. If you leave, you keep the documentation and we remove our access within 24 hours.
Honest positioning
Who this tier is wrong for
We'd rather lose the sale than onboard someone who'll be unhappy in month three. AI Support is the wrong choice if:
- You have significant on-premise infrastructure. Servers, a domain controller, and legacy systems need hands and judgement. Managed tier, plus server management.
- Your business runs on one critical app with no API. If everything depends on a system the automation can't see, you're paying for coverage you won't get.
- You're in a regulated industry with audit obligations. Healthcare, financial services, government contracts — go to Managed Plus where compliance support is included.
- Your team expects to phone a person. Some cultures want a human voice for everything. That's legitimate; it's just not what $29 buys.
- You need guaranteed after-hours cover. If a Saturday outage costs you real money, Managed Plus and its 24/7 cover is cheaper than the outage.
The upgrade path is free
Move to Managed or Managed Plus in any month with no penalty and no second onboarding fee. Most companies move somewhere between 25 and 40 staff, or sooner if they take on a compliance obligation. You can also move back down at renewal.
Questions
AI Support FAQ
How much of our IT will actually be automated?
It depends heavily on how cloud-based you already are. A company fully on Microsoft 365 with modern laptops and no servers sees the large majority of routine requests resolved automatically. A company with on-premise servers and legacy applications sees far less, which is why we do a free audit first and tell you the realistic number before you sign anything. We'd rather set the expectation correctly than oversell it.
What does the AI actually feel like to use?
Your team messages a support channel in Teams, or emails an address, in plain language — "I'm locked out", "Sarah starts Monday, she needs the same access as Tom", "can I get Adobe installed". The automation confirms what it's going to do, does it, and reports back. If it can't, it says so and brings in a person. There's nothing to learn and no portal to log into.
Can we talk to a real person?
Yes. Every escalation goes to a named engineer, and you can request a person at any point without arguing with a bot. On this tier human support runs during business hours with a 4-hour response target. If you need faster or out-of-hours, that's Managed or Managed Plus.
Do we have to buy Microsoft 365 from you?
No. Buy it from us at $24 per user for Business Premium, from Microsoft directly, or from any reseller you like — we'll manage the tenant either way. We keep licences as a separate line precisely so you can make that choice with real numbers in front of you.
What if we only have 5 or 6 people?
That's exactly who this tier is for. Five users is $145 a month plus the one-time onboarding fee. Most providers won't quote a five-person company at all, because a human helpdesk can't be staffed profitably at that size. Automation can.
Why is onboarding $1,495 if the AI does the work?
Because roughly half of onboarding isn't automatable. Tenant discovery, licence audit, documentation and agent deployment we automate. Security hardening, line-of-business app discovery, physical network mapping, data cleanup and the kickoff with your staff need a person — around twelve hours of real work. Charging it once, honestly, is what lets the monthly price stay at $29 instead of burying setup costs in everyone's recurring bill.
Start with the free audit
We'll look at your Microsoft tenant, devices and licences, and give you a written report — what's misconfigured, what's exposed, and what you're paying for and not using. Yours to keep whether or not you become a customer.