Frequently asked questions

Your team members access a live chat portal where they can describe their IT issue. Our AI analyses the problem, references your company's knowledge base, documentation, and real-time endpoint diagnostics, and provides step-by-step troubleshooting. If the AI can't resolve it, the conversation is escalated to a human engineer with full context.

For many small and mid-sized businesses, yes. The AI handles routine support (password resets, software issues, connectivity problems, printer troubleshooting) and the human escalation covers everything else. For larger organisations, it works as a first line that filters out repetitive tickets so your internal team can focus on projects and infrastructure.

Common examples: password resets, VPN connection issues, email problems, printer setup, software installation guidance, basic networking troubleshooting, M365 configuration questions, slow PC diagnostics, and more. It can also run remote commands on endpoints — like flushing DNS, restarting services, or pulling fresh diagnostics.

The AI recognises when it's reached its limits. It creates an escalation ticket with the full conversation history, endpoint diagnostics, and a summary of what's been tried. A human engineer picks it up with all that context — your user never has to repeat themselves.

It's a lightweight application installed on each device (Windows or macOS). It monitors CPU usage, memory, disk space, network connectivity, and running services. It sends diagnostics to the platform every 60 seconds and can execute remote commands like DNS flushes or service restarts when requested through the chat.

The agent runs with minimal permissions. It can read system metrics and execute a predefined set of safe commands (restart services, flush DNS, run connectivity checks). It cannot access files, install software, or make system changes outside its approved command set. The source code is auditable.

No, the agent is optional. The AI chat works without it. But when the agent is installed, the AI can pull real-time diagnostics during a conversation — which dramatically improves troubleshooting accuracy.

The core AI support plan is £10 per user per month. This includes unlimited AI chat, endpoint monitoring, knowledge base, document management, and analytics. Human engineer hours are purchased separately at a bespoke rate based on your requirements.

You pre-purchase blocks of engineer time (e.g., 10 hours, 20 hours, 50 hours per month). When the AI escalates an issue, the time spent by a human engineer is deducted from your balance. Unused hours roll over for 90 days. You're never cut off — if you exceed your hours, we continue support and invoice the extra at the agreed rate.

No. Monthly billing, cancel with 30 days notice. No exit fees. We also offer annual billing with a two-months-free discount if you prefer.

Yes. 14-day free trial with full access to all features. No credit card required to start.

All data is processed and stored in UK data centres. We are GDPR compliant and process data under a UK data processing agreement. Your knowledge base, documents, and conversation history never leave the UK.

All connections are encrypted with TLS 1.3. The endpoint agent communicates over HTTPS with per-device API key authentication. The AI processes your data but does not retain or train on it.

Yes. You can export all your data (conversations, knowledge base, documents, usage records) at any time from the portal settings. On cancellation, we securely delete all data within 30 days unless you request immediate deletion.