Answers
The objections, answered without spin.
Five questions people are right to ask before handing IT to an AI. Each gets a full answer, including the parts that don't flatter us.
What happens when the AI can't fix my IT problem?
The AI tells you plainly that it cannot resolve the issue, explains why, and gives you the specific next step — the exact configuration change to make, or the third party to involve. It never silently stalls, and you are never charged extra for an unresolved ticket.
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Is AI IT support safe for a small business?
It is safe when the AI has no standing administrative access, verifies identity against your identity provider, requires human approval for destructive actions, and logs every step. Those four controls, not the model itself, are what determine whether an AI support service is safe to let near your systems.
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Can AI replace an IT helpdesk?
AI can replace a first-line helpdesk for most small businesses: password and MFA resets, Microsoft 365 and email problems, access and licensing, device diagnostics. It cannot replace physical work, on-site response, or accountable engineering for regulated systems. The honest split is roughly 80% of tickets, not 100%.
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What access do I have to grant an AI IT support service?
You grant delegated permissions to your Microsoft 365 or Google Workspace tenant scoped to the actions you want automated — typically user, licence, mailbox and device management. No standing admin account is created, permissions are exercised through short-lived tokens, and you can revoke everything from your own admin console at any time.
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Who is liable if the AI makes a mistake?
AlwaysOnIT is responsible for the platform behaving as documented and for the agent staying inside its published scope and approval rules. You remain responsible for your own tenant, the permissions you grant, and the actions you approve. Liability is capped at the fees paid, as set out in the terms of service.
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