Answer
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.
There is no human escalation tier, and we say so up front
AlwaysOnIT is an AI-only service. There is no second-line engineer waiting behind the chat window, and pretending otherwise would be the fastest way to lose your trust. What replaces escalation is honesty and specificity: when a request falls outside what the agent can do, it says so in the same conversation, in plain language, usually within the first exchange rather than after an hour of circling.
The three reasons a request cannot be resolved
First, it needs hands: hardware failure, cabling, a dead switch, anything physical. Second, it is out of scope by policy: regulated workloads, bespoke development, on-premise servers, or an action beyond the requesting user's authority. Third, the agent cannot reach a confident answer with the data available — in which case it tells you what it checked, what it found, and what evidence would settle it, rather than guessing.
What you actually get instead
For a physical problem you get a precise description of the fault and what to ask a local engineer for, so you are not paying someone to diagnose from scratch. For an out-of-scope request you get a pointer to the published scope page and a sensible alternative. For an uncertain diagnosis you get the diagnostic trail, which is often enough for whoever picks it up next. Every conversation is exportable, so nothing you paid for is lost.
And if it happens too often, leave
There is no contract and no notice period. If the mix of problems in your business is more physical than digital, an AI-only service is the wrong shape for you, and a month of £12 is a cheap way to find that out. We would rather you cancel than stay disappointed — which is also why the unsupported list is published before you sign up rather than buried in terms.
Related
Follow-on questions
Do I get a refund for a ticket the AI could not resolve?
Billing is a flat per-user subscription, not per ticket, so an unresolved ticket costs you nothing extra. If the service is not resolving enough of your issues to be worth the subscription, cancel — it takes effect at the end of the current month with no exit fee and no notice period.
Can I speak to a human at AlwaysOnIT?
Not for support delivery. The service is deliberately AI-only, which is what makes it cost around a tenth of a traditional managed service. Account, billing and contractual matters are handled by email, but the resolution path for IT problems is the AI agent from start to finish.
Get started
Open a chat. The AI picks up before the second ring — every time.
No onboarding calls. No sales process. Connect your devices and start raising tickets in under ten minutes.