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Five honest comparisons of how IT support is delivered
Each page includes a dimension-by-dimension table, real cost ranges, and at least one paragraph explaining when our own model is the wrong answer.
AI IT support vs Traditional MSP
AI IT support vs a traditional MSP
Choose AI IT support if the overwhelming majority of your IT tickets are software, account, email and Microsoft 365 problems, and you have no servers, no cabling and no hardware estate to manage. Choose a traditional MSP if you have on-premise infrastructure, need someone physically on site, buy and deploy hardware regularly, or need a named human accountable for a project roadmap. Many UK small businesses of 5–50 staff with an all-cloud Microsoft 365 setup fall into the first group and are paying MSP prices for a bundle they use perhaps a fifth of.
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AI IT support vs Internal IT employee
AI IT support vs hiring internal IT staff
Hire an internal IT person when IT work is continuous, physical or specific to your business — bespoke systems, hardware estates, compliance evidence, project delivery. Use AI support when the work is intermittent, repetitive and cloud-based. A single IT hire gives you roughly 1,700 working hours a year across one timezone, no holiday cover and one person's knowledge; AI support gives continuous cover for a narrow band of problems and no institutional knowledge at all. Many businesses do best with both later on: AI absorbing first-line volume so the person you hire spends their time on systems and projects rather than password resets.
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Microsoft 365 support only vs Full managed services
Microsoft 365 support vs full managed services
A Microsoft 365-only support agreement is sufficient when Microsoft 365 and a handful of SaaS tools are, in practice, your entire IT estate: laptops that are little more than browsers, no server, no on-premise line-of-business application, no complex network. A full managed service is necessary the moment there is infrastructure that can fail independently of Microsoft — a server, a NAS, a firewall with custom rules, a VoIP platform, a machine on a factory floor. The deciding question is not company size, it is whether anything in your business breaks in a way Microsoft cannot see.
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AI helpdesk vs Human helpdesk
AI helpdesk vs human helpdesk
An AI helpdesk is better at volume, speed, consistency and availability: the same answer at 3am on a bank holiday as at 10am on a Tuesday. A human helpdesk is better at ambiguity, judgement, emotional situations and anything requiring someone to decide what the real problem is when the user has described it wrongly. For a small business, roughly 70–80% of tickets are well-defined and repetitive, which is the AI's strongest territory; the remaining 20–30% is where humans are not just preferable but necessary.
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Fixed-fee AI support vs Hourly / break-fix IT
Fixed-fee AI support vs hourly IT support
Hourly support is genuinely cheaper when incidents are rare and you have the internal confidence to triage what is worth a call. Fixed-fee support is cheaper, and considerably less stressful, once you are raising more than a few issues a month — but its real advantage is behavioural, not financial: nobody hesitates to ask. Under hourly billing, the small problems do not get reported, they get worked around, and the workarounds accumulate into the incident that eventually costs a day's trading.
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