Scope
What we don't do, and why
Most providers publish what they cover and leave you to discover the rest. This is the other list — complete, specific, and deliberately easy to find before you buy.
The one-line version
AlwaysOnIT is AI-delivered first-line support for Microsoft 365 and common SaaS tools, for cloud-first UK businesses of roughly five to fifty people. We do nothing physical, we operate nothing on your behalf, and we have no human engineers behind the AI.
Anything physical
We have no engineers and no vans. Nobody can attend your office, swap a drive, run a cable, receive a delivery or press a button on a device.
- Hardware repair, replacement and warranty handling
- Cabling, patching and physical network work
- On-site attendance of any kind
- Equipment procurement, delivery, imaging and disposal
Backup and restore
Backup needs an accountable owner who holds the data and answers for a failed restore. We advise on strategy and on Microsoft's retention limits, but we do not operate, monitor or hold backups.
- Operating or monitoring a backup product
- Performing or guaranteeing restores
- Accountability for data loss
Security operations
Continuous monitoring and investigation are distinct disciplines requiring tooling and staffing we do not have. We handle first-response guidance and phishing triage, not detection and response.
- 24/7 monitoring, SIEM or managed detection and response
- Threat hunting and forensic investigation
- Penetration testing and vulnerability scanning services
- Acting as your certification body for any scheme
Infrastructure
Our scope is cloud accounts and the software your people use. Servers, networks and firewalls need change control, out-of-hours windows and physical access.
- On-premise servers, hypervisors and storage
- Firewalls, switches, routers and Wi-Fi infrastructure
- VPN and site-to-site connectivity management
- Telephony systems and ISP management
Projects and change
Projects need planning, ownership and someone answerable for the outcome over weeks. That is consultancy work, not support.
- Tenant migrations and mail migrations
- Rollouts, upgrades and office moves
- IT strategy, procurement advice and vendor management
- Compliance programmes and audit representation
Bespoke and specialist software
We can only support what is documented and what we can safely reason about. A custom system with no documentation is not something an AI should be changing.
- Custom or in-house line-of-business applications
- Industry-specific systems with no public documentation
- Anything requiring a vendor support contract we do not hold
We're a good fit if
- Your business runs on Microsoft 365 and other cloud tools, with no servers
- You have roughly 5–50 staff working on laptops from various places
- Most of your IT requests are accounts, passwords, mailboxes and permissions
- Someone internally is willing to own decisions, hardware and suppliers
- You value instant answers at any hour over a named account manager
Buy from someone else if
- You have on-premise servers, complex networking or regular on-site needs
- Nobody internally will take responsibility for IT decisions
- You need a named, contractually accountable provider for regulatory reasons
- Your critical systems are bespoke and undocumented
- You want someone to turn up when something breaks
Frequently asked questions
Questions about what's excluded
What does AlwaysOnIT not support?
Anything physical (hardware, cabling, deliveries, on-site attendance), backup operation and restore accountability, 24/7 security monitoring and forensic investigation, server, network and firewall infrastructure, project delivery and migrations, and bespoke line-of-business applications we have no documentation for.
Is AlwaysOnIT a managed service provider?
No. An MSP takes contractual accountability for your whole IT estate including infrastructure, backup, monitoring and projects, and attends site. We provide AI-delivered first-line support for Microsoft 365 and common SaaS tools. We are a component of an IT arrangement, not a replacement for one.
Who should not buy AlwaysOnIT?
Businesses with on-premise servers or significant physical infrastructure, businesses with no internal person willing to make IT decisions, regulated organisations needing a named accountable provider, businesses whose core systems are bespoke and undocumented, and anyone who wants someone to turn up in person.
Do you have human engineers behind the AI?
No. There is no second-line team to escalate to. When the AI cannot resolve something it hands back to you with a written diagnosis you can give to a specialist. Some providers imply AI-first support with human backup; we do not have that, and the price reflects it.
Can you take over from our current IT provider?
Only for the first-line helpdesk portion of what they do. If they also manage servers, networks, backup or on-site support, you will need to keep them or find a replacement for those parts. Cancelling a full managed contract and replacing it with us alone leaves real gaps.
Why publish your limitations so prominently?
Because the alternative is customers discovering them during an incident. A clear boundary is more useful to a buyer than an optimistic scope, and it means the businesses that do sign up are ones we can genuinely serve.
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