Question 1

What Microsoft 365 problems can the AI resolve?

Accepted Answer

The AI handles the full range of everyday Microsoft 365 support: Outlook profile and sync failures, shared and delegated mailboxes, distribution lists, email signatures, mail flow and delivery problems, Teams membership, meetings and call quality, SharePoint and OneDrive permissions and sync errors, licence assignment and reassignment, and admin centre configuration questions. It also covers the identity layer around 365 — password resets, multi-factor authentication enrolment and re-enrolment, and Conditional Access prompts that block a sign-in. These categories make up the large majority of SME IT tickets, which is exactly why an always-available AI agent is a good fit for them. Anything requiring physical access to hardware sits outside this scope.

Question 2

Can the AI reset passwords and fix MFA lockouts?

Accepted Answer

Yes, and these are among the most common requests we handle. Password resets are offered as guided self-service where your tenant allows it, and as an admin-assisted reset once identity verification has completed where it does not. Multi-factor authentication is covered end to end: enrolling a new authenticator app, re-enrolling after a lost or replaced phone, clearing a stuck registration and explaining a Conditional Access prompt that is blocking sign-in. Because verification always runs before the change, a lockout can be resolved at two in the morning without weakening security. This is typically a five-minute conversation rather than a next-morning callback.

Question 3

Does AlwaysOnIT support Windows and macOS devices?

Accepted Answer

Yes, for diagnostics and guided remediation on both platforms. That covers slow or failed startup, memory and disk pressure, storage cleanup, update failures, driver and peripheral issues, browser problems, application crashes and general performance troubleshooting. The AI walks you through the tools already built into Windows and macOS and interprets the output you report back, so no agent or remote-control software is installed on your machine. What it cannot do is anything physical: replacing a failed drive, repairing a screen, swapping RAM or dealing with a device that will not power on at all. In those cases it will write up a clear summary for a hardware engineer.

Question 4

Can the AI help with phishing emails and security incidents?

Accepted Answer

Yes, within a clearly defined scope. The AI triages suspected phishing and spoofing, tells you whether a message is likely malicious and what the indicators are, and guides immediate containment steps — locking down an affected account, forcing a sign-out of active sessions, resetting credentials and checking for mailbox rules an attacker may have created. It also advises on Cyber Essentials alignment and general security hygiene such as MFA coverage, legacy authentication and admin account count. It is not a security operations centre: there is no 24/7 threat monitoring, no SIEM, no forensic investigation and no incident response retainer. For a confirmed breach, engage a specialist firm.

Question 5

What SaaS applications beyond Microsoft 365 are covered?

Accepted Answer

The AI supports the common SaaS tools SMEs run alongside Microsoft 365 — the account, access and configuration layer rather than deep product administration. That means user provisioning and de-provisioning, sign-in and single sign-on problems, permission and sharing issues, licence questions and integration troubleshooting for widely used business applications. Because the AI reasons from the vendor's current documented behaviour rather than a fixed script, it copes well with tools our support team has never been trained on specifically. What it will not do is bespoke configuration, custom development or administration of specialist line-of-business software that requires vendor-certified access.

Question 6

Is there a limit on how many tickets we can raise?

Accepted Answer

No. The £4 per user per month price covers unlimited support conversations for every licensed user, with no fair-use cap, no ticket bundle and no per-incident charge. This is a genuine structural difference from human-delivered support, where every ticket consumes technician time and pricing has to reflect that. An AI agent's capacity does not degrade with volume, so a month where everything breaks costs exactly the same as a quiet one. It also removes the incentive for staff to avoid raising small issues, which is usually how small problems become large ones.

Question 7

What are the benefits of publishing your support scope openly?

Accepted Answer

Most disputes with IT providers come from a mismatch between what the customer assumed was covered and what the contract actually said. Publishing both what we support and what we do not, in plain English and before you sign up, removes that ambiguity entirely. You can decide in five minutes whether the service fits your business rather than discovering the boundary during an incident. It also keeps us honest: because the scope is public, we cannot quietly narrow it. If something you rely on is not listed, that is a clear signal to keep a hardware or on-site provider alongside us rather than expecting one supplier to do everything.

The boring 95%. Handled.

What the AI service does on its own.

Questions about what our AI IT support covers