Frequently asked questions

It's the whole cost of the AI Support tier for the published scope, plus a one-time $1,495 onboarding fee. Software licences are separate and optional, and on-site or line-of-business work is billed hourly. A 12-person company on AI Support with Microsoft 365 Business Premium and cloud backup pays $1,495 once, then $684 per month — $57 per user all in.

Managed IT typically costs $100 to $300 per user per month in North America, with a small-business average around $150 to $200. Companies under 15 seats usually pay at the higher end because fixed costs spread across fewer people. PCR charges $29 per user for AI Support, $99 for Managed and $159 for Managed Plus, with licences priced separately.

Because bundling hides two things: what the support actually costs, and what markup you're paying on software. We list Business Standard at $15 and Business Premium at $24 per user per month, and you're free to buy them from Microsoft or another reseller instead — we'll manage the tenant either way.

The initial term is 12 months, then it converts to month-to-month with 30 days' notice. Monthly billing during the initial term is available at a 10% premium. We don't do three-year auto-renewing contracts.

Yes, applied automatically rather than negotiated. 25–49 users get 10% off any tier; 50 or more get 15%. You don't have to ask, and you don't get a worse deal for not asking.

Five users on AI Support is $145 per month plus the $1,495 onboarding fee. If you add Microsoft 365 Business Premium and backup through us, that's $285 per month for five people, fully licensed and managed.

AI IT support uses automation connected directly to your Microsoft 365 tenant and managed devices to resolve routine requests without a technician — password resets, account lockouts, new starters, leavers, licence changes, software installs and patching. Anything it can't resolve escalates to a human engineer. Because automation absorbs the highest-volume work, it can be priced at $29 per user per month instead of the $150 to $200 typical of a traditional provider.

Anything physical or anything without a software interface. Hardware failures, printers, cabling and Wi-Fi problems; line-of-business applications with no API; vendor coordination like ISP outages or telecoms porting; and judgement-heavy work such as security incident response, procurement decisions and compliance interpretation. These are billed hourly or covered by a higher tier.

It depends almost entirely on how cloud-based you already are. A company fully on Microsoft 365 with modern laptops and no servers sees the large majority of routine requests resolved automatically. A company with on-premise servers and legacy applications sees considerably less. The free audit gives you a realistic estimate for your environment before you commit to anything.

Yes — we don't disguise it. It identifies itself, tells you what it's about to do, and hands off to a named person when it isn't confident. Pretending a bot is a human is how people lose trust in the service the first time it gets something wrong.

Destructive actions require human approval, so the blast radius is limited by design. Everything is logged with a full audit trail, changes are reversible, and if something goes wrong we fix it at our cost and tell you what happened. Our errors aren't billable to you.

The automation runs through Microsoft's official Graph API using scoped, least-privilege permissions you grant and can revoke yourself at any time. Every action is logged in an audit trail you can review and export. Destructive operations — deleting accounts, changing security policy, removing data — always require explicit human approval rather than running autonomously.

No. Your tenant contents, support tickets and documents are never used to train any model. Processing runs under a commercial agreement with zero data retention for training purposes.

The base tiers include patch management, device policy and encryption enforcement, conditional access and MFA enforcement, and monitoring with automated remediation. Endpoint detection and response comes either through Microsoft Defender for Business — included in your Microsoft 365 Business Premium licence — or our Managed EDR add-on at $6 per user. We'll tell you which you need rather than selling you both.

Not yet. We're transparent about that rather than implying otherwise. We follow SOC 2 aligned controls and can provide documentation of our practices, and we support customers going through their own SOC 2, HIPAA or PIPEDA processes on the Managed Plus tier. If your procurement requires a provider's SOC 2 report today, we're not the right fit yet.

A named engineer assigned to your account, plus the automation running under scoped permissions. Access is role-based, logged, and reviewed quarterly. You can see exactly who holds access and revoke it yourself through your own Microsoft admin centre without going through us.

The AI helpdesk runs 24/7 on every tier. Human support is business hours with a 4-hour response on AI Support; business hours with a 1-hour response plus an after-hours emergency line on Managed; and 24/7/365 with a 15-minute critical response on Managed Plus.

Message the support channel in Microsoft Teams, or email support. Managed and above also get a phone line. There's no portal to learn and no ticket form to fill in — you describe the problem in plain language.

Yes. macOS is fully supported including Intune or Jamf management. Linux endpoints and servers are supported on Managed and above. The domain name is a legacy of the site's history, not a description of what we support.

Server management is $89 per server per month on top of your user tier, covering monitoring, patching, backup and remediation. Network devices are $25 each. If your environment is heavily on-premise, Managed Plus is usually the right tier — and if it's very heavily on-premise, a local hands-on MSP may serve you better.

Yes. Remote support works anywhere, and we have customers outside North America. On-site dispatch is arranged through local contracted technicians and availability varies by market — we'll confirm coverage for your locations before you sign, not after.

Thirty days' notice after the initial 12-month term. We hand over full documentation, administrative credentials and your data in standard formats at no charge, and remove our access within 24 hours of cutover. There is no offboarding fee, and we don't hold your documentation hostage.

You do, always. Your tenant and domains stay registered in your name and we hold delegated administrative access that you can revoke yourself. Some providers register customer tenants under their own partner account, which makes leaving difficult — we don't, and you should ask any provider this question directly.

Upgrade in any month with no penalty and no second onboarding fee. Downgrade at renewal. Seat counts are trued up quarterly, so you can add or remove people as you go rather than being locked to a headcount you set on day one.

Unlimited support requests, yes — no ticket caps, no per-incident charges. It doesn't include projects, migrations, office moves or rebuilding an environment we didn't set up; those are quoted as fixed-price work in advance. We define this in the contract rather than leaving it vague and arguing about it later.