Frequently Asked Questions

TechManager AI is a Managed Service Provider (MSP), delivered as software. AI does the IT work itself. When a human is needed, escalations route to your team or ours.

Three pillars:

• • Intelligent Ticketing. AI classifies, prioritizes, and resolves tickets automatically. Attach screenshots and AI analyzes them. Every resolution makes the system smarter.
• • Governed Execution. Every action flows through: request → policy check → approval → execution → audit. Low-risk actions run automatically; high-risk actions require human approval.
• • IT Services. Asset tracking, knowledge base, dependency mapping, and integrations with your existing tools.
• • Built for regulated industries: healthcare, legal, and medical billing/RCM.

We're an IT operations layer, not your whole stack. Things we don't replace:

• • Your GRC platform, we feed Vanta, Drata, etc. with operational evidence; we don't replace them
• • Your billing/RCM software, we manage access to Waystar, Trizetto, EHRs, etc.; we don't process claims
• • Hardware procurement & physical IT, we coordinate vendor dispatch, but we don't ship laptops or run cabling
• • Specialty domain expertise, we don't substitute for clinical, legal, or financial subject-matter judgment
• • Custom software development, we automate IT operations, not build applications

If you're not sure whether something fits, ask in your demo, we'd rather scope it honestly than oversell.

Two types of buyers, depending on whether you already have IT:

Already have IT? ($199/mo Essentials.) In-house tech, contractor, or MSP. AI takes Tier 1 off their plate so they focus on strategic work. Made for IT professionals.

No dedicated IT? ($599/mo Pro.) Or you're replacing your MSP. Our IT team becomes your IT: named account manager, remote-in support included.

Built for SMBs in regulated industries: medical practices, law firms, accounting and finance firms.

Book a 15-minute demo call. We'll walk through your IT challenges, show the governed execution pipeline, set up your organization, connect your tools, and get you live.

• • Most teams live in days, not months
• • Connect your tools, set your policies, AI starts handling tickets
• • Integrations typically take 1-2 weeks
• • We work with you to ensure a smooth rollout at your pace

• • Multi-location, same policies, approvals, and audit trail enforced across all sites from one dashboard
• • Remote & hybrid, employees get AI support from anywhere via Slack, Teams, email, Zoom, or the self-service portal
• • International, AI operates 24/7 with no time zone gaps; human escalation available across regions
• • Consistent governance, compliance rules enforced identically whether the user is in your main office or working remotely from another country

• • We run alongside your current provider during transition, no gap in coverage
• • Import your existing documentation, runbooks, and ticket history so AI starts with context
• • Connect your tools (RMM, identity, email) and AI begins handling tickets immediately
• • Most teams transition in 1-2 weeks with zero downtime

• • For most employees, no. They just message Slack, Teams, email, or Zoom like they already do
• • Office managers and admins get a short walkthrough of the dashboard and reporting
• • IT admins configure policies and approvals, we help set those up during onboarding
• • No new software to install for end users

• • Yes, dashboards show ticket volume, resolution times, common issues, and AI performance
• • See what's breaking, how fast it's getting fixed, and where to invest
• • Export reports to CSV or PDF for board meetings, audits, or compliance reviews
• • Practice owners and office managers get visibility without needing to be technical

Your data belongs to you. When you cancel, we provide a full export of your tickets, knowledge base, audit logs, and asset inventory in standard formats. After export, your data is permanently deleted from our systems.

We work with businesses across multiple regulated industries. Book a call and we can discuss how teams like yours are using the platform.

Yes. Most teams start with one department or location and expand from there. You define which users, ticket types, and actions the AI handles during the pilot.

They won’t even notice a change. Employees just message through the tools they already use (Slack, Teams, email). The AI responds like a helpful IT person. No new apps to install, no portals to learn. For IT staff worried about getting it right, the platform also acts as a safety net, guardrails before destructive actions, audit trail on every change.

They're right that AI alone can't replace everything. That's why our Pro plan includes our IT team, named account manager, remote-in support, for the things that need a real human. AI handles the routine 80% (password resets, software install, onboarding); we handle the rest. Your provider can stay on for niche projects, or this can fully replace them.

Our Essentials plan is built for smaller teams. If you have IT issues but no dedicated IT person, you’re exactly who this is for. Real IT operations at a fraction of what hiring someone would cost.

Most IT tools organize problems but don’t solve them. TechManager AI actually resolves tickets with governed AI. Book a demo and we’ll show you the difference.

• • AI reads the ticket and searches your knowledge base
• • Picks the best action, you control what AI is allowed to do
• • We restrict every action through policies you define
• • Low-risk actions run automatically; high-risk actions wait for human approval
• • Everything is logged in a full audit trail
• • Powered by an ensemble of Claude, ChatGPT, and Microsoft Copilot, with optional self-hosted models

• • Built-in channels, Slack, Microsoft Teams, email, Zoom, and the self-service portal
• • Compatible with, Google Workspace and Microsoft 365
• • RMM & asset management, NinjaOne, JumpCloud, Microsoft Intune for device sync and monitoring
• • Governed execution, connect to 30+ external systems; actions flow through policy checks before running
• • REST API available for custom integrations
• • New integrations added regularly, ask us about yours

• • Yes, upload your internal IT docs, runbooks, SOPs, and troubleshooting guides
• • AI indexes your knowledge base and uses it to resolve tickets
• • Answers are sourced from your approved documentation, not general internet searches
• • Knowledge base updates are reflected immediately in AI responses

• • Claude (Anthropic), ChatGPT (OpenAI), and Microsoft Copilot run together as an ensemble
• • Each query is routed to the best-suited model for the task (reasoning, drafting, code, multimodal)
• • Self-hosted open-source models are available on Enterprise
• • BYOM, Enterprise customers can bring their own model for full control
• • Customer Data is not used to train these providers' general-purpose models

• • Governed execution pipeline, AI proposes actions but policies gate what actually runs
• • Every AI credit is checked against your defined policies before execution
• • High-risk operations require human approval; they never run automatically
• • AI responses are grounded in your knowledge base and ticket history, not hallucinated
• • Full audit trail means every action can be reviewed and rolled back

• • Yes, attach a screenshot of an error and AI reads it, identifies the issue, and suggests a fix
• • Powered by the multimodal capabilities of our LLM ensemble (text and images)
• • Works with error dialogs, blue screens, application crashes, configuration panels, and more
• • AI combines image analysis with your knowledge base to find matching solutions

• • Yes, the resolution learning loop means every resolved ticket improves future responses
• • AI learns which solutions actually work for your environment, not just generic answers
• • Ticket forecasting predicts volume spikes so you can staff accordingly
• • The more your team uses it, the faster and more accurate it becomes

We're not a GRC platform, we don't replace Vanta, Drata, or your existing compliance tool. We feed it. Every action goes through a governed pipeline (request → policy check → approval → execution → audit) and gets logged with full context: who, what, when, why, who approved. That audit trail exports to your GRC tool as evidence.

• • HIPAA, BAA available, compliance-supportive logging, governed access controls
• • SOC 2, aligned controls; continuous monitoring, change documentation, access reviews
• • PCI DSS, payment processing handled through Stripe for PCI scope reduction
• • Already on Vanta or Drata? We integrate as an evidence source. Your GRC tool stays the system of record.

• • Fully isolated, each organization's data is completely separate
• • SSO and multi-factor authentication supported
• • Role-based access controls and API key management
• • Complete audit trails, who did what and when

We're actively working on self-hosted deployment options. If this is important for your organization, let us know during your demo call and we'll discuss timelines and requirements.

• • Yes, we sign BAAs for healthcare organizations handling PHI
• • BAA covers all data processed through the TechManager AI platform
• • Available on Pro and Enterprise plans
• • Contact us during your demo call to initiate the BAA process

• • Every action is logged with: timestamp, user, action type, policy applied, approval status, and result
• • Logs are searchable and filterable by date range, user, action type, or policy
• • Export to CSV, JSON, or direct integration with your SIEM
• • Retention period configurable per your compliance requirements
• • Immutable logs, entries cannot be modified or deleted

We’re built on enterprise-grade cloud infrastructure with redundancy. If there’s ever a disruption, tickets queue automatically and process the moment service resumes, nothing is lost.

Yes. We can share our security documentation and compliance posture during the sales process. Book a call to request it.

The platform is built with redundancy. If there’s ever an outage, tickets queue automatically and process when service resumes. Your team can still reach support through your existing escalation paths.

Data is stored in US-based cloud data centers and is encrypted at rest and in transit. Enterprise customers can discuss regional preferences.

Yes. We can complete your security questionnaire, provide documentation, and participate in your risk review process. We work with regulated industries regularly.

It depends on what you want the AI to do. Read-only integrations need minimal access. Execution actions need specific scoped permissions, never full admin. You control exactly what the AI is allowed to do.

Yes. SSO is available on Enterprise plans with support for common identity providers. Pro plans support Google and Microsoft sign-in out of the box.

That’s what governed execution prevents. The AI never acts alone on high-risk operations, it proposes an action, policy checks run, and a human approves before anything executes. Full audit trail means you can prove exactly what happened.

• • Essentials: $199/mo. AI does the work, your IT staff handles escalations. Single site, 1-50 users. 5,000 credits/mo.
• • Pro: $599/mo. AI plus our IT team, named account manager, remote-in support. Multi-site, 51+ users. 50,000 credits/mo.
• • Enterprise: Custom. Dedicated team, 24/7 available, custom infrastructure. Unlimited credits.
• • AI credits pooled across your whole team, not per user
• • No setup fees, monthly billing, cancel anytime

See full pricing details

• • An AI credit is any operation the AI performs on your behalf
• • Examples: resolving a ticket, resetting a password, running a diagnostic, applying a policy check
• • Reading and classifying incoming tickets does not count as a credit
• • Credits are pooled across your entire team, not charged per user

• • No setup fees on any plan
• • Month-to-month billing, cancel anytime
• • Enterprise custom agreements available for multi-year commitments
• • Implementation support included at no extra cost

• • You'll receive alerts at 80% and 90% usage
• • Credits don't stop, we never disrupt your IT operations
• • Overages billed at your plan's per-credit rate
• • Upgrade to a higher tier anytime for a lower per-credit cost
• • Enterprise plan includes unlimited credits

• • Yes, we offer special pricing for registered nonprofits and educational institutions
• • Contact us during your demo call to discuss eligibility
• • Volume discounts also available for organizations with 100+ employees

Most teams see significant savings compared to a traditional MSP or hiring in-house IT. You also get 24/7 coverage instead of business-hours-only support. We can walk through your specific numbers during a demo.

It’s a monthly subscription, no hardware, no capital expenditure, no depreciation schedules. A straightforward operating expense.

We accept all major credit cards and ACH/bank transfer through Stripe. Contact us to discuss payment options.

No. Your monthly rate covers the platform, AI credits, integrations, and standard support. Optional add-ons are available but never required. No per-user fees, no per-ticket fees.

Yes. Change your plan at any time, upgrades take effect immediately, downgrades apply at your next billing cycle. No penalties, no locked-in tiers.

We support the full range of healthcare practice IT needs:

• • Fax & eFax, setup, troubleshooting, and server configuration
• • VPN, secure remote access for staff and providers
• • Printers & scanners, connectivity, drivers, and network setup
• • Phone systems, landlines, VoIP, and desk phone configuration
• • Network & internet, connectivity issues, Wi-Fi, and troubleshooting
• • Medical devices, vision screeners, audiometers, vitals monitors, diagnostic imaging
• • EHR/EMR connectivity, integration issues, login problems, syncing
• • Label printers, patient wristbands, specimen labels, pharmacy labels
• • Check-in kiosks, setup, troubleshooting, and patient flow

Billing/RCM firms are HIPAA business associates to every practice they bill for, their auditors are your auditors. TechManager AI supports:

• • Multi-tenant access scoping, billers see only the practices in their book; cross-tenant access blocked at the policy layer
• • Same-day offboarding, revoke access across Waystar, Trizetto, Athenacollector, EHRs, VPN, email when a biller leaves
• • Per-client audit trails, filter the log by practice for client review requests in minutes
• • HIPAA BAA, signed on Pro and Enterprise; subprocessor BAAs upstream for a clean chain

See the full billing/RCM page

• • Client-matter confidentiality, AI respects ethical walls and matter-based access controls
• • Document management, connectors for document management systems (SharePoint, and others via REST API)
• • E-discovery & litigation hold, support through governed workflows
• • Audit trails, meet bar association record-keeping requirements

• • Yes, the governed execution engine connects to external systems via their APIs
• • Healthcare, troubleshoot EHR/EMR connectivity, manage device access, handle IT issues specific to medical environments
• • Legal, govern access to document management systems, enforce ethical walls, support e-discovery workflows
• • Finance, governed access provisioning, audit-ready logging, policy-enforced IT operations
• • REST API for custom integrations, if your software has an API, we can build a governed connector

• • Same core IT challenges, printers, scanners, fax, VPN, patient check-in, device connectivity
• • Same compliance needs, HIPAA, access controls, audit trails
• • AI handles the common IT requests that eat up your office manager's day
• • Specialty-specific software (imaging, practice management, scheduling) supported via REST API connectors
• • If your practice has IT, we can manage it, the specialty doesn't change the governed execution model

• • Yes, behavioral health has stricter privacy requirements than standard HIPAA (42 CFR Part 2 for substance abuse records)
• • Governed execution ensures no data is accessed or shared without proper authorization
• • AI respects access boundaries, clinicians, billing, and admin each see only what policy allows
• • Telehealth platform IT support, connectivity, device setup, and troubleshooting for remote sessions
• • Full audit trail for every IT action, which matters when patient confidentiality is non-negotiable

• • Password resets and account unlocks
• • Software installation and update requests
• • Printer and peripheral connectivity issues
• • VPN and remote access troubleshooting
• • Email configuration and mailbox access
• • File permission and shared drive access requests
• • Network connectivity diagnostics
• • New employee onboarding, provisioning accounts, access, and devices

• • AI escalates to your designated human team with full context attached
• • Escalation includes: ticket history, diagnostic steps already taken, and recommended next actions
• • You define escalation rules, by issue type, severity, or time elapsed
• • Human responders see everything the AI already tried, so they never start from scratch

• • AI operates 24/7, nights, weekends, and holidays with no gaps
• • Routine issues are resolved immediately, even at 2 AM
• • Critical issues trigger escalation to your on-call team with full context
• • No more paying for after-hours MSP rates for a simple password reset

• • Yes, role-based access controls let you define what each group can request and what requires approval
• • Example: front desk staff can reset their own password instantly; accessing patient records requires manager approval
• • Policies are enforced automatically, no relying on people to follow the rules
• • Works across departments, locations, and job functions

• • Asset tracking covers laptops, desktops, tablets, phones, and any managed device
• • Sync with RMM tools (NinjaOne, JumpCloud, Microsoft Intune) for real-time status
• • See which devices are online, who they're assigned to, and whether they're compliant
• • Govern app installs, remote wipes, and device provisioning through the approval pipeline

• • Yes, submit requests through Slack, Microsoft Teams, email, Zoom, or the self-service portal
• • AI responds in the same channel the employee used, no context switching
• • Tickets are automatically created, classified, and routed regardless of submission channel
• • All channels feed into the same governed pipeline with full audit trail

• • Yes, full asset inventory with automatic sync from RMM tools (NinjaOne, JumpCloud, Microsoft Intune)
• • Real-time online status, see which devices are active right now
• • Track hardware, software, licenses, warranty, and compliance status per device
• • Assign assets to employees with full assignment history
• • Dependency mapping (CMDB), know what depends on what, so you understand blast radius before making changes

• • AI responds to incoming tickets in under 60 seconds
• • Most routine issues (password resets, access requests, diagnostics) resolved in under 5 minutes
• • 24/7 coverage, no waiting for business hours or staff availability
• • Human-escalated tickets follow your defined SLA response times

Yes. Define your own categories, priority levels, routing rules, and approval workflows. You set the policies, the AI enforces them.

From the dashboard in a few clicks. If you use directory sync, it happens automatically. Offboarded employees can have access revoked instantly.