Staff describe the problem in plain English. The AI diagnoses it against live device context and, for common issues with a known fix, resolves it directly on the device. Effortless for the person who raised it - fully governed for the person responsible for it.
Requires Microsoft 365 Business PremiumStaff describe the issue in plain English - no forms, no categories.
Checked against live device context - not a guess from a script.
For known issues with a known fix - applied directly on the device.
Staff see it resolved. IT Champion sees it logged, with rollback available.
The same support flow looks different depending on who you are - simple and immediate for the person with the problem, transparent and governed for the person accountable for the environment.
No portal to learn, no ticket number, no waiting for a callback. They describe the problem in their own words and, more often than not, it's just fixed.
One nominated person holds the controls - approvals, licences, and a complete record of everything the platform has done. Nothing happens silently.
Most SMB environments are more than Microsoft 365 - a line-of-business app or two, an asset register, printers, headsets, and the odd piece of specialist software your team relies on daily. 1ST2 is built to support all of it.
Upload vendor guides, runbooks, or your own knowledge base for the industry or LOB apps you run - the AI learns your specific tools, not just generic Microsoft guidance.
Printers, docks, monitors, and every device issued to your team - kept in a live register alongside warranty status and support history, not a spreadsheet nobody updates. Maintaining the physical gear is still on you; this is the reliable source of truth for what you've got and its condition.
Headsets, printer mapping, driver conflicts - the fixes staff actually ask about most, diagnosed with the same clarity as any AutoFix request. AutoFix's automated remediation is scoped to your Microsoft 365 environment; physical hardware fixes stay with your team, with clear step-by-step guidance and a logged record either way.
The IT Champion doesn't need to be technical. They review what the AI proposes in plain English, approve with a tap, and keep an eye on who's licensed for what - across both Microsoft 365 and the security stack. After onboarding, that's typically under 10 minutes a day: a two-minute morning digest and the occasional approval from their phone.
Every proposed fix carries a confidence score. You set the thresholds: let routine, high-confidence fixes run on their own, and keep anything more consequential waiting for a tap. The platform also builds a remediation memory specific to your environment - learning from every resolved ticket so recurring issues are handled faster and with higher confidence over time.
Low-risk, well-understood fixes - cached credentials, printer mappings, sync resets - run on their own above your confidence floor, logged for review.
Medium-risk changes are gathered into a twice-daily digest, explained in plain English, and wait for your IT Champion to approve together.
Higher-impact actions are never automated. They trigger an immediate notification, are documented and explained, and are held until a person signs off.
A small number of issues require a human decision - physical hardware, vendor disputes, or anything outside the platform's remediation scope. Your IT Champion receives an immediate plain-English briefing: what the AI diagnosed, what it tried, what it ruled out, and the recommended next step.
AutoFix is most capable on managed Windows, where the deepest set of automated remediations is available. macOS is fully supported for diagnosis and guidance, with a growing set of automated actions - some fixes are guided step-by-step rather than executed silently. We're clear about your exact device mix during onboarding.
This isn't an upsell - it's a genuine requirement. AutoFix, device context, and security automation are powered by the endpoint management and security tooling included with Business Premium. If your team is on a lower tier, we'll walk you through the upgrade as part of onboarding so everything works as intended from day one.
When the optional endpoint security stack is active on a device, AutoFix operates with a confirmed-clean security baseline - the human SOC has already reviewed the endpoint before any remediation runs.
MSPs do genuinely valuable work. This is simply the layer most IT agreements never included.
| Capability | Traditional MSP | 1ST2 |
|---|---|---|
| On-site support, hardware & infrastructure | ✓ Their strength | Keep your provider |
| AI-automated IT support, 24/7 | ✗ | |
| Diagnosis with live device context | ✗ | |
| Automated remediation with 24-hour rollback | ✗ | |
| Immutable audit trail on every action | Rarely standard | Always |
| Microsoft Secure Score monitoring | Dashboard access | Live + monthly loop |
| 24/7 SOC-monitored security stack | Varies by agreement | Optional, per user |
| Compliance tracking & evidence packs | Consultant engagement | Included, one click |
| Plain-English daily digest of what happened | ✗ | |
| HR policy assistant for every staff member | ✗ | |
| Price locked permanently at signup | ✗ | |
| Month to month, no lock-in | Varies | Always |
Not a replacement - a partnership. Keep your MSP for what they do best; 1ST2 covers the rest. No MSP? The platform works standalone.
We'll walk you through our live demo environment - a staff request, the diagnosis, the IT Champion approval, and the audit trail it leaves behind. See it in action for yourself, no connection to your own systems required.