Included · Unlimited AI tickets
AISA — AI Support Assistant
Your unlimited 24/7 IT support channel — checked against your environment before it reaches you, so the answer is about your systems, not systems in general. Every customer, every plan, since summer 2024.
AISA (AI Support Assistant) is goCloudOffice®'s flagship support technology. It answers IT questions, diagnoses problems, and runs safe automations for every customer, around the clock, with no per-ticket charge — and checks its own work against your environment before you see it. Underneath, AISA is built on Claude — the world's leading AI model — grounded in goCloudOffice®-specific runbooks, deep knowledge of every customer's environment (the asset inventory + configuration baseline that 360SmartIT Department maintains), and tool-use access to the same management surfaces our human engineers use.
Checked against your environment, before it reaches you.
Every AISA response passes through the same discipline before your team ever sees it.
- Checked before it posts.
Every AI-drafted response is checked against your environment before it posts — grounded
in your setup, specific to you.
- Grounded in your environment profile.
A maintained environment profile — your assets, your configuration baseline, your ticket
history — grounds every statement AISA makes about your setup, so the answer speaks from
your facts.
- Your facts serve only you.
AISA answers your tickets from your organization's environment profile — and only yours.
Attribution is scoped to your organization by design.
You choose how support replies reach your team.
Every organization starts in human-released mode — a person on our team answers and releases
your replies, with AISA's analysis supporting the work. Organizations that prefer direct AI
posting can request it at onboarding, or any time after — every reply AISA posts on its own is
signed 'Aisa — goCloudOffice AI Support Assistant,' so your team always knows who answered.
Every AI-drafted response is checked against your environment before it reaches you, in both
modes — human release adds a second set of eyes on top of that check.
What AISA can do
- Diagnose connectivity, login, application, and performance issues using live telemetry from the affected computer
- Resolve common issues autonomously — restart services, repair profiles, reapply policies, deploy fixes
- Walk users through configuration changes step-by-step, with screenshots tailored to their actual screen
- Proactively flag emerging issues from telemetry before users notice
- Authorize-then-execute backup restores, password resets, account lockouts, conditional-access challenges
- Search organizational documentation, runbooks, and prior tickets to ground every answer
- Recommend the right human-engineer escalation tier (Pro1 / Pro2 / Pro3 Master) when a ticket exceeds AISA's scope
Examples
- "My VPN is dropping every 5 minutes" → AISA correlates with logs, identifies a router-side conflict, and pushes the fix.
- "I deleted a SharePoint folder by accident this morning" → AISA confirms the path, restores from 360CloudBackupPro, and emails confirmation.
- "Is our Microsoft 365 vulnerable to the new attack I read about?" → AISA reviews the customer's configuration against the IOCs and produces a written assessment + remediation plan.
- "Can you help me set up a new shared mailbox for the legal team?" → AISA executes end-to-end: mailbox provisioned, permissions set, MFA enforced, ticket closed.
Limits — what AISA will NOT do without your approval
- AISA executes destructive actions (delete, disable, wipe) only with explicit user authorization in the same ticket
- AISA escalates to a billable human engineer only with explicit user authorization (you decide when to spend Pro time)
- AISA hands off to a human engineer on defined classes: security incidents, user-lifecycle changes, billing disputes, and anything unverifiable.
Under the hood: Built on Anthropic's Claude — the world's leading AI model — grounded in goCloudOffice®-specific runbooks via retrieval, augmented with each customer's asset inventory + configuration baseline + ticket history, and a curated tool-use surface that lets AISA take real, audited action on a customer's environment.
Your data stays yours: AISA processes ticket content solely to provide
support. Your data is never used to train AI models, processing happens in the United
States, and everything AISA reads is covered by the same confidentiality terms as our
human engineers — see our Privacy Policy.
