Fit
Organisations that have rolled out Copilot and stalled on uptake
Licences bought, training delivered — and now most of the seats are quietly idle. Adoption nudges and in-the-flow help wake them back up.
Eastbourne · UK
/ AI Consultancy / AI SupportWhen the answer to “is this prompt right?” is “ask us”.
Day-to-day, in-the-flow-of-work support for staff using your approved AI tools. On the M-Tech Systems service desk you may already be on, with a specialist Labs tier for the AI questions a normal MSP wouldn't answer. Not a training programme. Not a help-with-everything bucket. The bit between training and IT.
01/ What we cover
Four things, run on the service desk.
Specific to the AI tools your team is using. Not a general productivity helpline; not a generalist IT bucket either.
Approved-tool support
Microsoft 365 Copilot (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, Copilot Chat), Microsoft Copilot Studio, ChatGPT Enterprise / Team, Claude for Work, Claude Code, Claude Cowork — plus any custom assistants and agents Labs has built for you.
In-the-flow-of-work help
"Why did Copilot ignore this document?" "This prompt isn't working — can you tweak it?" "Is it safe to put this in?" "How do I do X in Copilot Studio?" Quick, specific, answered by someone who knows the tool and your tenant.
Adoption nudges
Tracking which features are actually being used, which licences are dormant, which teams have stalled. Monthly nudges to the right people with the right examples — so Copilot doesn't quietly become an expensive seat in a dashboard.
Escalation paths
Things that need governance review, a security perimeter check, or a vendor escalation — routed cleanly to the right specialism rather than bouncing around in helpdesk tickets.
02/ How it runs
On the rails you're already on.
AI Support is a tier on top of the existing M-Tech Systems service desk, not a separate channel for people to learn.
You're already on the service desk
Most M-Tech customers have an existing MSP relationship. AI Support layers on top of it — same ticketing, same SLAs, same humans, with a specialist Labs tier for the AI-shaped questions.
Tickets get routed
General IT goes the usual way. AI-tagged tickets surface to the Labs tier — typically responded to within the same business day, often within the hour for in-the-flow questions.
Adoption tracking runs in the background
Monthly licence-utilisation pulls, dormant-seat alerts, feature uptake reporting. Quietly, without anyone having to ask.
Quarterly review
A short look at what's been asked, what's been used, what's not landing, what's worth promoting. Drives the next quarter's adoption focus.
03/ What it isn't
The boundary lines matter.
We don’t run general IT support in this tier — that’s your MSP relationship (and if that’s also M-Tech Systems, the rest of the contract covers it).
We don’t write bespoke code in this tier — that’s a build engagement. We don’t deliver AI strategy in this tier — that’s an Executive Briefing or a Compliance engagement. And we don’t deliver training in this tier — that’s AI Training & Enablement.
AI Support is specifically the day-to-day help — after training has happened, while the work is being done.
04/ Who it's for
Three shapes of organisation we tend to see.
Fit
IT teams who don't have an AI specialist in the building
General IT support is fine; the AI-shaped questions go to nobody in particular. AI Support gives them a route — same desk, specialist tier behind it.
Fit
Leadership teams who want a visible escalation path for AI questions
"Where does my finance director go when Copilot does something they're unsure about?" — the answer being "us" not "Google."
/ Backed by
Delivered on the M-Tech Systemsservice desk — same SLAs and humans your IT team already speaks to — with a Labs specialist tier for the AI questions a generalist MSP wouldn’t normally answer. Cyber Essentials certified, aligned to NCSC CAF 4.0, progressing through the Assurix trustmark programme. UK-based. See secure development for the full picture.
Back to AI Consultancy/ Teach people first
Need people taught how to use AI before they need support using it? See AI Training & Enablement — the upstream half of the same pair.
/ Keep the governance true
Need your DPIA, customer commitments and tenant configuration kept aligned as vendors ship default-on changes? See Continuous Compliance.
/ Start a conversation
Stop guessing. Just ask.
AI Support is the answer when “is this prompt right?” or “is it safe to put this in?” comes up. Tell us what you've rolled out and we'll scope a tier that fits.