AI agent for IT services and managed IT providers: Every request triaged, every renewal seen coming.
Your technicians should be fixing the problem, not answering the fifth call about an unread email. Neo triages every request, opens the ticket, follows up your quotes and warns you before a support contract expires.
Neo is ZeniTech’s AI agent for managed IT providers, IT support firms, cybersecurity providers, contract software developers and systems integrators. It triages support requests and tickets, follows up project quotes, flags recurring-contract renewals, tracks hours and spots upsell opportunities. Like every ZeniTech agent, it also handles prospecting, email, payment tracking, analytics and security monitoring.
What Neo does for an IT firm
Neo handles the intake and the follow-up around the work. Your technicians handle the systems.
- Support requests triaged by urgency, system and contract, with urgent cases sent straight to the right person
- Project quotes followed up at the right time, without pressure
- Recurring-contract renewals flagged ahead of time, with the date and service level
- Overdue tickets and hours over the agreement flagged before the client notices
- Reminders for backup checks and updates, on your schedules
- Upsell opportunities spotted for your team, and a review request after each project
A day with Neo
An example of a normal day once Neo is live. Illustrative, not a client case.
- 7:40 am — A client writes that nobody can log in to email: Neo opens the ticket, notes the urgency and alerts the on-call technician
- 9:15 am — Project quotes sent last week and left unanswered are followed up
- 11:00 am — A support contract expires in 60 days: the renewal reminder is prepared for your account manager
- 2:30 pm — Three tickets are past the promised response time: the team is told before the clients call
- 5:00 pm — Clients due for a backup check receive the scheduled reminder
- 10:05 pm — A project request comes in through the form: qualified, summarized and assigned for tomorrow morning
Guardrails
Neo triages and informs. It does not touch your systems or your clients’ systems.
- Never accesses your clients’ systems, accounts or data
- Never promises a price, deadline or service level outside your rules
- Never makes a technical diagnosis: it opens the ticket and hands over to a technician
- Answers from your documents and rules, not from general knowledge
- Every conversation can be reviewed; you correct it, and it adjusts
An urgent request on a Monday morning, through to the contract renewal
When your technicians are at client sites, Neo answers: it opens the ticket, notes the urgency, alerts the right person, tracks the promised response time and prepares renewal reminders for your recurring contracts. It never touches your clients’ systems and never makes a technical diagnosis.
If a client says they have been hacked or that data may have been exposed, Neo does not advise or investigate: it hands the conversation to a person on your team. This is an illustrative example, not a client case; urgency levels, response times and messages are your rules.
- 7:40 am — Monday, a client writes that nobody can open email. The technicians are already on the road, so Neo answers.
- 7:41 am — Neo does not guess the cause. Following your rules, it checks that the client has a support contract, asks the questions you set (who is affected, since when) and opens the ticket with the urgency level.
- 7:42 am — The on-call technician is alerted. The client’s record is updated in the CRM: conversation, contract, service level.
- 11:00 am — The ticket is still open and the promised response time is close: Neo tells your manager before the client calls back.
- Tuesday, 9:15 am — The quote for the migration project sent last week is followed up by email, without pressure.
- Three months later — This client’s support contract expires in 60 days: Neo prepares the renewal reminder for your account manager, with the date and the service level on file.
Personal information, client data and messaging: what to check
An IT provider has access to its clients’ environments and data. Neo is set up to touch none of it; your team keeps what is yours. General information, not legal advice; have it checked by your counsel before going live.
- Quebec: the Act respecting the protection of personal information in the private sector (Law 25) applies to businesses that collect, use or disclose personal information, including that of your clients’ contacts. Neo collects only what the request needs (name, contact details, company, need) and logs it in your CRM. Have your privacy policy, retention periods and the consent shown on your forms reviewed.
- Client data stays with your clients: Neo has no access to your clients’ servers, accounts or data; it reads only what you place in your CRM and ticketing system. Managed-service contracts often carry confidentiality and security clauses: your team and your counsel remain responsible for them, and Neo does not interpret them.
- Confidentiality incidents: Quebec law sets obligations when a confidentiality incident occurs, including keeping a register. Neo never qualifies an incident: if a client mentions one, it passes the conversation to your team and keeps it on file. Have your procedure reviewed by counsel.
- Texts and email in Canada: CASL governs commercial electronic messages: consent, sender identification and an unsubscribe mechanism, with some exceptions. Neo sends renewal reminders and offers only under your rules and consents. Have your counsel confirm which messages need consent. In the US, automated calls and texts are governed by the TCPA and state laws.
AI agent, dispatcher or voicemail: who does what in an IT firm
In a support team, the phone rings hardest when everyone is on site. A qualitative comparison, with no invented statistics.
| Neo (AI agent) | Dispatcher or assistant | Voicemail | |
|---|---|---|---|
| Request while the team is on site | Answers, opens the ticket and notes the urgency | Has to choose between the task at hand and the phone | Takes a message |
| Evenings and weekends | Triage 24/7; alerts the on-call technician under your rules | During their shift | Takes a message |
| Overdue tickets | Flagged before the client calls back | If someone is watching them | No follow-up |
| Contract renewal | Reminder prepared with the date and service level | Depends on memory or a calendar | None |
| Diagnosis, intervention | Never: passed to the technician | Passed to the technician | None |
| Record in the CRM | Record, conversation, contract and ticket logged | If they enter it | A recording |
Price and setup
Neo is delivered remotely, in English or French, and powered by Orvel AI, ZeniTech’s agent layer, operated in Québec. Prices are in Canadian dollars, before taxes.
- A one-time setup, then a monthly plan with reasonable usage included; full price list on zenitech.dev/en/pricing
- Exceptional volumes are agreed in advance, never billed by surprise
- Live and answering in 1 to 2 weeks; 3 to 4 weeks when connected to your CRM, calendar and automated follow-ups
- Connects to your website, the ZeniTech CRM, your calendar, phone and SMS, email, Meta and Google, and payments
Frequently asked questions
Does Neo replace my support team?
No. Neo triages requests, opens tickets, follows up quotes and watches deadlines. Your technicians keep the diagnosis, the interventions and the client relationship.
Does it work for a software developer or systems integrator?
Yes: project requests, quotes, hours tracking and maintenance renewals. We configure your services and your rules.
How does Neo help me avoid missing a contract renewal?
Each record carries the renewal date and the service level. Neo prepares the reminder for your account manager well ahead of the deadline, follows up an unanswered renewal quote and logs the outcome. Price and terms stay yours.
Can Neo answer the phone for an IT support firm?
Yes. Neo answers by phone, text and on your website, day and night. It triages the request, opens the ticket, notes the urgency, books diagnostic appointments and logs everything in your CRM. It hands anything urgent, any complaint and any security incident to a person.
Does Neo have access to my clients’ systems or data?
No. Neo does not connect to your clients’ servers, accounts or data. It works only with what you place in your CRM and ticketing system: requests, contracts, dates and service levels.
Is it permitted to send renewal reminders and offers by email or text?
It depends on the message. In Canada, CASL generally requires consent, sender identification and an unsubscribe mechanism, with some exceptions. Neo sends only under your rules; have your counsel confirm which messages need consent. In the US, texts fall under the TCPA and state laws. General information, not legal advice.
How long does setup take?
An agent that answers and captures enquiries goes live in 1 to 2 weeks. If you also want it connected to your CRM, your calendar and automated follow-ups, plan on 3 to 4 weeks. Everything is done remotely over video calls and written updates, in English or French, so your location does not change the timeline.
How much does Neo cost?
A one-time setup, then a monthly plan, both before taxes; the full price list, in Canadian dollars, is on zenitech.dev/en/pricing. The monthly plan includes reasonable usage; exceptional volumes are agreed in advance. The exact figure depends on how many of your tools the agent connects to, and it is written down before we start.
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