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Frequently asked questions

Is there a free trial?​

Yes. New MSPs sign up at app.msp-ops.ai and land in a time-bound trial automatically — no credit card needed up front. The trial gives full feature access; near the end of trial, the Billing page prompts you to pick a plan and add a payment method.

How is my data isolated from other MSPs?​

Every tenant-scoped database table carries an msp_id foreign key. The API layer derives your MSP identity from your authenticated session and applies the msp_id filter to every customer-data query before it reaches the database — your MSP's queries can only ever return your MSP's rows.

Credentials are encrypted at rest using Fernet symmetric encryption; the encryption key is held in Azure Key Vault separately from the database, and credentials are decrypted only at API-call time.

The Audit Log (/app/audit-log) gives you an immutable, exportable record of every privileged action — token mints, approval decisions, routing rule changes, knowledge-base updates, and more.

Audit Log — immutable record of privileged actions with timestamp, user, action, resource type and ID

What happens when I cancel?​

Cancellation is a soft-disconnect by default. Your data stays in place, you keep read-only access until the end of the paid period, and you can resubscribe and pick up where you left off.

If you also want us to delete everything we put in your tenants (the partner-side Entra app, GDAP relationships, customer-tenant service principals, service groups), use the Disconnect button in the CSP/GDAP wizard. That's the hard-disconnect path and is irreversible.

Can I run Ops AI on-prem or in my own Azure tenant?​

No — Ops AI is a multi-tenant SaaS product hosted by Ops AI. We don't offer a single-tenant or self-hosted deployment option.

What we do offer is per-MSP isolation at the data layer (see above), per-MSP Entra apps for delegated authentication to your tenants, and full audit logs of every action Ops AI takes on your behalf.

Which vendors do you support?​

Seven integrations today: Autotask (PSA), Datto RMM, Datto EDR, IT Glue, Pax8, UniFi, and Microsoft 365 (via CSP/GDAP). See Integrations overview for what each one reads and writes.

If you need an integration we don't currently support, email support@msp-ops.ai — vendor priorities are driven by customer demand.

How does Ops AI handle destructive actions?​

Write handling depends on customer policy, the tool, its draft/apply route and the execution context. Inspect the current proposal and controls: a draft or approval does not prove the vendor action completed. See Approvals.

Approvals — pending cards with the exact tool, parameters, SOP, and customer plus Approve / Reject buttons and a feedback prompt

SOP approval levels, Auto-execute and the AI confidence threshold are separate controls. None overrides customer read-only/propose-only requirements or mandatory human gates. Do not relax them to complete a dogfood test; follow the Autotask walkthrough.

Is there an API I can call from my own scripts?​

Yes — every user can create Personal Access Tokens (PATs) from their Profile page. Use them either as a direct Authorization: Bearer pat_... header or exchange a PAT for an 8-hour session JWT via POST /api/public/auth/token-login.

Each user can have up to 20 active PATs. Treat them like passwords — short expiry, descriptive names, rotated regularly.

There's also an MCP Server (/app/mcp) that exposes the same vendor tool surface via OAuth 2.1 — connect an external AI assistant (ChatGPT, Claude, custom tools) and it can search tickets, query devices, isolate endpoints, and so on, scoped to your MSP's data.

MCP Server — per-MSP server URL with Copy button, connection guides for ChatGPT / Claude Desktop / VS Code, and active connections list

What's the difference between SOPs and Copilot?​

SOPs are reusable procedures with natural-language steps or explicit tool graphs. Their execution depends on the published version, trigger and runtime policy. They're auditable, versioned, scheduled, and can be triggered by webhooks. Think "any time we get a ticket with password reset in the title, run this exact sequence."

Copilot is conversational and ad-hoc. You type "summarise this week's high-severity alerts, grouped by customer" and Copilot interprets, calls the tools, and returns a result. Available tools and approval routes depend on the surface and configuration; do not assume every SOP tool is callable in every chat.

Rule of thumb: if you find yourself running the same Copilot prompt repeatedly, lift it into an SOP.

Can I export my data?​

Yes. The Audit Log, Users, SOP Reports, and Customer Reports pages all have CSV export. Customer Reports also exports PDF and has time-limited share-link support if you want to send a customer their own monthly summary.

Up to 10,000 rows per export.

Where can I get help?​

  • support@msp-ops.ai — email support, 1 working day response.
  • Help Center in the app links to this site and its search, alongside a contact-us card. Do not enter private customer data or secrets into help search.
  • Customers on the Professional plan have a named Ops AI account manager — your onboarding email has the contact details.