Australian AI startup SuperIT is offering MSPs in North America a way to automate IT troubleshooting and ticket resolution without relying on predefined scripts or workflows.
The company launched a new platform, generally available as of Nov. 2. It allows MSPs to connect their existing ticketing systems and use AI agents to resolve support issues. SuperIT offers a free tier with no expiration date; paid plans start at $99 per month.
"This is a new era for IT and MSP software, where products win on technical merit, not contract lock-in," SuperIT CEO and Co-founder Christopher Sale said in a statement. "The days of signing a one- to three-year contract just to try a product are over."
Moving beyond ticket triage
SuperIT aims to address unfamiliar technical issues without requiring MSPs to build runbooks.
Many existing AI-powered service desk tools focus on categorizing tickets, suggesting solutions or executing predefined scripts. SuperIT's platform instead combines two technologies:
- Digital Twin builds an evolving model of each customer's IT environment using device telemetry and third-party integrations to give AI agents context for troubleshooting.
- SuperIT Endpoint Agent runs on managed devices to collect diagnostics, investigate problems, execute approved commands, apply fixes and verify results.
According to SuperIT, its agents can perform tasks such as user onboarding and offboarding, server performance troubleshooting and network incident response. MSPs determine how much autonomy to give the agents. Security controls classify commands into three categories: allowed, requiring approval or blocked. Actions are recorded in an append-only audit trail.
In one early-access test cited by SuperIT, its platform helped troubleshoot an Excel add-in that wasn't working on a customer's domain-managed devices. An AI agent identified an Office policy blocking VBA and applied a registry change with an engineer's approval. It then verified the fix and traced the underlying issue to a domain Group Policy Object.
Can AI help MSPs scale without hiring?
For MSP owners, SuperIT could help reduce the time technicians spend resolving support tickets.
The company's technology enables MSPs to support more customers without increasing headcount at the same rate, potentially improving gross margins. It also seeks to help providers offer lower-cost, AI-driven managed services to smaller businesses.
SuperIT reported positive results in early evaluations:
- Technician goals: Fully or partly achieved in 91.1% of reviewed conversations with SuperIT.
- Usefulness: Rated clearly useful or decisive in 74.1% of reviewed conversations.
Those figures measure technician outcomes and usefulness, not the percentage of tickets resolved autonomously.
"We've tested many ticket remediation solutions, and only SuperIT passed our accuracy tests. It's also very easy to use," said Sam Gridley, SuperIT partner and CEO of Hawaii-based MSP Intech Pacific, in a statement.
North American expansion plans
North America is now SuperIT's primary growth market. The company plans to establish a dedicated U.S. team in the first quarter of 2027. Until then, North American customers will receive support through its existing Australian operations and global platform.
Founded in 2025, SuperIT raised $1.7 million in pre-seed funding in December 2025.
"MSPs shouldn't have to sit through sales demos, sign long contracts or commit to big minimums just to find out whether an AI tool like SuperIT works in their environment," Sale said in a statement. "Start free, prove it on real tickets and scale when you're ready."
What MSPs need to know about SuperIT
- Free tier: Unlimited AI ticket triage and analysis, subject to fair-use limits, plus 200 monthly credits for other AI features. No expiration date.
- Pricing: Paid plans start at $99 per month, with more credits available at higher tiers. Month-to-month contracts and custom enterprise plans are available.
- Integrations: ConnectWise PSA, Autotask, HaloPSA and Accelo, plus other platforms with public APIs.
- Deployment: AI agents can begin running within 60 seconds of sign-up, with ticketing systems connected and supporting tickets within an hour, according to SuperIT.
- Data handling: Customer data is hosted in Australia. Enabled AI features use U.S.-based model providers. SuperIT says customer data is not used to train third-party AI models.
- Certifications: SuperIT is pursuing SOC 2 Type II and ISO 27001 certifications.
Images: AD — stock.adobe.com, Christopher Sale
