Support & AI Transparency

Kocre IT Services provides AI-assisted, human-supervised support and operational services for businesses. This page explains how our support model works in plain English.

1. How Our Support Model Works

We use a combination of human support workflows and AI-assisted tools to help classify issues, retrieve knowledge, draft responses, identify patterns, support automation, and speed up service delivery.

AI assists our operations, but humans remain responsible for service delivery, oversight, escalation, and final support decisions.

2. What Counts as a Support Ticket

A support ticket is one routine request for help involving one issue, one user, or one related service interruption that requires review, triage, and action.

Examples may include:

• Login and password issues
• Email and account support
• Software troubleshooting
• Remote desktop help
• Small configuration assistance
• User provisioning or deprovisioning
• Routine platform support questions

3. What Is Not Included as a Standard Ticket

Standard support tickets do not include:

• Major migrations
• Custom implementation projects
• Custom software implementation projects
• Major remediation work
• Compliance documentation projects
• Full platform implementation
• Procurement
• Onsite work
• Structured project work
• Planned after-hours work

Those items are scoped separately unless explicitly included in a written agreement.

4. What Counts as an Emergency

An emergency is a business-critical outage, suspected security incident, or major service disruption with material operational impact and no reasonable workaround.

Examples may include:

• Company-wide email outage
• Business-critical platform outage
• Suspected account compromise
• Major security event
• Loss of access to a core operational system affecting multiple users

A single-user issue, low-impact inconvenience, cosmetic non-critical issue, or routine request is generally not an emergency.

5. Response Time

Response time means the time to acknowledge, review, classify, and begin triage of a request. It does not guarantee full resolution within that same time window.

6. Support Hours

Unless otherwise stated in a written agreement, standard support is provided during published business hours.

After-hours emergency response is available only when expressly included or separately contracted.

7. AI Output Limitations

AI-assisted outputs may be incomplete, inaccurate, or require human review. Clients should not rely solely on AI-generated content for legal, tax, financial, regulatory, or other professional determinations.

8. Data Handling and Confidentiality

We treat client information as confidential in accordance with applicable agreements and internal safeguards. We do not use client confidential information to train public AI models without express written consent.

9. Fair Use

Any “unlimited” or high-volume support offering applies to standard support requests and is subject to fair use, business-hours coverage, and exclusions for project work, major implementations, onsite work, and separately scoped items.

10. Contact

Questions about support scope or service coverage:
Email: hello@techdeskpro.com