Secure AI Agent · MSP
AI applied to your MSP operation
A specialist configured to triage tickets by each client's contract tier, trigger escalation before the SLA breaches, keep environments documented, and notify ahead of the maintenance window.
Companies that trust UPX
Capabilities
What the MSP Agent can do
Main areas of work for the MSP and IT Services AI Agent in your operation.
Contract-tier triage
Classifies each ticket by the service level of the client who opened it.
SLA alerting
Flags tickets approaching their deadline, before the breach.
Escalation matrix
Triggers the next tier according to the rule defined per contract.
Environment documentation
Keeps each client's inventory and topology findable.
Maintenance window
Prepares the client notice and the checklist ahead of each patch.
Per-client report
Consolidates volume, response time, and open items with the data source.
Skills
Capabilities that compose the specialist
Skills add specific capabilities to the Secure AI Agent according to the processes it needs to execute.
- SLA classification
- Checks the ticket against the contract's service level.
- Deadline anticipation
- Projects the due time and warns before it arrives.
- Environment recording
- Keeps client documentation current and queryable.
From ticket to window, with the technical team in control
Connect your service desk, define what the agent can do, and let the triage happen within your contract limits.
- Connect the service desk
- The agent works where the tickets already arrive.Connect the ticketing tool, the documentation base, and the team channels so the Secure AI Agent has access only to what it needs to follow the contracts.
- Declare the contract tiers
- Each client's SLA becomes the agent's rule.Record each client's service level and the escalation matrix. The agent then triages and alerts according to that contract, not a generic default.
- The agent alerts. The team acts.
- No maintenance runs on its own.The agent triages, anticipates, and documents within the defined permissions. Applying patches, running maintenance, and closing tickets stay with the technical team.
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Integrations
Connected to your service desk tools
The MSP Agent can query your tickets and run tasks in the systems your team already uses.
Flow
What goes in, what the agent does, and what comes out
From the raw queue to anticipated risk, following your contract rules and permissions.
Inputs
- Ticket queueAPI
- Contract tiersDOC
- Client inventoryCSV
Processing
Secure AI Agent
Processing the task
- Read
- Triage
- Projectrunning
- Escalate
Output
Completed
Queue organized
- Tickets triaged by contract
- SLA risk anticipated
- Maintenance window prepared
Control
You define how far the Agent can act
Different actions can operate with different autonomy levels, always within your contract rules.
- 1
Query
Reads tickets and documentation and answers with the reference.
- 2
Prepare
Triages the queue and drafts the window notice.
- 3
Request review
Waits for validation from the technical team.
- 4
Execute
Performs the action within the defined limits.
Levels are configured per type of action, according to each contract's policy. Applying patches, running maintenance, closing tickets, and announcing downtime to clients always stay under human approval.
Get started
Put a Secure AI Agent to work.
Start on the platform or choose the plan that fits the pace of your operation.
Security that can be verified.
Certifications and attestations
UPX maintains SOC 2 Type II and ISO 27001, with independent audit over its information security controls.
Privacy and regulation
- LGPD
- Operations follow Brazil's Law 13.709/2018. In AI Agent contracts, UPX acts as data processor; the legal basis remains with your company.
- Zero Data Retention
- A product policy, not a certification: all market AI models used by the Agents have ZDR under contract, and processed content is not retained after execution.
- Retention and deletion
- The retention policy is defined by contract. Once the contract ends, data is deleted within the agreed period.
Frequently asked questions
Common questions about the MSP Agent
What IT providers usually ask before putting an agent to support the operation.
Does the agent close tickets on its own?
Not by default. It triages, classifies by contract, and flags SLA risk. Executing the fix and closing the ticket stay with the technical team.How does it know each client's SLA?
Each contract's service level is configured in the agent. Triage and alerting use that parameter, so two identical tickets from different clients get the treatment their contracts specify.Does the alert come before or after the breach?
Before. The agent projects the deadline and warns while the clock is still running — logging the breach afterwards does not help meet the contract.Does it patch the environments?
No. It prepares the window: builds the checklist and the client notice. Applying patches and running maintenance stay with the team, which decides the timing and owns the change.Is client data used to train models?
No. Content processed by Secure AI Agents is not used to train UPX models or third-party models.Can we audit what the agent did?
Yes. Every action is logged: what was queried, what was proposed, when, in which system, and under which permission. The history stays available for review and auditing.How long does it take to go live?
It depends on the systems involved. The starting point is connecting the service desk and declaring the contract tiers, then expanding to documentation and windows.
Custom agents
We build and manage the agent for your MSP
From contract-tier triage to the maintenance window: we build the agent that sustains your clients' SLA.