Resolve

Nothing happens silently. Read-only diagnostics run on their own. Low-risk fixes — like flushing a DNS cache — are applied and shown in the session log in real time as they happen. Anything that touches services, security settings, installed software or PowerShell is held until the user explicitly consents; a decline or timeout hands it to your own IT admin instead, with the full session report. Either way, the session report records it.

On Standard and Pro, Resolve only uses a fixed allowlist of vetted tools — there is no free-form shell. On Full IT Support, consented PowerShell is available only when both a Full licence and your IT admin's org toggle are on; the user sees the exact command before it runs, and the AI is instructed to refuse illegitimate requests (hacking others, attacking systems, fraud, weakening protection, exfiltrating personal data).

On Standard and Pro: your organisation's IT admin, via the Approved Software Library (setup manual + HTTPS .exe/.msi link + SHA-256), plus Alpha Web catalog products. End-user attachments cannot unlock automatic catalog installs. On Full IT Support, after catalog and org-library checks, consented PowerShell can also install legitimate software the user asks for from official sources or winget — still with exact-command approval.

Screenshots and setup manuals or docs. Paste a screenshot with Ctrl+V (e.g. after Win+Shift+S), drag a file into the chat, or use the paperclip. PDFs up to 25 MB are text-extracted; images up to 8 MB. Resolve uses the attachment in the same conversation — including if you send a follow-up after attaching. Do not attach installer binaries (.exe, .msi, .zip) — describe the product or paste an official HTTPS download URL instead.

Nothing stops working. Seat counts are advisory: your console shows how many PCs are using the licence against how many were paid for, and we'll raise it with you at renewal. We won't switch off a machine over a billing discrepancy — a PC that's actually broken is the worst possible thing to disable.

From your first request, not from when we send the key. Buy it on Friday, install it whenever suits you, and the 24 hours only begin the first time you actually ask Resolve something — setting up and pasting the key costs you nothing. You have 90 days to start it. Once it begins it runs for a full day with every capability unlocked, including guided software installation, and includes 5 support sessions; when it lapses, diagnostics keep working and fixes stop.

One conversation is one ticket, and a conversation is up to 5 messages within an hour — so asking two or three follow-up questions costs nothing extra. On the fifth we tell you it is the last one; carry on after that and it starts a fresh session using another ticket. You are never cut off mid-conversation, even if the balance runs out while you are talking.

Yes. Your account holds each client as a separate site: they see only their own PCs and never each other's, while you see the whole book. Support tickets are one pool you buy in bulk, but every ticket is attributed to the client site that used it, and you can set a monthly cap per site so one busy client cannot spend the lot. Your clients' PCs connect out to us over the internet, so they don't need to be on your network or behind a VPN.

Yes, within limits we state honestly. The AI runs in the cloud, so offline there is no AI technician. But the diagnostics run on the PC itself, so Resolve still checks the usual causes — network address, network and print services, stuck print queues, disk space, virus protection — and tells you what it found and what usually fixes it. It changes nothing on its own while offline. This matters more than it sounds: when there is no internet, the problem very often IS the internet, and that is exactly what it can recognise.

No, deliberately. Resolve has a fixed list of vetted tools and no remote desktop or screen sharing — that boundary is why it's safe to run everywhere. When something needs hands-on control, it hands your IT admin a full written report of what it found, and they can connect using whatever remote tool you already use.

It reads detection records from both Windows Defender and Heimdal and assesses each one separately — weighing where the file came from and how specific the detection is, rather than clearing a whole list at once. It will flag when something looks like a false positive on your own files, but it cannot release anything from quarantine; that stays a human decision.

We onboard trial customers hands-on so the agent is configured for your environment. Request a trial and our team will set you up. The 15-day trial includes diagnostics, consent-gated fixes, security review and approved software deployment — everything except consented PowerShell (Full IT Support). Ask us if you need to evaluate that tier.