Break-fix is dying. Predictive operations is the new MSP.
Per-endpoint pricing has commoditised the MSP market. AI flips it: 40-60% of tier-1 tickets become deflectable, senior engineers focus on advisory work, and predictive monitoring resolves issues before SLAs are breached. Margins recover. So does talent retention.
Performance benchmarks
How AI-augmented MSPs compare against the industry on the metrics that determine renewal and margin.
What leading MSPs are doing
Industry examples from publicly reported initiatives — not Xamun projects.
- ✓ Auto-triage and routing of incoming tickets
- ✓ Knowledge retrieval co-pilot for technicians
- ✓ Reduces engineer admin time 30-40%
- ✓ Predictive disk and patch failure prevention
- ✓ Automated runbook execution at scale
- ✓ Reduces ticket volume per endpoint by 50%+
- ✓ Auto-verify backup integrity at scale
- ✓ AI-driven threat detection and response
- ✓ Cyber-insurance friendly posture
- ✓ AI-suggested resolutions in technician console
- ✓ Auto-generated documentation per ticket
- ✓ Pia: per-ticket cost reduction up to 70%
The transformation opportunity
What changes when a mid-market MSP (1k-20k endpoints under management) deploys AI across the stack.
- ✗ L1 deflection 5-10%; everything escalates
- ✗ MTTR 4-8 hours; SLA breaches common
- ✗ Gross margin 35-45%, eroded annually
- ✗ Senior engineers stuck on tier-1 work
- ✗ No advisory upsell motion
- ✗ Ticket-volume billing exposes labour cost
- ✓ L1 deflection 40-60% via AI + self-heal
- ✓ MTTR <45m; predictive prevents most incidents
- ✓ Gross margin 60-70%, defensible
- ✓ Senior engineers on advisory and architecture
- ✓ AI co-pilot work commands premium rates
- ✓ Outcome-based contracts shift conversations
The AI system stack
Designed to integrate with ConnectWise, Autotask, Halo, NinjaOne, Datto, Atera, or your custom PSA/RMM stack.
AI classification, severity scoring, and routing on inbound tickets. Suggests likely resolution from history. Frees dispatchers entirely on simple cases.
AI-orchestrated remediation for common faults — disk space, service restart, patch retry, agent re-install. Resolves before a human sees the alert.
Knowledge retrieval across your runbooks, vendor docs, and past tickets. AI suggests next steps and policy checks. L2 engineers perform like L3.
Anomaly detection on telemetry — disk health, patch posture, backup success, identity events. Flags risk before incident, not after SLA breach.
AI generates ticket notes, RCA write-ups, and client-facing summaries from session data. Every engagement leaves a knowledge artefact, no extra effort.
Client-facing dashboards showing prevented incidents, MTTR, posture score, and AI-augmented value — supporting QBRs and outcome-based renewals.
We build it, run it with your team — and you pay per ticket resolved.
No upfront CAPEX — we invest the build ourselves. Once it’s live, you pay a small toll per ticket resolved or service request completed the system processes: a small fraction of the value each one creates. A slow month means a small invoice; if it doesn’t run, you don’t pay.
We’re not a vendor shipping software into your operation. For the operation we run, we’re part of your company — in your numbers every week, paid only as they move. Where resolved tickets aren’t the honest measure, we price it as a fixed project instead; the accountability doesn’t change, only how you pay.
How Xamun delivers
From intelligence to production in weeks. Built as your IP, not someone else's SaaS lock-in.
Benchmarks your ticket volume, MTTR, deflection, margin, and engineer utilisation against AI-augmented leaders. Maps the highest-leverage AI opportunities first.
Triage, self-heal, co-pilot, and outcome-portal modules — integrated with your existing PSA/RMM. Owned by you. Migratable. Defensible.
Intelligence assessment in 2 weeks. First module live in 6-8 weeks. Full stack across one pod within 12 weeks. Outcomes tracked from Day 1.
Reposition before your competitor does
Book a discovery call to map where AI can lift your gross margin, deflect tier-1 ticket volume, and shift your client conversations from break-fix to predictive. No upfront cost — you pay only when the system runs.
Book a Discovery →