For overarching managed services terms (support model, response targets, limitations, and client responsibilities), please refer to the Managed Services Service Description.
Managed AI Overview
The service provides a secure, managed AI environment with a unified interface to multiple AI models, including platform access, user administration, onboarding, security oversight, and ongoing operational support. The Managed AI service eliminates the need to license access to individual AI models, and the platform chooses the most cost-effective model for individual tasks.
The Managed AI service standardizes AI usage across the organization while enabling workflow automation and structured intake for platform-related requests and enhancements without requiring internal infrastructure or specialized expertise.
Managed AI is intended to provide the platform foundation and support structure. It does not include custom software development, bespoke model training, role-specific coaching, organizational change management, or guarantees of business outcomes. Where a requirement falls outside the standard managed service scope, ITS may address it through a separate project or Professional Services engagement.
| Managed AI Service Summary | |
| Component | What it delivers |
| AI platform access | Secure access to approved AI capabilities through a to multiple AI models, which may include conversational AI, assistants, workflows, automations, and reporting based on the client’s configuration. |
| Usage tiers | Defines the Power and Light packages and tiers available to clients. |
| Usage reviews | Semi-annual to assess usage trends, service fit, and potential next steps, which may include workshop and agent development projects. |
| User and access management | Provisioning, access changes, and de-provisioning for authorized users in alignment with approved client instructions and platform-supported access controls. |
| Security | Platform-level security settings, access controls, and guidance on usage policies, managed within platform capabilities. |
| Onboarding Services | Structured onboarding process including discovery, platform configuration, initial platform orientation, go-live support, and foundational guidance for safe and practical AI usage. |
| Support | Service desk support for access and platform issues, including triage, vendor coordination, and routing for requests related to agents, workflows, enhancements, or broader scoped work. |
| Responsibilities | Managed AI specific responsibilities for ITS and Client. |
Scope of Service
The table below provides a simple view of what is included in Managed AI and what falls outside standard managed service scope.
| Included | Not Included |
| · Secure access to the Managed AI platform for licensed users | · Custom software development or bespoke AI model training |
| · User provisioning, access changes, and de-provisioning | · Custom integrations requiring separate API or development work |
| · Platform-level security settings and access controls | · AI strategy consulting, change management, or adoption program design |
| · Initial setup, onboarding, and foundational orientation | · Review or quality assurance of AI-generated content |
| · Centralized support for platform access and platform-related issues | · Client-specific prompt design, workflow logic, or business process design |
| · Structured intake for requests related to agents, workflows, and enhancements | · Compliance certification or assumption of client-specific regulatory obligations |
| · Periodic usage reviews and service-fit discussions | · One-on-one coaching or role-specific AI guidance beyond standard onboarding |
| · Updates and features made available through the managed platform | · External or non-ITS AI tools and services |
Note: The “Not Included” list provides common examples of what’s not included in the Managed AI offer. The list is not intended to be a comprehensive list. If a feature is not included in the “Included” column, it is not included in the service.
AI Platform Access
How it Works
Managed AI provides licensed users with secure access to approved AI capabilities through a single business-ready platform. Users interact with the platform through a managed interface rather than through separate public AI accounts, helping the organization maintain greater consistency, control, and oversight. Depending on the client’s configuration, this may include conversational AI, assistants, workflows, automations, and platform reporting.
How it is Implemented
ITS configures the platform for the client environment, establishes the approved access method, and makes the platform available to authorized users as part of onboarding. Implementation includes confirming the initial platform setup, aligning access with the agreed service scope, and preparing the environment for day-to-day use.
Frequently Asked Questions
Do users need separate vendor accounts?
No. Access is provided through the managed platform as configured by ITS.
Can all users access the same AI capabilities?
Access may vary depending on the client’s approved configuration, user role, and the service scope in place.
Usage Tiers
How it Works
The Managed AI platform is based on usage and credit consumption. ITS provides two packages and multiple tiers for clients to subscribe.
- The Light package tiers are focused on a user base that primarily uses Chat features where users interact directly with AI for day-to-day tasks in a self-service model. They have access to all platform features but focus usage mainly on chat features.
- Power package tiers are intended for a user base of AI users that use all features including Chat and workshop, agents, and workflows.
The tiers for each of the packages offered are based on the estimated usage of an average user and the number of users. Clients may find that their usage is higher than an average user in which case a higher tier may be needed. Clients can only have a single package and tier.
Each tier includes a monthly AI usage allowance measured in credits. Usage is tracked against that allowance throughout the billing cycle, and the platform applies a tiered response as consumption approaches and passes the limit. Once the allowance is fully consumed, advanced AI features pause and chats, agents, and workflows continue to operate on more efficient lite models for an additional 25% of the allowance. Beyond that point, Managed AI platform services pause until the tier is upgraded or the allowance resets at the start of the next billing cycle. Clients whose consumption regularly reaches the allowance should expect a tier upgrade to be recommended during the usage review.
Frequently Asked Questions
What happens if AI consumption is higher than expected?
Each client has a monthly AI usage allowance based on the selected tier. If the allowance is exceeded, certain advanced AI features will pause until the tier is upgraded or the next billing cycle begins. Basic access remains available for an additional 25% of the usage allowance, and any chat experiences, agents, or workflows that normally run on advanced models will continue to run on more efficient lite models. If that additional 25% is also exceeded, Managed AI platform services will pause until the tier is upgraded or the allowance resets at the start of the next billing cycle.
Can clients move down to a lower Managed AI tier?
Yes, but clients may only move down one tier once every six months. Requests must be submitted through their Strategic Advisor and follow the appropriate change control process.
Usage Reviews
How it Works
ITS conducts semi-annual usage reviews to help assess how the service is being used, identify trends, and determine whether the current service configuration continues to align with the client’s needs. These reviews help surface potential next steps without changing the client’s responsibilities for adoption or governance.
How it is Implemented
Usage reviews are scheduled as part of the ongoing service relationship. They may consider service fit, common usage patterns, support themes, and opportunities where separate advisory, project, or enhancement work could be considered.
Frequently Asked Questions
Are usage reviews the same as AI strategy consulting?
No. Usage reviews are intended to assess service fit and platform usage trends. Broader AI strategy, change management, or advisory services would need to be separately scoped.
Do usage reviews guarantee productivity improvements?
No. ITS does not guarantee specific business outcomes or productivity results from the use of AI.
User and Access Management
How it Works
ITS manages user access to the Managed AI platform in alignment with approved client authorization. This includes adding users, updating access where needed, and removing access when a user no longer requires the service.
How it is Implemented
During onboarding, ITS works with the client to confirm authorized users and access requirements. Once the service is live, access changes are handled through the agreed support and request process. User provisioning activities are performed within the boundaries of the platform and the client’s approved instructions.
Frequently Asked Questions
Can users be added after go-live?
Yes. User additions, changes, and removals can be requested through submitting a support ticket.
Who approves access changes?
Access changes must align with approved client authorization and the client’s designated decision-making process.
Security
How it Works
ITS applies platform-level security controls to the Managed AI service, including access controls and related security settings available within the platform. ITS may also provide guidance on usage policies to support safer adoption and operation. The platform provides control over who can use AI, what they can access, and how it’s used within the organization. The service can enforce identity security, restrict integrations, limit AI capabilities by role, and monitor activity through audit logs.
How it is Implemented
Security oversight is established during onboarding as part of the platform configuration process. ITS aligns available platform security settings with the agreed service design and continues to manage those settings during the term of service. User roles and permissions can be restricted per role to limit usage, features, and credit consumption per role. Integration access controls can be established for each role to establish an application allowlist.
Frequently Asked Questions
Is my business data safe when using AI?
Managed AI is designed to provide a secure platform foundation with platform-level security controls and managed access. The platform includes in-transit and at-rest data encryption and prevents client data from being used for training by model providers. Clients remain responsible for determining whether their intended use aligns with their own legal, compliance, and data handling requirements.
Does Managed AI make the client automatically compliant with industry regulations?
No. ITS provides platform-level security support, but the client remains responsible for its own legal, regulatory, and industry-specific compliance obligations.
Does the platform provide compliance and audit logging?
Yes. By default, the platform provides audit logging for review in the event of a security incident investigation.
Who is responsible for reviewing AI-generated content?
The client is responsible for reviewing and validating AI-generated outputs before using them in business decisions, communications, or regulated processes.
Does ITS review every AI output for accuracy or risk?
No. Clients remain responsible for reviewing and validating AI-generated outputs before business use.
Onboarding Services
How it Works
Managed AI includes a structured onboarding experience intended to help the client establish a secure starting point and prepare users for initial adoption. This includes foundational orientation on platform use, expectations for responsible use, and the basic operating model for the service.
How it is Implemented
ITS leads onboarding activities such as discovery, platform configuration, initial orientation, and go-live coordination. Enablement at this stage is designed to provide users with the foundation needed to begin using the platform safely and effectively within the defined service boundaries.
Frequently Asked Questions
Does onboarding include role-specific AI coaching?
No. Onboarding provides foundational platform guidance. Role-specific coaching, use case design, and broader change management are not included unless separately engaged.
Is ongoing user training included as part of the managed service?
The service includes foundational onboarding orientation to the self-directed training modules and initial enablement. Expanded or specialized training may require separate-scoped services.
Support
How it Works
ITS provides a centralized service desk for incidents and requests related to Managed AI platform access and managed platform issues related to the in-scope activities found in the Scope of Services. This includes intake, classification, triage, and routing, along with initial diagnosis and resolution of known access-related issues where applicable. Where a platform issue requires vendor involvement, ITS coordinates with the underlying provider to diagnose and address service-impacting concerns within the boundaries of the vendor’s capabilities.
How it is Implemented
Support operates through ITS service management processes. Where a request relates to a new agent, workflow, enhancement, or broader change, ITS facilitates the intake and routes the work through the appropriate support, project, or Professional Services path as needed. Managed AI support is focused on the platform and its managed operation and does not include validating business logic, creating client-specific prompts, guaranteeing the quality of AI outputs, or owning the client’s internal adoption and governance program.
Frequently Asked Questions
Can clients request new agents or workflow enhancements through Managed AI?
Yes. ITS can facilitate structured intake for these requests. Delivery may require separate project approval, change activity, or Professional Services engagement depending on the scope.
Can ITS build custom agents, workflows, or automations for us?
ITS can facilitate structured intake for these requests. Custom development, deeper configuration, or broader implementation work may require a separate Professional Services engagement.
Does support include creating prompts or designing business workflows for the client?
No. Standard support is focused on the platform and service operation, not on client-specific business logic or adoption consulting.
Can clients request new agents or workflow enhancements through Managed AI?
Yes. ITS can facilitate structured intake for these requests. Delivery may require separate project approval, change activity, or Professional Services engagement depending on the scope.
Does support include creating prompts or designing business workflows for the client?
No. Standard support is focused on the platform and service operation, not on client-specific business logic or adoption consulting.
Responsibilities
Where the Managed Services Service Description already defines shared support processes, service response expectations, and standard managed service terms, that document continues to apply. This document covers Managed AI-specific scope, responsibilities, and service boundaries.
ITS Responsibilities
- Monitoring the availability of the Managed AI platform and configured integrations within the boundaries of the underlying platform capabilities.
- Provisioning, modifying, and de-provisioning user access to the Managed AI platform in alignment with approved client authorization.
- Applying platform-level security configurations, including access controls and usage policies.
- Coordinating with platform vendor to diagnose and resolve service-impacting issues.
- Providing a centralized Service Desk responsible for intake, classification, triage, and routing of incidents related to platform access for Managed AI.
- Performing initial diagnosis, resolution of known access issues, and escalation to appropriate domain-specific support teams when required.
- Facilitating structured intake of requests for new AI agents, workflows, and enhancements and, when required, routing approved project and change activity fulfillment through the appropriate ITS functions, including Professional Services.
Client Responsibilities
- Defining business use cases, desired outcomes, and success criteria for the use of AI within the organization. ITS does not guarantee achievement of specific business results or productivity improvements.
- Validating the accuracy, completeness, and appropriateness of all data, content, and knowledge sources integrated for use by AI agents and workflows. ITS does not validate or guarantee the accuracy of AI-generated outputs derived from client-provided data.
- Reviewing and validating all AI-generated outputs prior to use in business decisions. AI responses are probabilistic in nature, and ITS does not assume responsibility for decisions made based on AI outputs.
- Defining prompts, workflow logic, and business process configurations unless explicitly engaged through a Professional Services agreement. Customizations beyond standard templates are out of scope for Managed Services.
- Driving user adoption, self-directed training, and internal governance of AI usage. ITS provides platform support but does not manage organizational adoption or change management initiatives.
- Ensuring that the use of AI complies with all applicable legal, regulatory, and industry-specific requirements. ITS configures base platform-level security but does not assume responsibility for client-specific compliance obligations.
- Governing and managing the use of any external or non-ITS AI tools.