SAM
Your AI-powered IT platform. Help desk, security monitoring, compliance, and backups, all from one dashboard across every account you manage.
What is Sam
Sam is an AI-powered PSA built for MSPs who want to run lean without cutting corners. It replaces a stack of disconnected tools (RMM, ticketing, SIEM, compliance tracker) with a single platform that works how you work.
Built by cybersecurity experts, Sam brings enterprise-grade detection and response to MSPs serving small business. It covers the full stack: a unified help desk across all accounts, around-the-clock security monitoring for Microsoft 365 and Google Workspace, automated daily backups, CIS Controls compliance tracking for every client, and AI-generated reports that go out without anyone having to write a word.
Sam is basically a cross between a help desk agent and a SOC analyst.
How Sam is Structured
Sam organizes everything around accounts. Every account is identified by its domain name. As an MSP, you have a root account and any number of customer accounts beneath it.
Your root account is the first thing you see when you log in. It's tied to your MSP's domain and is where you manage everything MSP-wide: your team, your RMM and expense management integrations, and a full view of every customer account you oversee. Think of it as your control plane.
Customer accounts each belong to one client, identified by their domain. From your root account, you can delegate into any customer account with one click. Once inside, you're operating in that client's context — their monitors, their tickets, their compliance posture. Integrations set up in the root (like your RMM) are MSP-wide. Integrations set up inside a customer account belong only to them. Clients can log in to their own account to view reports and ticket history, but they never see across accounts.
From your clients' perspective, Sam is simply their IT support. They reach it by email, text, or phone. Sam triages, drafts a response, and pulls you in when real action is needed. From your perspective, every account's tickets, alerts, and compliance status are visible from one place.
End User Experience
From your clients' employees' perspective, Sam is simply their IT support. They don't need to learn a portal or install anything.
When you onboard a new client, you give their team two things: a phone number and an email address. That's it. End users can reach Sam by text, email, or phone — whichever they prefer. Every interaction, regardless of channel, lands in the correct customer account's ticket queue in your admin dashboard and is tracked from first contact to resolution.
Sam responds to every inbound message within 30 seconds. That's the guaranteed SLA. The response is AI-generated and contextual — Sam reads the request, checks what it knows about the account, and replies with something useful rather than a generic acknowledgment. For the end user, it feels like reaching a real person immediately.
You can join any ticket at any point. If a situation needs a human, you step in alongside Sam's thread — the end user sees a seamless conversation and never has to repeat themselves. Sam handles the volume so you're only spending time on the tickets that actually need you.
Want to see it in action? Send an email to [email protected] and Sam will respond to you directly. This is Sam's public account — anything you send will be handled the same way your clients' tickets are.
Getting Started
Follow these steps when onboarding to Sam or bringing on a new client. Each builds on the last, so work through them in order.
When you first log into Sam, you land in your root account. This is your MSP's home base, identified by your own domain. It's where you manage your team, view all customer accounts, and configure integrations that apply to your MSP as a whole.
Start here by adding your MSP-level monitors under the Monitor screen. Using something not listed? Reach out and we'll build a monitor for you.
Ramp (expense management). Connecting Ramp lets you create a virtual credit card for each customer account. When a card is used, the transaction is automatically associated with that account, so your monthly reports include a clean per-client expense breakdown without any manual categorization.
Level.io (RMM). Connecting Level.io gives Sam visibility into every endpoint across all your accounts from a single view. Device alerts and policy violations automatically become tickets in the help desk. Sam also tracks hardware age so you always know when a machine is due for refresh and can get ahead of it with the client before it becomes a problem.
From your root account, open the MSP area and add a new customer. Enter their name and primary contact's email. Sam sends the invitation automatically and creates a dedicated account for them, identified by their domain.
Once their account exists, you can delegate into it from your root view in one click. Inside a customer account you're operating in their context: their monitors, their tickets, their compliance posture.
Delegate into a customer account from your root view, then open their Monitor screen. For every customer, connect at minimum their email platform and Cloudflare. Together they cover the two highest-risk vectors before anything else is configured.
From there, add any other SaaS products they use that Sam supports. The broader the integration coverage, the more useful Sam's alerts, reports, and compliance tracking become for that account.
Once a client is connected, their employees can reach Sam immediately by email, text, or phone. Tickets flow into your unified queue in the Help Desk screen. One view, all accounts.
Sam handles first-contact AI responses automatically and sends a reply before you open the ticket. You step in for anything that needs real action: inject your own response, merge duplicate tickets, reassign the work to a team member, or close.
Advanced Features
These features are available within every account you manage. They turn Sam from a capable help desk into the backbone of how you deliver security and compliance to clients.
Daily Backups
Sam runs automatic differential backups every day for Microsoft 365, Google Workspace, and AWS EC2 across every account. Nothing to configure per client. Once the integration is connected, backups start running.
CIS Controls Compliance
The Compliance screen tracks all 18 CIS Controls for each account. You can create and customize policies to match a client's specific risk profile, and Sam monitors for drift continuously. When a gap opens up — a new user without MFA, an outdated policy, a misconfigured setting — Sam flags it without you having to run a manual review.
Monthly Reports
Sam maintains a continuous monthly report for every account. It covers ticket volume and resolution, security events, compliance posture, backup status, and expenses. An AI-written summary at the top gives you the key takeaways in plain language. Just copy-paste and email to your customer.
Group Alerts
Group alerts let you broadcast a message to everyone in an account when something affects the whole team. Internet down, scheduled maintenance, service outage — you send one message and the queue stays quiet.
Audit Logging
Every action taken in Sam is logged and searchable. Who installed what, when was a ticket was closed and by who - all of it is captured. Useful for compliance evidence, post-incident investigation, and keeping a clean record of how each account is being managed over time.