Pilot Success Baseline
We agree what success looks like before we start
Every SuperIT pilot is measured against this baseline, and we publish it so you know exactly what we sign up to. The objective is simple: prove that SuperIT runs safely in your real environment, delivers measurable value to your end users and your service desk, and gives you the evidence to decide on a broader rollout.
The five measures
Deployed
SuperIT is fully up and running in a real environment — not a sandbox.
The bar
80%+ of the agreed users and devices onboarded within the first month.
How it’s measured
- ✓ The SuperIT device agent installs and stays reliably connected
- ✓ Agreed integrations (PSA, Microsoft 365, knowledge base) are live
- ✓ End users can reach SuperIT through the agreed channel
Used
Real end users bring it real problems, and keep coming back.
The bar
SuperIT processes 75%+ of suitable tickets for the deployed users.
How it’s measured
- ✓ Tickets processed and conversations started
- ✓ Share of pilot users who have used SuperIT at least once
- ✓ Repeat usage after first contact
Resolves
Tickets close end-to-end without an engineer touching them.
The bar
At least 25% of suitable level-one tickets resolved autonomously by day 30, building to 50%+ by day 90.
How it’s measured
- ✓ Autonomous resolution rate — resolved means fixed, verified and documented in your PSA with no human intervention
- ✓ Escalation rate, and clear worked examples of end-to-end resolutions
Helps your engineers — even when it escalates
The tickets SuperIT cannot close still arrive easier to finish than they would have been.
The bar
Escalated tickets carry materially better context than your current baseline.
How it’s measured
- ✓ Time to first response, time to useful diagnosis, time to resolution
- ✓ Share of escalations arriving with useful diagnostic context attached
- ✓ Your engineers’ own verdict on whether it helps
Safe and trusted
Nothing happened during the pilot that makes anyone hesitate to expand.
The bar
Zero material security, privacy or operational incidents.
How it’s measured
- ✓ Risky actions held behind approvals, every action in the audit trail
- ✓ Your team understands and trusts the safety model by the end
What we need from you
A pilot only proves something if it runs against real work. Five things make that possible:
- ✓ At least one real end-client environment — not internal IT testing alone
- ✓ A minimum of 20–50 active end users (50–100 is the sweet spot for surfacing daily issues; smaller groups simply run longer)
- ✓ A named pilot owner on your side
- ✓ Approved access to the agreed systems — PSA, Microsoft 365, device data, knowledge base
- ✓ Agreement up front on what SuperIT may access, and explicit confirmation of what it must not
We do the heavy lifting on everything else — onboarding, integration setup, knowledge building — with a dedicated engineer and a shared channel the whole way.
How the pilot ends
At the end of the pilot we sit down together and answer five questions against the measures above:
- 1 Did real end users use it for real support requests?
- 2 Did it create measurable value — resolved, investigated or escalated?
- 3 Did your engineers get time back, and did ticket quality improve?
- 4 Was the experience safe, reliable and trusted?
- 5 Is there enough evidence to expand the rollout?
If the answers are yes, we expand the rollout together. If they are not, you walk away — no auto-rollover, no lock-in, and your data leaves with you. Either way, the decision is made on evidence, not on a sales narrative.
Hold us to it
Book a 45-minute discovery call and we’ll scope a pilot against this exact baseline — your environment, your tickets, your numbers.