Atera offers fee-free Robin if AI misses support target

Atera has introduced a performance guarantee for its autonomous IT agent, Robin, waiving all fees if the software does not resolve 50% of Tier 1 and complex Tier 2 technical tickets within 90 days.

The move gives enterprise customers a measurable benchmark for adopting AI in IT support at a time when many organisations are still testing such systems.

Robin is designed to handle technical incidents without human intervention, including password resets, software deployment and system troubleshooting. Atera will also offer a 72-hour proof of concept in a customer environment, during which Robin is expected to resolve its first live tickets.

The guarantee applies to the early stage of deployment rather than the longer-term performance Atera claims for the product. While the company says Robin can eventually resolve 92% of technical issues autonomously, its formal commitment to customers is the 50% threshold within the first three months.

Outcome model

The announcement reflects a broader shift in the enterprise software market towards contracts tied more closely to operational results. Suppliers of AI tools have come under pressure from large organisations to demonstrate practical value in day-to-day workflows rather than rely on pilot projects or broad productivity claims.

Atera says its model differs from AI assistants that support technicians but still require humans to complete the work. It positions Robin as an autonomous agent that can identify, troubleshoot and resolve technical issues from start to finish.

That distinction matters in IT operations, where service desks often manage high volumes of repetitive requests while facing pressure to control staffing costs and maintain response times. If autonomous systems can handle a significant share of those tickets, IT teams may be able to redirect staff to more complex work.

Gil Pekelman, Co-founder and Chief Executive Officer of Atera, outlined the company's position on the guarantee.

"For too long, the tech industry has asked technology leaders to take a leap of faith on the 'potential' of AI, but potential doesn't clear ticket backlogs or end friction-laden employee experiences to let people work," said Gil Pekelman, Co-founder and CEO, Atera. "By guaranteeing that Robin will resolve half of all Tier 1 technical tickets autonomously within 90 days, we are removing uncertainty and risk. We are the first company in the world to stand behind our AI resolving technical incidents with this level of conviction, proving that autonomous IT is no longer a future goal, but a present-day reality that delivers ROI from day one."

Ticket focus

The guarantee covers both Tier 1 and complex Tier 2 tickets, extending beyond the most basic help desk requests. Atera highlighted password resets, software deployment and troubleshooting as examples of the work Robin is expected to complete.

That focus on ticket resolution gives customers a clearer benchmark than broader efficiency claims. Enterprises considering AI tools for internal IT functions have often asked for hard metrics on whether such systems can reduce queues, cut handling times and improve service consistency.

Tal Dagan, Chief Product Officer at Atera, linked the guarantee to growing pressure on software providers to show direct business results.

"Our goal is to give enterprises their time back and Let People Work," said Dagan. "By setting a hard benchmark of 50% resolution, we are challenging the industry to stop talking about what AI could do and start showing what it is doing for the bottom line."

Atera says it serves more than 13,000 customers in more than 120 countries. The company also pointed to external recognition, including being named a Visionary in the Gartner Magic Quadrant for Endpoint Management Tools.

The guarantee comes as businesses assess whether autonomous agents can move beyond narrow pilot programmes into routine operational use. In IT support, where requests are frequent, repetitive and often costly to manage at scale, Atera's willingness to waive fees if the target is missed is likely to draw attention from buyers weighing the risks of deployment.

Robin's progress in real customer environments will now be measured against a straightforward test: whether it can independently close half of targeted technical tickets within 90 days.