Platform guide · engineering preview

One support platform for a person, a technician, or an MSP company.

Fix My Frozen PC is being built to take a request from first question through triage, safe troubleshooting, a verified provider, remote or onsite work, fleet care, billing, and an auditable closeout. The full platform is not launched yet.

Open the account portal Check what is ready

Truthful status: engineering builds and unsigned Windows testing downloads exist. There is no signed general-release installer, live provider marketplace, live subscription checkout, or blanket worldwide availability today.

Three paths

How the platform is intended to work

Foundation

Customer

Ask Brom for help without assuming the problem is a computer.
Answer focused questions about the device or service, symptoms, timing, impact, safety, location, and remote or onsite preference.
Review the triaged request and choose whether to attach the redacted chat.
Start locally, expand regionally, then choose global remote options only if wanted.
Select a verified individual or MSP, approve scope and price, and pay through the platform when marketplace billing is launched.

Foundation

Independent technician

Create an account and complete identity, location, capability, insurance, screening, tax, and payout gates that apply.
Set services, languages, remote coverage, onsite radius, hours, and availability.
Receive tickets matched to verified skills and service area.
Work only inside the approved ticket, timer, access scope, and customer consent.
Document the result, invoice, and receive payout after the platform's launch controls are approved.

Foundation

MSP company

Create a separate company workspace with owners, admins, dispatchers, technicians, and billing roles.
Verify the business and its operating locations without publishing exact private addresses.
Manage customers, sites, devices, policies, tickets, SLAs, projects, bids, time, documentation, invoices, and reporting.
Build a reusable installer profile and select the tools each customer needs.
Use Fix My Frozen PC as the operating console while security-sensitive engines are integrated from trusted specialist products.

MSP operating surface

What the finished platform must cover

Service desk & PSA

Portal, email and agent tickets; triage, queues, priorities, SLAs, approvals, time, notes, contracts, projects, change, problem, incident and customer communication.

RMM & endpoint management

Enrollment, inventory, monitoring, findings, signed jobs, policies, maintenance, Windows/macOS/Linux plus mobile and managed-device integrations.

Remote support

Ticket-scoped access, explicit customer consent, visible session status, immediate local stop, limited permissions, recording policy and audit evidence.

Identity & privileged access

MFA, SSO, lifecycle automation, conditional access and short-lived credentials by reference through a qualified vault.

Security operations

Protection posture, Defender or ClamAV orchestration, alerts, vulnerability and incident workflows, containment guidance and qualified escalation.

Backup & continuity

Restic or Kopia policies, customer-controlled repositories, monitoring, restore tests, RPO/RTO and recovery runbooks.

Network, ISP & telecom

LAN/WAN/Wi-Fi, router/modem, DNS/DHCP, firewall/switch/AP, SNMP, circuits, VoIP/SIP/PBX, outages and carrier escalation.

Cloud & collaboration

Microsoft 365, Entra, Intune, Google Workspace, mail, file sharing, SaaS access and device administration through scoped provider integrations.

Marketplace & field service

Verified people and MSPs, local-to-global search, onsite radius, bids, awards, dispatch, work records, safety, fees, disputes and payouts.

Commercial operations

Subscriptions, add-ons, device entitlements, immutable price snapshots, invoicing, credits, tax evidence, reconciliation and accounting export.

Knowledge & training

Versioned SOPs, customer runbooks, skill tags, free official learning links, technician gaps, human-reviewed content and audit.

Reporting & vCIO

SLA, fleet health, patch, backup, security, utilization, cost, risk, project roadmap and executive review reporting.

The architecture calls for composing mature remote-control, vault, backup, inventory, antivirus and device-management products. Vendor selection and production integrations remain open; we do not claim to have safely reinvented or already integrated those engines.

Selectable installer

Choose only the tools a device needs

The planned installer shows purpose, supported systems, changes it can make, data it sends, dependencies, and its fee before installation. One installer profile can be reused, but every machine receives a unique identity and counts against its licensed devices after online authorization.

Tool	What it does	Can change the device?	Commercial status
FrozenCare Core	Signed jobs, health/version check-ins, readable audit log, enrollment and local consent.	No by itself	Included foundation
Asset Inventory	Hardware, operating system and installed-software inventory through osquery.	No	Paid add-on planned
Health Monitoring	Learns the device's normal behavior locally and reports rollups and anomalies.	No	Paid add-on planned
Remote Support Connector	Connects to an approved RustDesk or MeshCentral deployment only inside a consented session.	During approved support	Paid add-on planned
Patch Orchestration	Plans, approves, stages and audits native operating-system and application updates.	Yes, with approval/policy	Paid add-on planned
Backup Connector	Runs and verifies an approved Restic or Kopia repository; backup contents go to the customer's storage.	Yes, with approved policy	Paid add-on plus storage
Endpoint Security Status	Reads Defender or ClamAV status and orchestrates approved scans; it is not a new antivirus engine.	Scans/remediation need approval	Paid add-on planned
Network & SNMP	Discovers approved network equipment and collects scoped inventory and health counters.	No by default	Paid add-on planned
Brom AI Assistant	Optional Tier 1–2 questions, suggestions, knowledge retrieval and ticket preparation with human escalation.	Never directly	Budgeted add-on planned

Pricing is not published yet. Add-on amounts need an owner-approved price book based on infrastructure, support, model, vendor, tax and dispute costs. A future checkout must show the exact base, add-ons, device quantity, platform fee, tax and total before payment.

Brom and AI

Helpful without being the authority

Brom starts with “How can I help?” and can cover a computer, phone, tablet, internet connection, router, TV, streaming device, printer, account, cloud service, backup, VoIP system, or security concern.

Rule-based intake and request creation must keep working when AI is off. AI may suggest questions, tags, summaries and safe steps. It cannot close a ticket, run a command, approve remote access, touch a credential or decide a payout.

Cost and privacy controls

A monthly currency limit, not a vague “unlimited AI” promise.
Worst-case cost reserved before a model call.
Usage settled from actual tokens with a pricing snapshot.
Obvious credentials and recovery codes redacted.
Chat attached to the ticket only with explicit consent.
Human escalation for risk, privilege, destructive change, uncertainty, or unsupported systems.

Security and privacy

No “impenetrable” promise. Evidence, least privilege, and recovery.

Any remote-management platform is a high-value target. The release bar is signed software, outbound-only agent transport, pinned authority, signed and allowlisted jobs, tenant isolation, phishing-resistant privileged authentication, no standing technician access, customer consent, minimal data, protected keys, append-only audit, tested backup/recovery, monitored operations, incident exercises, and independent human review.

Access

A technician needs a current verified account, allowed role, assigned open ticket, running work clock, permitted scope, and customer consent. Losing one ends authority.

Secrets

Customer credentials are referenced through a qualified vault and short-lived broker. They do not belong in tickets, chat, logs, installer files, or the Fix My Frozen PC database.

Location

Exact verified addresses stay private. Public discovery uses coarse geography and a selected radius. Location is used only for the disclosed support, tax, safety, and eligibility purposes.

Remote, onsite, and global

Designed to expand worldwide, approved one jurisdiction at a time.

The planned search lets customers prefer nearby onsite help, explicitly expand to a region, then choose country-wide or global remote options. Provider selection is not live today. A future provider sets where it may work and its maximum onsite radius. Verified identity and location do not by themselves create legal eligibility.

Every country and provider location needs a recorded approval state covering contracts, consumer rules, tax, worker classification, privacy transfers, data residency, screening, insurance, payments, accessibility, incident duties, and any regulated-customer obligations. Unreviewed locations remain blocked or test-only.

Current build status

What you can and cannot do today

Windows: an unsigned selectable engineering installer exists, with a newer separate desktop/device build. It is not a signed general release.

Android: a development-signed companion exists; physical-device acceptance is still open.

Account portal: signup/sign-in UI, recovery, MSP workspace creation, device approval, and installer review/revocation are implemented; real production account/email/device acceptance remains incomplete.

Downloads: unsigned Rust engineering ZIPs and older Windows/Android previews are available for testing. A public production download remains unavailable until signing, enrollment, lifecycle, security, and real-device gates pass.

Marketplace and billing: domain/schema foundations exist, but live purchase, subscription, provider selection, payout, tax and dispute operations are not enabled.

Worldwide: the architecture supports expansion; no blanket worldwide service claim has been approved.

Customer / MSP account portal Shared account sign-in Testing downloads Engineering notes