Tuesday, September 29th

• 9:00 – 3:00

  Registration

• 2:00 – 4:00

  Launch of the AI Service Unleashed Hackathon

  Ready to build something amazing? We'll team you up with fellow attendees and use Lovable to turn a real MSP pain point into a working solution, right there at the conference. The best ideas take the stage as finalists, with the top 3 teams crowned at the closing ceremony on October 1.

• 4:00 – 6:00

  AISU Welcome Party

  Kick things off right at the Grand Hyatt Seattle as we welcome everyone to our second annual AI Service Unleashed. Grab a refreshment, meet your fellow attendees, and get ready for an incredible few days ahead.

  Grand Hyatt Seattle
• 6:30 – 7:30

  Keynote: Mark Alayev, Chief of Magic

  Join us for a keynote you won't want to miss. Thread co-founder & Chief of Magic Mark Alayev takes the stage to unpack Thread's legacy and the journey that got us here. He's pulling back the curtain on something truly magical, and you'll want to be in the room when it happens.

• 7:30 – 8:30

  Opening Night Dinner

  Head up to Sky Church at MoPOP for an evening of good food and even better conversation. Mingle with fellow AI enthusiasts and Thread folks who get exactly why you're excited about this stuff. Talk shop, swap ideas, and enjoy the view from one of Seattle's most iconic venues while you do it.

  Sky Church, MoPOP

Wednesday, September 30th

• 7:00 – 8:00

  Breakfast

  Travel from the Grand Hyatt to MoPOP takes place after breakfast.

  Grand Hyatt Seattle
• 9:00 – 9:45

  Building the Future of Intelligent Service: First-Principles AI Design

  Thread designs AI systems from first principles — focusing on what should happen, not what has happened. Join Amine El Kinani, Thread's principal product engineer, and Julie Ni, senior product designer, as they share how we decide what to build, the philosophy behind the evolution from assistive to agentic AI, and where the future of AI-driven service delivery is actually heading.

• 10:00 – 11:00

  Pitch Fire

  Catch quick-fire 15-minute pitches from Flexpoint, ScalePad, and Liongard as they show you what's new and why it matters for your MSP. It's fast, focused, and packed with insights you can act on right away.

• 12:00 – 12:45

  Lunch

  Thread is providing lunch at MoPOP. Take the time to connect with fellow attendees.

  MoPOP
• 1:00 – 2:00

  The Future of Intelligent Service Delivery: How MSPs Scale Without Headcount

  MSPs face an impossible equation: technician shortage, exploding ticket volume, and margin pressure. Thread believes AI-driven intelligent service delivery is the answer. Join our leadership team for a product keynote exploring where service delivery is heading, how managed AI agents enable MSPs to scale without increasing headcount, and Thread's vision for the next generation of support — voice, inbox, AI routing, and autonomous intelligence.

• 2:00 – 2:45

  Leveling Up: How Thread Transformed GadellNet's Operation

  CSAT scores only tell part of the story. Join Kurt Beard and Max Hyman from GadellNet as they dive into how top MSPs are measuring the entire client journey to uncover what's really driving retention and growth. Walk away with a broader framework for tracking client success beyond the survey.

• 3:00 – 3:45

  From Reactive to Intent-Driven: Rethinking Customer Service

  Join Dennis Heiss with New Charter Technologies as he breaks down how to move from reactive ticketing to intent-driven service, showing you how to define clear customer intents so technicians solve problems instead of asking redundant questions. You'll walk through real triage scenarios, learn Thread's framework for smarter automation, and leave with a concrete plan to tighten your own intent definitions.

• 4:00 – 5:00

  Taking Back Control: How MSPs Stop Being Order-Takers and Start Being Experts

  MSPs built a "yes" culture that gave clients permission to dictate service. This session unpacks the uncomfortable truth: why you're trapped in reactive mode, how to diagnose the patterns keeping you there, and the playbook to reclaim authority as the expert, not the vendor. A candid conversation with Jake Gipson (Customer Enablement & Training) on mindset shifts, client management, and reclaiming your business.

• 5:30 – 6:45

  Vendor Hall + Museum Exploration

  Take this hour to explore the vendor hall and connect with sponsors, or wander through the iconic MoPOP if you're looking to soak in some culture before the evening kicks off.

  MoPOP
• 7:00 – 9:00

  AISU After Hours: Space Needle Edition

  Join us for an unforgettable evening at the iconic Space Needle, where you can connect with vendors at 1:1 tables, swap stories with fellow MSP peers, and mingle with the Thread community — all with a view unlike any other in Seattle.

  Space Needle

Thursday, October 1st

• 7:00 – 8:00

  Breakfast

  Fuel up with breakfast at the Grand Hyatt before we all head over to MoPOP together.

  Grand Hyatt Seattle
• 9:00 – 9:45

  Redefining BCDR: How Slide Is Rebuilding Backup for MSPs

  Slide delivers always-encrypted backup, continuity, and disaster recovery built from the ground up for MSPs, with ultra-fast NVMe hardware and a modern platform free of legacy technical debt. Don't miss the chance to see how they're redefining BCDR for MSPs.

• 10:00 – 10:45

  Stop Flying Blind: Proactive Asset Intelligence for MSP Operations

  Most MSPs discover problems when clients call; Liongard changes that equation. Learn how continuous asset discovery, real-time change detection, and AI-driven risk prioritization let you see threats before they become tickets. This session covers building a proactive monitoring strategy, automating risk prioritization across your client base, and integrating asset intelligence directly into your AI workflows.

• 11:00 – 12:00

  Vendor Hall

  Head over to the vendor hall and spend some time connecting with the sponsors and partners powering the MSP world. Ask questions, check out their latest tools, and see what's new.

  MoPOP
• 12:00 – 1:00

  From Fear to Scale: How One MSP Won Technicians Over With AI

  Hear how Marco Technologies added 600+ billable hours without new hires, achieved faster response times and happier clients, and learned that technicians embrace AI when it eliminates tedious work, not their jobs. Includes real workflow demos, actual metrics, and candid advice on change management and what surprised them most.

• 12:00 – 1:00

  Farewell Lunch at MoPOP

  Join us for our farewell lunch at MoPOP before AI Service Unleashed comes to a close. Take some time afterward to wander the museum once more. Travel back to the Grand Hyatt shortly after.

  MoPOP
• 1:30 – 2:30

  Farewell Party + Hackathon Presentations

  Join us back at the Grand Hyatt Seattle for one last celebration as we wrap up AI Service Unleashed together. Thread's executive team will share their final remarks, hackathon teams will present their creations, and we'll crown the top 3 winners before saying goodbye.

  Grand Hyatt Seattle