How We Work
Service Levels
How AIS assesses priority, what happens outside business hours, and how to escalate when you need to.
Service Level Agreements
Response commitments are set out in your Service Level Agreement rather than published here, because they differ by plan and by the priority of the issue. Your agreement is the document that governs them — talk to sales and we will walk through what applies to your organisation.Support hours
The AIS help desk is staffed Monday to Friday, 8:30 AM to 5:00 PM Central. Outside those hours, critical issues reach the AIS technician on after-hours duty — an AIS engineer rather than an answering service. If they are not immediately available you can leave a voicemail and they will call back as soon as they are free.Escalation
If you need to escalate
Start with your Client Success Manager. Each step below is a person, not a queue.
How we work day to day
Every client has a dedicated Client Success Manager, a project management function for planned work, and an in-house help desk — the three-role model set out on How We Work. Escalation inside AIS follows a documented internal procedure; the path above is the one that is yours to use.Want the detail for your organisation?
Talk to sales about the service levels that apply to your plan.