Answers
Frequently Asked Questions
The questions we are asked most, in one place — support hours, how tickets work, how our plans are billed, and what happens next.
FAQ
Help desk questions, answered
When is support available?
Our in-house help desk is staffed Monday–Friday, 8:30 AM–5:00 PM Central. For critical needs outside office hours, emergency support is available — call (844) AIS-LABS (247-5227) any time.
Who answers when I call?
Our staff — in our office. The AIS Help Desk is handled entirely in-house, so you reach people who know you and your environment, not an outsourced call center.
How do I submit a ticket?
Call (844) 247-5227, email [email protected] (a ticket is created automatically from your email), or use the AIS client portal. All three routes flow into the same triage queue.
How are tickets assigned?
Every request starts with triage: we gather the details needed to understand the issue, then our Service Dispatch assigns the ticket to the technician with the most knowledge and the best availability to resolve it.
Is help desk support included in my plan?
Every plan includes access to the help desk. On Core, labor is billed as time and materials; Shield+ and Total Shield+ include monthly labor and proactive maintenance powered by the monitoring and security tools in those plans.
FAQ
Pricing questions, answered
How is AIS billed?
Ongoing service is delivered through our managed service plans — Core, Shield+, and Total Shield+ — billed monthly. Project work is scoped and quoted separately before it begins, and labor outside a plan is billed as time and materials, invoiced monthly after the work is performed.
How much do the plans cost?
Plan pricing depends on your organization’s size, device count, and needs, so we quote it per organization. Contact sales at [email protected] or (708) 352-7050 and we’ll put together a proposal with clear pricing and a Statement of Work you can review any time.
What does every plan include?
Every plan — Core, Shield+, and Total Shield+ — includes a Dedicated Client Success Manager and fully managed Endpoint Management. Shield+ adds Endpoint Detection and Response, Network Monitoring, and Email Security with monthly labor included; Total Shield+ adds Managed Detection and Response, Dark Web Scanning, and Cyber Security Awareness Training.
Can I add services to my plan?
Yes. Add-ons include Microsoft 365 and Google Workspace backups, managed business continuity and disaster recovery, SIEM and identity threat detection, managed VoIP, Dropbox backups, advanced security awareness training, and solution design — all available on any plan.
How do we get started?
Reach out through our Contact Us page, email [email protected], or call (708) 352-7050. We’ll assess your environment, recommend the right plan, and a Project Manager working alongside your Client Success Manager will lead onboarding.
Still have a question?
Ask us directly — we are happy to talk it through.