Help Desk

The AIS Help Desk is handled entirely in-house — when you call, you reach our staff, people who know you and your environment, not an outsourced call center. We're staffed Monday through Friday, 8:30 AM to 5:00 PM Central, and for critical needs outside office hours, emergency support is always available.

Key capabilities

• Office hours: Monday–Friday, 8:30 AM–5:00 PM Central — full help desk support for any issue, big or small.
• After-hours emergency support: When critical needs strike outside office hours, our emergency line is answered — call (844) AIS-LABS (247-5227).
• In-house break/fix support: Desktop and network-level troubleshooting, software and hardware issues, and installations — resolved by technicians who see your customer profile the moment you call.
• Every channel: Phone, email ([email protected]), or the client portal.
• Trained, certified technicians: Rigorous initial training, ongoing education, and quality-assurance review of every interaction.
• Knowledge management: A team-based knowledge base means issues get resolved fast and consistently, without you re-explaining your setup.

How our help desk works

Every request follows the same path, whichever way it reaches us. It starts with triage — we gather the details needed to fully understand the issue — and then our Service Dispatch assigns the ticket to the technician with the most knowledge and the best availability to resolve it.

• By phone: Calls come straight to our office and are answered by our staff, who create the ticket for you — or add a note to an existing one — so dispatch can assign it.
• By email: A message to [email protected] automatically becomes a ticket, built from the information in your email.
• Through the client portal: Portal requests flow into the same triage queue as calls and emails.
• Then the right person takes it: Dispatch matches your ticket to the technician best suited to the issue, and the work begins.

Proactive support for Shield+ and Total Shield+ clients

If you're a Shield+ or Total Shield+ client, our help desk goes beyond break/fix: we proactively maintain and manage your environment using the tools included in your plan — endpoint management and patching, network monitoring, threat detection and response, and email security. That means when you call about an issue, there's a good chance we're already aware of it and actively working on a fix.

How it fits into your plan

The Help Desk is your front door to every AIS service. Core clients receive break/fix support billed as time and materials; Shield+ and Total Shield+ clients have monthly labor included and receive proactive maintenance powered by the monitoring and security tools in their plan.

Availability

Included in Core, Shield+, and Total Shield+. Compare plans →