Getting Started

Getting Started with AIS

At our core, we are a customer service organization with an expertise as a full service Information Technology (IT) and a Managed Service Provider (MSP). Services are delivered using IT Engineer Professional Services Labor, or Software-as-a-Service (SaaS) platforms, considered Non-Labor.

Each client relationship is unique based upon the type of service delivery that is required of AIS. For some clients, AIS manages the entire IT function of the business. We provide desktop help desk services, networking and infrastructure solutions, and CTO level consulting. We also have clients that already have some degree of IT operations in place, and AIS assists in a complimentary and collaborative role.

A client relationship is compromised of the following components:

graph LR
  ClientNeeds{Client Needs} --> UseCase((Use Cases))
  UseCase  --> Solution["Solution"]
  Solution --> Methodology(Methodology)
  Methodology --> Engagement{"Engagement"}
  Engagement --> ClientNeeds

9,026,560 unique Project Plans are possible using the AIS SOW Portal.


Service Delivery

Service Methodology, Project Management Process, and Consulting capabilities

Project Management (7)

AIS Project Management Approach, Methodology, and Structure

Support Structure

Key roles involved in providing consistent managed information technology services

Relationship Management

Each client relationship and arrangement is unique based upon the type of service delivery that is required of AIS, all in the sprit of partnership and Co-Managed Services. For some clients, AIS manages the entire IT function of the business in providing desktop help desk services, networking and infrastructure solutions, and CTO level consulting. For clients that already have some degree of IT operations in place, AIS assists in a complimentary and collaborative role.

Service Level Objectives

Service Level Objective AIS Network Operations Center (NOC) provides the following Service Level Objectives (SLO): Severity Description Acknowledgement Response ​​Communication Frequency Critical Complete impact to productivity or service affecting many or all customer end-users. 30 Minutes (24x7) 1 Hour (24x7) 2 Hours(24x7) High Higher impact to productivity or service, multi user impact, multiple services not working. 1 Hour (Business Hours) 4 Hours (Business Hours) ​8 Hours (Business Hours) ​Medium ​Lower impact or individual impact, smaller issues affecting more than 1 person.

Service Request Escalation Procedure

Procedure: Support request is received. Client information is identified, including unique user ID. Help Desk ticket is created. Issue is identified and documented in Help Desk system, then routed to Support. If issue can be resolved through Tier 1 Support: Level 1 resolution - issue successfully resolved Quality control - issue verified as resolved to client’s satisfaction.

Last modified June 10, 2020