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 engagement 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.

An engagement is compromised of the following components:


Relationship Management
    Each client relationship and arrangement 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 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 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
Service Level Objectives
    Service Level Objective AIS Network Operations Center (NOC) provides the following Service Level Objectives (SLO): Severity Description Acknowledgement Response Tim​e ​​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