Help Desk FAQ

The AIE Help Desk is a state-of-the-art, fully-staffed service desk, equipped to handle trouble tickets and support incidents of all types. It is available to current AIE clients, and included in AIE Total Care Complete support plans.

How do I contact the AIE Help Desk?

The AIE Help Desk can be reached via phone, e-mail, or a secure online client portal. Once enrolled in an AIE Total Care support plan, all AIE clients are given contact information and instructions for contacting the AIE Help Desk. 

Will you assign a different technician to support me each time?

We believe that the best IT support happens in the context of an ongoing relationship. All of our AIE Total Care clients are assigned a dedicated account team to handle their support needs, ensuring that you'll see familiar faces. When you call the AIE Help Desk, the phone will be answered by the technician on-call. Once the nature of your support issue is determined, it will be forwarded to a member of your account team for resolution.

What if I have an emergency in the middle of the night?

Networks covered under an AIE Total Care support plan are monitored 24/7. To report after-hours emergencies, we ask that our clients call the AIE Help Desk rather than e-mailing or using the client portal. 

What kind of response times can I expect?

All of our AIE Total Care support plans come with a service level agreement (SLA), that includes first response times. While the exact response times vary by contract and severity of the ticket, AIE has processes in place to ensure that every incident receives a rapid response time. 

What if my situation requires onsite support?

One of the advantages to choosing a local IT provider is that onsite support is available. AIE dispatches technicians throughout the Chicago area every day. Work done within Chicago and the five-collar-county region typically does not incur travel or parking charges, depending on the contract in place.