Blog

Jul 10, 2019

Get the most out of IST’s S.H.I.E.LD Support Portal

IST’s S.H.I.E.L.D Support Portal, designed to give clients secure 24/7/365 access to their service tickets, is live. The web-based interface makes it easy for clients to collaborate with IST service personnel, run ticket reports and prioritize their requests quickly and efficiently.

The S.H.I.E.L.D Support Portal serves as a regular, dedicated point person, enabling more frequent and consistent collaboration between our clients and service personnel, especially since it’s web-based. Service tickets can be created and managed even when service personnel are handling other projects.

How the S.H.I.E.L.D. Support Portal Works

The process is simple and intuitive. When you open a ticket, the ticket emails the dispatcher to set up an appointment. You’ll receive an email stating, “Your ticket has been received.” You’ll then receive an email letting you know that there is a technician available to help with that project, and it will provide the timeframe within which this technician can be expected to arrive. The technician makes notes in real time as he or she corrects the issue, and closes the ticket once the issue has been resolved. The ticket is an ongoing source of information for both the client and IST.

We provide 24/7/365 availability for service requests. Our dispatcher is available Monday through Friday (8am-5pm) to route requests. After hours, we maintain a toll-free call line to handle requests made outside of normal business hours. All requests are prioritized by the terms of your service contract and the severity of the issue. Response time and time to resolution can vary, but IST can generally address and remedy a problem within four hours or by the next business day. System critical alerts generate emergency service; IST can respond that same day, especially if the location is local to an IST technical resource.

Getting Started

IST’s S.H.I.E.L.D Support Portal is a time saver for all of our clients. If you’re not already using it, or interested in learning more, we can share a brief demo of the portal. Or, click here if you’d like more information about S.H.I.E.L.D.