Our Support Team Rocks

Support for Clients? That’s What We Do!

Support for AIS clients is delivered by our Service Delivery and Client Services organization, which works hand-in-hand with customers from order entry to service implementation through on-going 24x7x365 support.

We conduct a Warm Hand Off with each new client allowing us to:

Demonstrate our products, services, and support
Show that we are courteous and respectful
Ensure issues raised do not remain in limbo
Demonstrate that we provided what we promised
Ensure there is a smooth transition between all departments during the move-in process
Alleviate any potential customer confusion
Ensure that the move-in process is as smooth as possible

We conduct a Move-In Survey with clients in order to:

Follow up and create a forum for clients to report back on how things are going
Confirm client satisfaction with our process and support
Show we care and value them as clients
Implement changes based on client feedback

We compile and report based on Key Performance Indicators (KPIs) that we use to:

Measure our support service levels – e.g., incident Time To Resolution (TTR)
Continually improve upon on our support service levels
Develop service improvements
Define what we can and should measure
Gather, process, analyze, and report the data
Implement corrective action
Quantify our support processes and analyze our service levels

AIS Customer Service team members are on site 24x7x365 and ready to assist customers with anything from a simple reboot of a server to a full rack-and-stack of equipment.

Testimonials

The company had grown to the point where we began to look for a new headquarters. At the same time, we were seriously considering whether to continue owning our own data center or to partner with a leading industry partner and further strengthen our already best-in-class hosting services. AIS proposed an ideal solution for us right here in our back yard with the connectivity, flexible power and security we needed, plus we’d be able to maintain the control of the data center as though it were i…Erez Nir, CTOMitchell International

Natural disasters like hurricanes, earthquakes, and tornadoes, and man-made mayhem such as malware or even simple human error, are the types of events that can have devastating consequences for businesses that are reliant on mission-critical data and applications. With the one-year anniversary of the massive power outage that knocked out a large portion of Southern California upon us, we felt now was a great time to raise awareness of the need for DR planning and show how quickly and affordably …Tim Caulfield, CEOAIS

Our AppStack solution enables service providers and enterprise customers to move and manage complex cloud applications throughout their life cycle. That means we have deep first-hand knowledge of a wide variety of public and private clouds, as well as cloud orchestration platforms. After working closely with AIS to thoroughly test and implement our software and exhaustively stress-test AIS BusinessCloud1, our team at Appcara is quite impressed with the service. It is indeed a viable, enterprise-…John Yung, founder and CEOAppcara

Besides our native hot standby resiliency, our enterprise customers value the geographic redundancy we provide with AIS data centers in San Diego and Phoenix. We over-engineer to handle peak traffic and have the ability to offer business continuity with redundant databases and load balancing between sites. The bottom line is we are operating with the fault tolerance of a world class service provider, which is an important consideration for the Fortune 500 enterprises we are working with.Lance Fried, CEOHold-Free Networks

This is an important milestone for AIS – affirming that our enterprise-class data centers have the appropriate internal controls in place for assuring the highest level of standards for compliance, security and availability. We want our clients to feel comfortable that we are committed to taking the necessary steps to assure their peace-of-mind as they seek us out for colocation, connectivity, managed services and now, our full-featured cloud service. Our SOC 2 examination clearly sets us apar…Tim Caulfield, CEOAIS

We had reached a critical point with our IT infrastructure where we had to make a decision on expanding our current facility or partnering with an enterprise-level data center. We were impressed with the Lightwave facility, the policies and procedures AIS has in place, like its ITIL (Information Technology Infrastructure Library) service architecture, and its knowledgeable staff. We feel AIS has mapped out a solid solution that can expand to meet our future business needs.Chris Rousseau, SVP global information technologyCallaway Golf

Our Support Team Rocks

Support for Clients? That’s What We Do!

We conduct a Warm Hand Off with each new client allowing us to:

We conduct a Move-In Survey with clients in order to:

We compile and report based on Key Performance Indicators (KPIs) that we use to:

AIS Customer Service team members are on site 24x7x365 and ready to assist customers with anything from a simple reboot of a server to a full rack-and-stack of equipment.

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