Expert Support

Trusted expertise when you need it most.

The more your organization grows, the more complex IT management becomes. When technology stacks expand and new tools and functionalities are added, you face equally new issues and potential risks.

Each new tool and technology has its own support and maintenance requirements, making you manage different contracts, service levels, and support resources.

Add them all up, and you’re stuck with bogged down productivity levels, increased costs, and heightened levels of user frustration.

But what if you had a comprehensive solution to align, simplify, and enhance your quality of IT support? With SHI Expert Support, you can spend less time managing multiple support contracts and more time addressing crucial business needs, improving user experience, achieving cost efficiency, and reducing IT complexity.

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Reduce direct costs and overheads associated with cross-product support.

New tools and technologies can help you remain competitive and relevant in a constantly changing business environment. Don’t let cumbersome support hold you back!

SHI can help manage your IT landscape and utilize technologies from various vendors without being burdened by the cost pressures of resource-intensive, 24/7 global support.

With SHI, you can minimize your IT support costs, streamline multivendor management, and decrease your cost per transaction by accessing tier 1-4 engineers for problem resolution or advisory support.

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Seamlessly resolve issues across your environment.

Adequate support from certified technical engineers is crucial for minimizing disruptions and effectively integrating new tools and technologies into your IT environment.

SHI Expert Support boasts a 99% SLA adherence rate, ensuring faster resolution times for our customers and minimizing delays and escalations, thus preventing any negative impact on business productivity.

Our add-on service also includes access to hundreds of SHI-badged SMEs with 400+ IT certifications who thoroughly understand your environment and architecture. Our experts will help reduce MTTR, overall incidents, outages, and downtime.

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Unburden IT and procurement.

When simpler OEM management comes with better visibility on vendor performance and costs, everyone wins.

With SHI Expert Support, you can establish a single point of accountability across multiple vendors with a simplified and tailored contract structure.

SHI Expert Support combines various support contracts and service levels to provide comprehensive coverage for a variety of technologies. Our team of engineers is well-versed in multiple OEM solutions, equipped with the necessary technical skills and troubleshooting abilities to address your specific IT challenges. Close to 90% of our customer tickets are resolved internally by SHI without having to ticket OEMs.

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Reduce incidents, outages, and downtime with guaranteed SLAs.

Receive comprehensive support for your critical technology adoption and business expansion needs.

SHI unlocks 24/7 access to our level 1-4 IT experts, giving you the peace of mind to focus on what matters with a streamlined and efficient support model.

We provide an initial response in under 15 minutes from U.S.-based support desks. Our aim is to minimize downtime, speed up deployments, and improve operations with a quicker MTTR. For your most complex issues, SHI can allocate additional resources to ensure an efficient resolution regardless of the scale.

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Manage the way you want.

Enhance business productivity by curtailing recurring issues or downtimes and improving your user experience.

SHI invests time to understand your support challenges, meeting the specific needs of your IT environment to reduce complexity and increase efficiency.

Choose the SHI support services that best suit your needs. You can opt for a single point of accountability or have multiple touchpoints with different subject matter experts.

Collaborate with the SHI dev team to establish interoperability between your current ticketing tool and SHI One, improving operational efficiencies. Additionally, work with our Power BI team to create dashboards of your choice and enhance your business agility.

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SHI has decades-long partnerships with the industry’s leading technology providers, enabling us to deliver expert support at scale.

As your business evolves, so does our support offering. We take your feedback to heart and make it our goal to deliver an exceptional support experience. We currently support many of the largest IT vendors and regularly onboard more.