Expert Support

Consolidate vendors. Accelerate resolution. Control costs.

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Untangle the complexity of IT support

Managing multiple IT support contracts across vendors?

Each new platform adds complexity, slows resolution, and strains your team when things break.

Every addition to your tech stack brings its own support contracts, SLAs, and maintenance demands, leaving your IT team juggling a fragmented web of vendors. The result? Higher costs, lower efficiency, and frustrated users when systems fail.

SHI simplifies the chaos.

From day one, we streamline onboarding and deliver 24/7/365 support across your environment. Our expert team proactively optimizes your systems, offers tailored workshops for your IT staff, and provides the option to add dedicated engineers to elevate your operations.

All of this is backed by financially guaranteed SLAs — so your team can focus on innovation, not incident management.

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Lower costs

How much could you save by consolidating your IT support vendors?

Managing a patchwork of IT support contracts, training requirements, and skill gaps drains your team’s time, budget, and focus. Each vendor adds layers of complexity — requiring separate resources for contract oversight, onboarding, and issue resolution.

SHI simplifies this with a single, comprehensive support contract. Our Level 1–4 engineers cover all major platforms, reducing your cost per incident and eliminating the need to manage multiple vendors. With 24/7 global coverage, we resolve issues quickly and efficiently across your entire tech stack — minimizing downtime and maximizing value.

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Rapid resolution

What’s the fastest way to resolve IT issues across your entire tech stack?

When mission-critical systems go down, every second matters. Delays in resolution can disrupt operations, impact revenue, and erode user trust. That’s why choosing a partner with proven speed and reliability is essential.

SHI Expert Support delivers 15-minute response times and 99% SLA adherence. Our certified engineers — armed with 400+ IT certifications — understand your architecture and resolve issues across all major platforms. With 24/7 global coverage and direct vendor relationships, we reduce MTTR, minimize downtime, and keep your business moving.

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Vendor consolidation

What’s the best way to manage multiple IT vendors efficiently?

Every new vendor contract increases complexity and slows resolution time. IT becomes overwhelmed managing tickets and accountability across providers, creating operational inefficiency.

With expert support, establish a single point of accountability across vendors. We provide a simple, tailored contract structure and one service portal with comprehensive reporting and analytics for complete visibility.

Expert support combines contracts and service levels to cover your technologies. Our engineers are well-versed in OEM solutions with technical skills and troubleshooting abilities to address your specific IT challenges. We resolve most issues internally, eliminating the vast majority of OEM escalations.

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High availability

How can you minimize IT downtime with better support?

Waiting for support delays critical operations and threatens business continuity. Ensuring easy contact with IT support allows you to track resolutions and manage expectations during outages.

SHI provides 24/7/354 access to our IT experts. This gives you the confidence to focus on strategic priorities with a streamlined and efficient support model that prioritizes rapid response.

We deliver initial response times within 15 minutes. Our goal is minimizing downtime, accelerating deployments, and improving operations through immediate access to qualified engineers. For complex issues, SHI allocates additional resources to ensure efficient resolution regardless of scale.

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Ticket visibility

How can you gain real-time visibility into your IT support tickets?

Lack of visibility into support tickets can be just as frustrating as the issues themselves. Without clear reporting and insights, IT leaders struggle to assess performance and drive improvements.

The SHI One portal gives your team 24/7 access to open, track, and escalate tickets across all vendors — streamlining resolution and improving transparency. Our experts guide you through onboarding and portal management, while dashboards and reports deliver actionable insights. SHI One can also integrates with your existing ticketing systems, so updates and resolutions are always within reach.

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Decades of strategic partnerships. Scaled support you can trust.

As your business evolves, so do your support needs — and SHI evolves with you. Backed by long-standing partnerships with the world’s leading technology providers, we deliver expert support at scale. We actively listen to your feedback and continuously refine our services to ensure an exceptional support experience. Today, we support many of the largest IT vendors and are constantly expanding to meet your growing ecosystem.