Helpline

The AHC-IS helpline is staffed from 7:30AM-5:00PM Monday through Friday. The helpline can be reached at 612-626-5100, menu option #2. This number has voicemail after hours. If you are leaving a message, please include your name, telephone number, the device number of the computer, and a brief description of the problem or request.

The helpline accepts calls regarding hardware support on AHC-IS stickered machines only. The helpline also accepts calls from users connected to AHC-IS servers as well as users of AHC-wide computer applications.

Foreseeable events such as new equipment orders, network printer moves, computer moves, and operation system upgrades, will be entered as Projects and scheduled with the customer.

The tech answering the helpline will tell you the following information before ending the call:

• The issue number
• The status of the issue
• Which tech the issue is assigned to
• When you can expect a call or visit
• Instructions to call back and reference the issue number if you have not been contacted within the specified period of time. 

AHC-IS response time to a helpline call is as follows:

• Urgent Status = Loss of all productivity

Tech is paged issue is entered into ITASCA, tech will contact within 1 hour

• High Status = Partial loss of productivity

Tech is paged, issue is entered into ITASCA, tech will contact within 4 hours

• Medium Status = Problem which does not affect productivity

Issue is entered into ITASCA, tech will contact within two days

• Low Status = Infrequent or minor problem

Issue is entered into ITASCA, tech will schedule with user as available

Other AHC-IS Computer Support Services

• We will initiate all warranty repairs on hardware ordered through our office.  Warranty information will be tracked through our support database.

• AHC-IS will help with hand-held computer devices but makes no commitment as to the ability to support or maintain the vast array of devices that are available for purchase.