Requesting onsite support from HERO is simple, seamless, and integrated into our larger service delivery model. Most requests start by contacting our help desk—via phone, email, or client portal. If our team determines the issue cannot be resolved remotely, or if onsite presence is requested directly by the client, the ticket is escalated to our field service team. A dispatcher then coordinates the visit, confirms the schedule, and ensures the technician has all relevant notes, configurations, and access instructions. For managed service clients, this process is covered by your support plan and may include scheduled maintenance or project work in addition to reactive visits. Emergency onsite requests are prioritized based on impact and urgency, while scheduled visits can be arranged to minimize business disruption. Every onsite visit is logged, documented, and followed up with reporting to ensure transparency and resolution.