At HERO, we take pride in our industry-leading response times. For phone-based requests, our technicians typically answer calls in under 60 seconds. For web or email tickets, initial responses are provided within 10 minutes on average. Our triage process allows us to quickly prioritize urgent issues while ensuring all tickets are resolved within a target SLA window. Most issues are fully resolved the same day, with over 90% of requests closed on the first interaction. We understand how disruptive technical issues can be, so we built our help desk support system to respond fast, communicate clearly, and follow through until your team is back on track.