What if a remote session can’t fix the issue?

If we determine that an issue can’t be resolved remotely—such as a hardware failure, network cabling problem, or a disconnected device—we’ll escalate it to our onsite support team immediately.

Because HERO offers both remote and onsite IT services, there’s no need to involve a separate vendor or start the process over. We handle the entire lifecycle of the issue—from initial remote troubleshooting to technician dispatch and final resolution.

That means faster fixes, better continuity, and zero gaps in your support experience. If we can’t fix it remotely, we’ll be there in person—without missing a beat.