Who provides the help desk support—are the technicians based in the U.S. or overseas?

HERO delivers help desk support through a blended team of highly trained technicians, including both U.S.-based and international staff. This hybrid model allows us to provide 24/7 coverage, maintain cost efficiency, and deliver fast response times without sacrificing service quality. All technicians—regardless of location—are held to the same high standards and follow HERO’s proven processes, documentation protocols, and service level agreements (SLAs). Every support request is monitored and reviewed to ensure consistency, security, and professionalism, so your team receives reliable help desk support around the clock.