Technical support · Free training
Technical support for document management and HSE platforms, from Portugal
We support every user of the platforms we implement: internal teams, administrators, HSE managers and contractors submitting documentation. And we train all of them free of charge.
09:00–13:00 · 14:00–18:00
training
Illustration. Groups and topics vary with each platform.
The problem
Why a good platform can end up unused
The platform may be well implemented and still fail day to day. Almost always, the problem lies in the support for the people who use it.
Untrained users
People who don’t know how to use the platform work around it. Email, spreadsheets and documents outside the system come back.
Contractors stuck at submission
The contractor doesn’t know which document to upload or why it was rejected. They call the client, who has no time to answer.
Support that doesn't know the operation
Generic support explains the button, not the process. The question is solved today and comes back tomorrow.
Requests without an owner
The issue bounces between the internal team, the supplier and the contractor. Nobody follows it through to resolution.
The AISP solution
Support from people who know the platform and your operation
The team that implements the platform is the same one that supports its users. It knows the client’s rules, requirements and contractors.
How it works
From first contact to issue resolved
Every request is handled by someone who knows the platform and the process. The goal isn’t just to answer: it’s to solve.
Contact
The user contacts the team by phone or email, on working days, from 09:00 to 13:00 and 14:00 to 18:00 (Lisbon time).
Triage
We work out whether it is a usage question, a configuration issue, a change request or a technical incident.
An answer in context
The team answers based on the platform’s configuration and the client’s rules.
Technology coordination
If the issue is technical, we document it and coordinate with the platform’s technology team.
Follow up
We follow the request through to resolution and confirm the user can move forward.
Training
When a question keeps coming back, we reinforce user training, at no cost.
What's included
Support for everyone who uses the platform
From the administrator to the contractor uploading their first document, everyone has someone to turn to. And everyone can receive free training.
With free training.
Until it's solved.
Internal teams
Answers to day-to-day usage questions.
Administrators and HSE managers
Support with configuration, requirements, workflows and permissions.
Contractors
Help submitting the documentation the client requires.
Free training
For all users of the platforms we implement.
Technology coordination
Link to the platform’s technology team for technical incidents.
Follow up until resolved
The request never gets stuck between teams.
Data protection
We support you without keeping your information
Documentation remains on the digital platforms the client subscribes to, in the data centres of the respective technology partners. AISP does not host documents on its own systems: it only accesses what is needed to resolve each request. That access is personal data processing, carried out under the terms agreed with each client and the GDPR.
- ✓Access limited to what each request requires
- ✓Information stays on the client's digital platforms
- ✓Data processing in line with the GDPR
- ✓AISP team, in Portugal
Related services
A service connected to the whole operation
Technical support is the visible face of a service that continues after go-live.
Administration and specialist support
Ongoing platform administration, with different service levels.
Training and adoption
Training so that each user group can use the platform independently.
Contractor pre-qualification
Document validation for companies and workers, with support for contractors.
Frequently asked questions
What our clients ask
Can’t find the answer? Talk to us and we’ll show you the process applied to your operation.
Who can request technical support?
Users of the platforms AISP implements: the client's internal teams, administrators, HSE managers and contractors submitting documentation.
Is there a cost for training?
No. Training is free for all users of the platforms we implement.
Do contractors also get support?
Yes. We support contractors when submitting the documentation the client requires.
What are the technical support hours?
Working days, from 09:00 to 13:00 and 14:00 to 18:00 (Lisbon time).
How do I contact the support team?
On our main number +351 234 040 475 or by email at geral@aisp.pt, on working days, from 09:00 to 13:00 and 14:00 to 18:00 (Lisbon time).
In which languages is technical support provided?
In Portuguese, English and Spanish. User training is multilingual and adapts to the language of each team and each contractor.
What happens when the problem is technical?
We document the incident, coordinate with the platform's technology team and follow the request through to resolution.
Want technical support that knows your operation?
Tell us who uses your platform today and where the questions come up. We’ll show you how AISP supports and trains each user group.