SERVICE ACCOUNT MANAGER:
REQUESTING SERVICE SUPPORT:
In the event an end-user encounters an issue with a VCA installed system within the service contract period, there are three methods to engage VCA for support assistance:
- Email firstname.lastname@example.org detailing the issue and requesting support.
- The end-user can call the Help Desk numbers above to report the problem.
- The issue can be logged into our Web Trouble Ticket System (WTT) for the fastest access and response from our service team.
In order to provide the quickest and most efficient response to your service needs, all requests should include the Project or Contract ID located in the top information section on the Total Care Service Agreement.
MAIN HELP DESK CONTACTS:
WEB TROUBLE TICKET SYSTEM:
During the service contract period, VCA will provide the client with a user-name and password into our VCA Web Trouble Ticket System (WTT) portal. This will provide a 24x7x365 alert to our technical team to respond to warranty issues. This service includes immediate email confirmation of the trouble ticket 24x7x365 and it will be responded to by our Help Desk M-F 8:30am-5:00pm ET unless otherwise specified in your Total Care Service Agreement. The WTT system allows you to view all present and past trouble tickets and the status of each request. Please contact your Account Manager to receive training on use of the web portal and to setup your access to the WTT system.