- How can I contact the VC3 HelpDesk for support?
You may contact VC3's HelpDesk by phone, email or through the web-based HelpDesk:
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- How does VC3 track my HelpDesk requests?
All HelpDesk service requests are assigned a "ticket number" which is used to track the resolution of the problem. With the ticket number, anyone can log into the HelpDesk Web page and determine the most current status of problem resolution.
VC3 uses a five level code to determine the severity of the help request. A code 1 problem is the most severe with a code 5 being the least critical. In short form, the codes can be defined as:
- Right now
- Today
- Tomorrow
- Next visit
- Other
Code 1 service request are defined as system/device down causing work to cease with critical business impact and no work around is available.
Code 2 is defined as the level of service is degraded or the system/device is down causing work to cease and potential business impact; work around may not be available.
Code 3 is defined as significant degradation in performance but work can continue. Issue needs to be resolved by the next business day.
Code 4 is defined as work continues but customer is experiencing frustration. Resolution can wait until next customer visit.
Code 5 is defined as other. Problem resolution time is to be agreed upon by the customer and VC3 mutually.
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- What is VC3's committed response time?
VC3 commits to a response time of 30 minutes, regardless of severity level. Response time means that VC3 acknowledges receipt of the service request and has logged the request. VC3's committed response time is 30 minutes regardless of severity level.
"Closure" is the goal for resolution of the problem leading to closing the help ticket with customer concurrence. The closure goal varies depending upon severity level, from 4 hours for Code 1 to Next Visit for Code 4.
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- How can I find out the status of my HelpDesk request?
There are two main methods of finding the status of a HelpDesk request. One is by email. VC3's HelpDesk will automatically send you an email when the request is received, and whenever a significant event occurs, including when the request is assigned to a support analyst, or when it is resolved/closed.
The second method is through the HelpDesk website. After you login to the HelpDesk, you will see a list of "My Service Requests" including current and past service requests. The status will be listed (for example "Open", "Assigned", "Closed", etc) along with a short description and date/time last modified. You can click on the request number to view details of the service request.
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