You may contact VC3's TAC by email, phone or through the TAC website.
How does VC3 track my Service Requests?
All Incidents are assigned an "Incident number" to track the resolution. By using the Incident number, any of VC3's TAC engineers can log onto the TAC website and determine the most current status of the Incident resolution.
VC3 uses five priority levels which are determined by the Impact and Urgency of the Incident:
Priority 1: System/device/service down causing work to cease and critical impact to the organization or a whole department; no work around available; customer is in danger of or is experiencing a financial loss or the ability to make strategic business decisions is impaired; begin resolution activities immediately.
Priority 2: System/device/service down causing work to cease and potential business impact for an individual user; no work around available. Level of service degraded causing impact to the organization or a whole department; no work around available.
Priority 3: Level of service degraded causing impact to an individual user; no work around available. Operational impact to the organization or a whole department though work continues as a result of implementing a work around or use of other system/device/service.
Priority 4: Operational impact to the organization, department or user exists though work continues as a result of implementing a work around or use of another system/device/service.
Priority 5: Operational impact to the organization, department or user is minimal or is mitigated by a reliable workaround.
What is VC3's "Response Time" and "Closure Time"?
VC3 commits to a response time of 30 minutes, for priority 1 issues. Response Time means that VC3 acknowledges receipt of the Service Request and has logged the request.
"Resolution Time" is the goal for resolving the Service Request to the requestor’s satisfaction. The Response and resolution goals vary depending upon the priority level assigned.
How can I check the status of my Service Request?
VC3 proactively notifies you of the status of your TAC Request. Whenever the status is changed on your ticket you will receive an email from the TAC. In addition, there are two other methods to check on the status of your Service Request.
The first method is through the TAC website. After logging on to the TAC you will be able to view all current and past service requests. The status will be listed (i.e. "Open", "Assigned", “Pending”, "Closed", etc) along with the Incident description. By clicking on the incident number you can view the details, add additional notes to the ticket, or withdraw the ticket if it was submitted in error.
The second method is to call the TAC. By providing your ticket number to the Sales Desk Engineer,they will be able to update you on your current ticket.