VC3 Technical Assistance Center Guide
The Technical Assistance Center (TAC) is considered the first point of contact for any issue that our Customers wish VC3 to address and will be monitored on a 24x7 basis. Our TAC records any Service Incident or Service Request for our Customers.
Our TAC and engineering support is based upon the ITIL framework which will help VC3 continue to build upon our existing foundation of best practice procedures, as well as allow VC3 to support you, our Customer, in a more efficient manner.
How to Contact the Technical Assistance Center
An Incident or Service Request may be created via the following methods:
Step-by-Step Guide
Getting Started
- You will receive a new temporary password when logging in for the first time to the new VC3 TAC. Follow the simple instructions in the step-by-step guide for your new password.
Time-Saving Feature of our new Service Desk application
- You now have the ability to close your own tickets. In the past, a VC3 TAC Engineer would contact you to confirm that the ticket was resolved to your satisfaction. This process could take numerous attempts which isn’t the most efficient use of our Customers’ time.
- No more emails back and forth or returning calls to close your tickets. With this new application all you need to do is click the “Confirm Resolution or Reactivate” link in your Resolution Email and from there you can either close out the ticket or you can alert the TAC that there is still work to be done. This is just one way VC3 is trying to provide better, more efficient support for our Customers!
Thank you for allowing us to serve you.
Amy McKeown
Director, Service Delivery