FAQs


How can I contact the VC3 Service Desk for Support?

You may contact VC3's Service Desk by phone or through the Service Desk website.


How does VC3 track my Service Requests?

All Service Requests are assigned a "ticket number" to track the resolution. By using the ticket number, any of VC3's Service Desk engineers can log onto the Service Desk website and determine the most current status of the Service Request resolution.

VC3 uses four levels to determine the severity of the Service Request.

  • Critical Service Requests are defined as system/device down causing work to cease with critical business impact and no work around is available.
  • High 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.
  • Medium is defined as significant degradation in performance but work can continue. Issue needs to be resolved by the next business day.
  • Low is defined as work continues but customer is experiencing frustration. Resolution can wait until next customer visit. Problem resolution time is to be agreed upon by the customer and VC3 mutually.

What is VC3's "Response Time" and "Closure Time"?

VC3 commits to a response time of 30 minutes, for critical level issues.  Response Time means that VC3 acknowledges receipt of the Service Request and has logged the request.

"Closure Time" is the goal for resolving the Service Request and closing the Service Request ticket with customer concurrence. The closure goal varies depending upon severity level.  


How can I check the status of my Service Request?

VC3 proactively notifies you of the status of your Service Desk Request.  Whenever an action is taken on your ticket you will receive an email from the Service Desk. In addition, there are two other methods to check on the status of your Service Request.  

The first method is through the Service Desk website. After logging on to the Service Desk you will see a list of "My Service Requests", including current and past service requests. The status will be listed (ie. "Open", "Assigned", "Closed", etc) along with a short description and date/time last modified. By clicking on the reqeust number you can view the details of the Service Request.

The second method is to call the Service Desk.  By providing your ticket number to the Sales Desk Engineer they will be able to update you on the status of your ticket.