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 Service Desk engineers can determine the most current status of the Incident resolution and assist the customer.
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"?
For Priority 1 issues, VC3 commits to a Response Time, acknowledging receipt of the Service Request and logging the request, of 30 minutes.
Resolution Time” is resolving the Service Request to the requestor’s satisfaction. The Resolution Time varies depending on the priority level assigned.
How can I check the status of my Service Request?
VC3 proactively notifies you of the status of your Service Desk Request by emailing you whenever the status is changed on your Service Request.
There are two additional methods to check on the status of your Service Request.
The first method is through the Service Desk website where you can view all current and past Service Requests. Information available to view includes the Incident description as well as the status (“Open”, “Assigned”, “Pending” or “Closed”). You may also add notes to the Service Request or withdraw it if it was submitted in error.
The second method is to call the Service Desk.