VCA Total Care

VCA Total Care

page1Superior service doesn’t end with a completed punch list. Our service packages are designed to keep your systems running at peak performance while minimizing downtime, with faster troubleshooting and resolution. These services are designed to save your organization money, improve efficiency, and maximize your investment.

Service Offering VCA Total Care Time and Materials
Web Trouble Ticket Client Portal Access 24/7/365 No Access
Onsite Support Unlimited $135 Per Hour (4 Hour Minimum, Door to Door)
Onsite Response Time Guaranteed Next Business Day Next Available Business Day
Help Desk Phone Support Coverage Unlimited 24/7 M-F 8:30am-5pm (15 Minute Limit Per Incident)
Phone Response Time 30 Seconds Or Less 2 Hours Or Less
Customer Access To Remote VTC Test Site Unlimited No Access
VCA Video Assist Included No Access
Equipment Repair Coverage All Equipment Covered None – $110 Per Hour Labor + Parts
Shipping Method Expedited Standard/Ground
Preventative Maintenance Visits Option Available None
Loaner Equipment Option Available Not Available
Event Support Option Available $135 Per Hour (4 Hour Minimum, Door to Door)

 

Total Care Coverage

VCA Total Care Provides:

Unlimited On-Site Service
A VCA field service technician will be on location the next business day.

Telephone Support
Receive unlimited telephone support 24/7/365. Calls will be responded to in 30 seconds or less.

VCA Video Assist
Receive live technical support over video by connecting to VCA’s Help Desk. Through a secure Virtual Meeting Room, VCA’s technical staff can see your issue first hand to perform diagnostics and troubleshooting with immediate results.

Expedited Shipping
The quickest possible method for shipping of parts and equipment used at all times.

Expedited Equipment Coverage/Bench Repairs
Parts and repair labor for specified equipment is covered for the term of the custom agreement. Some components, like certain display panels, may require separate coverage from the manufacturer, as detailed in the agreement.

Service Web Trouble Ticket Portal Access
Clients receive a coded name and password to access VCA’s Service Web Trouble Ticket (WTT) portal for 24/7/365 access to the technical team. This includes immediate email confirmation of the trouble ticket and a response by a technician. A fully detailed history of all trouble tickets ever submitted is available in the WTT.

CategorY Monthly Service Level Target Measurement
Average Speed to Answer 7×24 30 seconds – 90% Monthly ACD Report. Audited against Customer Satisfaction
Online Report Availability 7×24 – 96% Monthly Ticket Report
Ticket Response Time M-F, 7×24, (excluding holidays) 30 Minutes – 90% Monthly Ticket Report
Ticket Creation Within 5 minutes of notification of issue Monthly Ticket Report
Final Ticket Resolution With seven (7) Business Days – 95% Monthly Ticket Report
Next Business Day Onsite Labor Within 24 Business Hours Monthly Ticket Report
*Overnight Parts Replacement Within 24 Business Hours Monthly Ticket Report. Assumes Manufacturer sub coverage (i.e. Smartnet) purchased through VCA
**VNOC/Help Desk Notification Time to Customer after detecting a Critical or High Fault: 5×24 Notifications within 15-minutes- 95% Monthly Ticket Report
**VNOC/Help Desk Notification Time to Customer after detecting a Critical or High Fault: Off Hours Notifications within 60-minutes- 95% Monthly Ticket Report