VCA Total Care

VCA Total Care

page1Superior customer service doesn’t stop with the design and installation of your AV systems. Our service packages are designed to keep your system running at peak performance providing you less downtime and faster trouble shooting and resolution. With over 40 years of experience, and our sophisticated software we are able to monitor, maintain and manage today’s most advanced AV systems.

We offer two maintenance options beyond our standard warranty. These agreements are designed to save your organization money, improve efficiency, and help you maximize your investment.

Service Offering Base Warranty VCA Total Care Time and Materials
Web Trouble Ticket Client Portal Access 24/7/365 24/7/365 No Access
Onsite Support Unlimited Unlimited $135 Per Hour (4 Hour Minimum, Door to Door)
Onsite Response Time Maximum 5 Business Days Guaranteed Next Business Day Next Available Business Day
Help Desk Phone Support Coverage M-F 8:30am-5pm (1 Hour Limit Per Incident) Unlimited 24/7 M-F 8:30am-5pm (15 Minute Limit Per Incident)
Phone Response Time 1 Hour Or Less 30 Seconds Or Less 2 Hours Or Less
Customer Access To Remote VTC Test Site No Access Unlimited No Access
VCA Video Assist No Access Included No Access
Equipment Repair Coverage Limited To Manufacturer Warranty All Equipment Covered None – $110 Per Hour Labor + Parts
Shipping Method Standard/Ground Expedited Standard/Ground
Preventative Maintenance Visits None Option Available None
Loaner Equipment Not Available Option Available Not Available
Event Support $135 Per Hour (4 Hour Minimum, Door to Door) Option Available $135 Per Hour (4 Hour Minimum, Door to Door)


VCA Total Care Coverage

VCA Total Care is an extension to the warranty period after its expiration or in addition to VCA’s standard warranty base coverage. VCA Total Care Provides:

Unlimited On-Site Service
Travel Expenses included.

On-Site Response Time
A VCA Field Service Technician will be on location the next business day Monday through Friday excluding published VCA-recognized holidays.

Expedited Equipment Coverage / Bench Repairs
Parts and repair labor for specified equipment (outlined in a customer-specific VCA Total Care agreement) is covered for the term of the agreement. Components such as VTC CODECS and certain display panels may require separate coverage from the manufacturer (i.e. SmartNet, AVID Assurance, etc.) and will be detailed in the VCA Total Care agreement.

Telephone Support
VCA will provide unlimited telephone support 24x7x365. All telephone 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 via your mobile device. Through a secure Virtual Meeting Room, clients can interact with VCA’s technical staff so they can see your issue first-hand for diagnostics and troubleshooting. This video connection enables our technicians to provide immediate options for testing and instant results of their effort.

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

Service Web Trouble Ticket Portal Access
VCA will provide the client with a coded name and password into VCA’s Service Web Trouble Ticket (WTT) portal. This will provide you with 24x7x365 access to VCA’s technical team for response as per the applicable contracted SLT. This includes immediate email confirmation of the trouble ticket 24x7x365 and a response by VCA’s Help Desk. WTT allows customers to view all past and present trouble tickets along with the status of each.

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