VITAL has developed a service infrastructure comprised of three main elements: a centralized, highly skilled technical support group, a cost-effective field service model with an expansive breadth of coverage, and a flexible and responsive dispatch and logistics capability.

VITAL's Technical Support Center (TSC) located in Tampa, Florida, houses our technical support specialists and engineers, logistics functions, as well as our primary Network Operations Center (NOC). VITAL also maintains a backup TSC and NOC in the Chicago area to ensure non-stop 7x24x365 service and support to our customer’s mission critical networks. By maintaining a centralized technical support center with Tier 1, 2 and 3 engineering resources, VITAL is able to leverage our technical expertise and resources for our entire customer base regardless of location.

To provide a cost-effective and competitive solution for our customers, VITAL has implemented a field service model comprised of VITAL field engineers and Authorized Service Providers (ASPs) who have been individually trained and certified on multiple technologies as well as VITAL's service delivery model and quality commitment. When it is determined that an onsite resource is necessary to resolve a problem, an onsite technician is dispatched from our Field Service team and guided by one of VITAL's TSC specialists/engineers to perform additional troubleshooting or parts replacement/repair. This field service model allows VITAL to utilize the highly skilled resources in the TSC without sending them to the customer site, boast a large coverage area, and contain costs by contracting with a field resource only when it is necessary for problem resolution. Currently, VITAL has access to a network of over 600 authorized service provider technicians who have successfully completed VITAL's ASP Training and Certification course.

In addition to VITAL's ability to quickly dispatch a technician to a customer location, we can also quickly dispatch a replacement part to a customer location for problem resolution. VITAL maintains parts depot locations strategically placed in business districts throughout North America to ensure parts are ready when a customer has a problem.