VITAL Network Services provides a comprehensive portfolio of break/fix Maintenance services for a wide range of multi-vendor data, unified communications and wireless equipment. Available with 24/7 or 8/5 coverage, and 2-hour (where available), 4-hour or next business day (NBD) response times, VITAL’s Maintenance services give customers the flexibility to select their hours of coverage and response times by location. Best of all, with VITAL's network of field technicians spread throughout North America, you don't have to worry about zone charges or limited coverage areas.
Backed by a highly-skilled technical support group, field technicians and parts depot locations throughout North America, state-of-the-art systems and tools, as well as consistent and documented ITIL®-based processes and procedures, VITAL's Maintenance services ensure the network is restored quickly in the event of a problem. Customers may select from our menu of break/fix services - including remote technical support, parts replacement and/or onsite field support - to meet their individual needs.
Remote Technical Support
With VITAL's Remote Technical Support service, customers receive 24/7 access to VITAL's Technical Support Center (TSC) for answers to technical questions, troubleshooting and remote problem resolution. VITAL's TSC is staffed with skilled technical engineers trained and certified on a variety of multi-vendor network equipment and skilled in remote problem diagnosis and resolution. By using a 3-tiered support approach with problem prioritization and escalation procedures in place, VITAL remediates network problems efficiently and effectively.
VITAL offers two service options - Parts Logistics and Parts Dispatch - to ensure a replacement part is ready when it is required to resolve a network issue.
Parts Logistics. With VITAL's Parts Logistics service, VITAL will manage and house customer-owned spares in our parts depot locations. Our trained logistics coordinators work with you to create a sparing plan, stock our locations and dispatch spares when they are required. Under this service, VITAL will also handle the Return Materials Authorization (RMA) process and replenish the locations as needed.
Parts Dispatch. With VITAL's Parts Dispatch service, VITAL will manage the dispatch of a part under an OEM parts replacement contract on behalf of the customer. A VITAL dispatch coordinator will contact the OEM on behalf of the customer when hardware replacement is required to resolve an issue. The dispatch coordinator will verify the part dispatch, obtain an estimated time of arrival for the part and then arrange a VITAL onsite FE to perform the part replacement. Once the part replacement is completed, the dispatch coordinator will verify resolution and follow the OEM's RMA process to return the failed part.
Onsite Field Support
VITAL's Onsite Field Support service provides access to an onsite field engineer to perform parts replacement activities and any necessary onsite troubleshooting to resolve an issue. VITAL's onsite field engineers have been individually trained and certified on a variety of technologies as well as VITAL’s service delivery model and quality commitment and are available for dispatch 24/7 with 2-hour (where available), 4-hour and NBD response times.
VITAL's Onsite Field Support service is often paired with a Cisco® SMARTnet™ Advance Part Replacement contract to provide a comprehensive onsite solution at a more affordable price. View our SMARTnet + VITAL section or contact us to learn more.