Support

Our support hierarchy is set up to provide the best possible technical support while maintaining low cost. At any point in this process users may contact VCM support directly, but it is recommended that users follow this escalation process:

SUPPORT TIER 1
VCM user consults online documentation and videos for support

SUPPORT TIER 2
Agency administrator is notified of the issue and attempts to resolve

SUPPORT TIER 3
User or agency administrator contacts trained support staff at local food bank or Vista Admins

SUPPORT TIER 4
Issue is communicated to VCM support staff using our online ticketing system or by phone

Our online ticketing system should be used when communicating issues regarding Virtual Case Manager. This allows us to keep track of all issues and properly manage communication with the end user. It also shows of trends of common issues so we can proactively address future problems.