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Customer Care Plus+ Programs

Equipped with the expertise and reliability of the VTCExpress.com Customer Care PLUS+ program, you can depend on us to expertly meet your organization's support needs, and budget. Customer Care PLUS+ combines our industry leading maintenance program with our manufacturer certified support technicians to deliver a level of support others fail to reach. By taking advantage of the convenience and flexibility of Customer Care PLUS+, you will receive:

  • VTC Express' exclusive in-house services and resources, in combination with manufacturer approved hardware and software coverage
  • A single source of support for multiple manufacturers
  • The option of three service levels, Preferred, Preferred On-Site or Exclusive, customized to accommodate your unique needs and business environment

Selecting Your Program

See our chart comparing service levels below » By selecting a VTCExpress.com Customer Care PLUS+ program, you're guaranteed a comprehensive level of expertise and support, no matter your location.

Preferred

Interested in operational support to compliment your internal support resources? From unlimited technical support, comprehensive hardware and software coverage and annual business reviews, our Preferred program caters to your essential needs.

Preferred On-Site

Preferred coverage included, our Preferred On-site program adds the addition of on-site repair technicians to assure efficient and expedited repair of your facilities is covered at all of your locations.

Exclusive

The only thing better than fixing a problem quickly is preventing one from happening in the first place. Designed to minimize the need for internal support resources, our Exclusive program provides you with the security of maximum coverage, including a dedicated customer service and engineering team, account reporting and trend analysis, training, operational support services, pro-active device monitoring/problem resolution and a wealth of other crucial services. Exclusive customers are provided the "White Glove treatment," ensuring the maximum protection for their investment.

  Preferred Preferred On-Site Exclusive
Unlimited Technical Phone Support (Business Hours) + + +
Unlimited Technical Phone Support (24 x 7 x 365)     +
Advanced Parts Replacement + + +
Software Updates & Upgrades + + +
Escalation Support + + +
On-Site Service/Support   + +
Online Service Ticket Portal + + +
Version Control     +
Account Reporting & Trend Analysis*     +
Dedicated CSR & CSE Team     +
Quarterly Account Reviews     +
Annual Business Review + + +
Add/Move/Change Management     +
Remote Training     +
Failover Resources**     +
Proactive Site Monitoring and Alerts*     +
Network SLA Monitoring*     +
Customizable Marketing/Training Material     +

* Some information requires direct device access for data collection over an IP network connection or the Internet.

** Applies to network infrastructure devices such as multipoint control units and PSTN Gateways. Resource availability limited to the port density and feature capability of the device under repair.

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