Maintenance Ticket Process

VMS Co. Field Engineers (FE) will take over the management of each maintenance case, should an issue or fault occur. Please follow the below steps to enable us to expedite the optimal solution and resolution for your servers.

The fastest way to get your server fixed is to raise a CASE ticket.

Please use the login details provided from when the server was supplied. The link takes you to our service partner PROCURRI.

Please have the reference number or service tag of your server to hand. From this point, our Field Engineer-based, proactive support process takes over.

• A Field Engineer contacts the customer to help diagnose the issue and resolve it if possible.
• If this is not possible, the Field Engineer begins the Case Action Plan.
• The Field Engineer confirms replacement parts and schedules a site visit for repair.
• The Field Engineer will work with the customer engineer to locate the system on site and gain access.
• The Field Engineer will confirm with the customer engineer that the system will be worked on.
• No system shutdown will take place without prior customer approval and will only be implemented by the customer's engineer.
• The Field Engineer will complete the replacement parts fix and make any necessary system re-start procedures.
• The Field Engineer will receive approval from the customer that the system is working, prior to leaving site.

• The process is repeated if the initial fix is unsuccessful.

   

  We aim to have your server fixed as soon as possible, with minimal fuss.