Getting Support

Our support team can help with technical issues and how to questions. Expect a response within one business day. Resolution times will vary based on the type of issue. Hours are 8:00 am to 5:00 pm ET, except for the Holidays below. The team monitors support requests for critical issues outside of normal business hours. If you are seeing a critical issue, such as an inability to access the solution, please contact your Customer Success Manager as well, so the team can begin addressing the issue immediately.

Each customer can select three authorized support users. If you would like to review or change your authorized users, please contact your Client Success Manager. Note that tickets sent by unauthorized support users will not receive a response.

Authorized users can access support in the following ways:

• Knowledge Base: Select Submit a request from the Knowledge Base
• Email: Send an email to support.vfacility@tmasystems.com 

Authorized Users that would like to see the status for all of their tickets may login to this knowledge base and navigate to Profile > My Activities. If you are unsure of your password, perform a password reset and follow the instructions for access.

After Hours Emergency Outage Support

For Emergency Outage Support outside of the normal support hours mentioned above, please contact support by phone at 918-771-0318.

Holidays

The Virtual Facility offices will be closed on the dates listed below.  

Scheduled Maintenance

The Scheduled Maintenance Window occurs every other Thursday, 12:00 PM to 3:00 PM (Eastern Time). During this time, the solution may be unavailable and display a maintenance page stating the solution is undergoing maintenance. Additional, non-impactful updates to the Services may be released periodically throughout the week.