VITA Customer Care Center (VCCC) Contact information

The VCCC is your single point of contact for all information technology support issues. To contact the VCCC, use any of the following methods:

Commonwealth of Virginia customers have options when it comes to computer-related questions or issues. Contacting the VITA Customer Care Center (VCCC) is just one path to a solution. There are also do-it-yourself tools to reset a password or submit and track tickets, and a library of articles and instructions to answer questions.

Click here to learn more about the VCCC.

 

DIY (Do-It-Yourself) for common IT issues

Check the status of a ticket

To check the status of a ticket, please visit the VITA Service Portal.

Self Service Passwords

To reset your password use the FIM online password reset tool. If you have never used FIM before, please click the registration link below. Otherwise click on "Reset Your Password".

Account Requests

To request an account modification, please visit the service catalog within the VITA Service Portal.

If you are unable to access the VITA Service Portal

VITA customers without Commonwealth of Virginia (COV) accounts (including some local government customers) or customers who are unable to gain access to the portal, may order services and request accounts by sending an e-mail to the VITA Customer Care Center (VCCC) service desk.

 

Report an incident / Request service

*Please note: Email should not be used to report critical issues or outages impacting an agency. To report a critical issue, please call the VCCC directly.

For faster phone support

A VCCC analyst can often respond faster if you have the following information when you call:

  • For password resets or locked accounts you'll need your PIN (personal identification number) and data that verifies your eligibility
  • Your e-mail address and phone number
  • A description of the problem and whether it affects others in your office or on your team

 

Escalate concerns / Give feedback

For individual issues relating to a ticket please contact the VCCC directly and, if necessary, ask to speak with a supervisor.

If you believe your customer service issue is of higher severity than designated and want to escalate it, please contact your agency IT resource (AITR). Your AITR will work with VITA to request a change to the impact or urgency level.

You also can provide general feedback about IT services or specific feedback about the VCCC or VITA Service Portal by clicking on the "Feedback" link in the VITA Service Portal.