The VCCC is experiencing a high call volume and customers may experience a fast busy signal. Alternative methods to contact the VCCC are suggested as follows:
VITA service portal: https://vccc.vita.virginia.gov/vita | Email the service desk: firstname.lastname@example.org
Telework resources are available.
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.
To check the status of a ticket, please visit the VITA Service Portal.
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".
To request an account or an account modification (change of access/permissions, including deletions and deactivations), please visit the service catalog within the VITA Service Portal. Most account request items are located in the COV account request category. Some account request items are also located in the Mainframe services category.
Note that the provision of accounts for new access to legacy billing systems (for bills produced prior to July 1, 2019) may be restricted. For more information, see VITA Billing information.
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 email to the VITA Customer Care Center (VCCC) service desk, or by calling the VCCC at (866) 637-8482.
*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.
A VCCC analyst can often respond faster if you have the following information when you call:
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.