Customer Services
VITA's customer service offers 24 hours a day, 7 days a week, 365 days a year technical support for your operators. We are here to support you whenever you need it.
24/7 Service & Support
Our technicians offer 24 hours, 7 days a week, 365 days a year technical support to our customers as issues have a tendency to occur outside of the 9 to 5 timeframe in a given time-zone.
We have established a global infrastructure with clients in multiple nations to deliver the services and assistance your team requires when you need it most. Take comfort in the fact that all of our support and maintenance services are offered with your regulatory compliance standards in mind, ensuring that your operations are performing as intended and up to par.
For assistance, visit www.vitadetection.com or get in touch with VITA directly at support@vitadetection.com or by phone at
1-844-306-VITA (1-844-306-8482)
Customer Support
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We presently provide three levels of customer assistance, each with a 24/7 worldwide help desk staffed by qualified and skilled technical support personnel.
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Internally accessible Level-1 Support Service is offered as part of operator training.
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Local VITA-trained representatives in the country provide Level-2 Support Service.
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Our technical staff members or your VITA Academy trained staff members can work with you one-on-one to provide Level 1 and Level 2 support services. These 2 tiers of diagnostic support pinpoint the majority of faults' causes, enabling prompt requests for replacement parts or system patches.
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As the manufacturer, our service engineering team provides Level-3 Support Services.
Remote Diagnostics & Servicing
With our simplified hardware setup, sophisticated software-first design, and proprietary operating system, VITA's systems require far less maintenance and servicing than other scanners. Remote diagnosis and resolution allows us to determine issues without ever sending a technician on site.
All VITA™ systems are set up to enable our technical professionals to diagnose and resolve problems remotely, reducing downtime and idle equipment.
A worldwide network is necessary since security is a universal concern. We are dedicated to providing extensive after-sales assistance and have clientele in multiple nations. To accomplish this, regardless of where you are, we maintain the critical infrastructure required to quickly diagnose and resolve problems remotely.
Our remote servicing teams can assist you in getting your machine operational as quickly and effectively as having one of our professionals on-site.
Our proprietary OS has built-in remote access functions, so our specialists and technicians can:
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Identify and diagnose hardware and software problems.
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Fix software issues through specialized patches created by our engineers.
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Determine which components could require replacement.
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Update your systems frequently to keep them all current, including libraries.
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Typically give you a fix for software problems within a few hours.
Online Service Portal
Our new upcoming web-based platform allows you to manage and track your service requests, warranty status, and spare parts orders.
The VITA Platform is our cutting-edge web-based platform created to give our clients a convenient way to carry out the following tasks:
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Submitting a service request (open a ticket)
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Real-time updates for the service ticket
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Comment on or discuss the service ticket
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Add images and videos to the service ticket
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Follow up on sent parts
We made VITA Platform mobile-friendly so that you may access it from either a computer or a smartphone.
Training
You and your team will receive customized training when purchasing a VITA Detection system regardless of the program you choose. More than user manuals and spec sheets, we offer interactive online and or in-class training, as well as on-site training to help your team effectively operate and maintain the system.
Training Advantages
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Experts from VITA, including local representatives, lead every course.
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For operator training, entire classrooms can be configured with VITA's proprietary OS installed.
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It is possible to get documentation in English. Please contact us to discuss your needs as we routinely fulfil particular language requests.
VITA ACADEMY™
Multi-module courses are available from VITA ACADEMY and can be taken on-site, online utilising our VITA proprietary OS software.
Each module is taught by a highly qualified and experienced specialist who customize the training to fit the security requirements and realities of your firm.
Operator Education
The operator training program makes sure that your team can run our systems with assurance. Throughout their whole career, they will be taught how to operate VITA security screening systems securely and to their fullest capacity.
The course is organised around thorough explanations and step-by-step examples. After completion, your personnel will be capable of doing fundamental level 1 technical support on their own for your own systems.
Supervisor/Administrator Module
A customised program known as the supervisor/administrator module gives select staff members knowledge of enhanced user privileges and how to use them.
Before digging further into supervisory system navigation controls, this course's framework includes a fundamental operator part. With the help of VITA's proprietary OS super-user controls, they will learn how to target possible dangers at a more sophisticated level.
Maintenance & Troubleshooting Training
This thorough training program is the next step in operator education and will equip your staff with broad maintenance, operation, preventative, and calibration skills.
An extensive hands-on approach is used in this training to provide a complete grasp of VITA products and their features. Additionally, it equips your team to deliver elementary level 1 and level 2 technical help internally.
Aftercare & Support
In addition to our regular warranty, we provide a number of packages that are tailored to the market, making sure that your screening systems are functional and compliant. Each of our packages was created to provide you the freedom to select the services that will best benefit your team and offer the assistance required to maintain successful security operations.
VITASTART™ is intended to be a simple launch program. For the purpose of assisting with the installation, commissioning, and startup of your system, we've developed this software with a variety of scenarios in mind.
These scenarios include the prerequisites for a new installation as well as recommissioning our system while preparing to migrate.
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Basic site assessment
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Radiation analysis
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Machine calibration (re)test
Our personnel can make sure that your VITA security screening equipment is safe to use if you need to move it to a different place.
VITA Service™
VITA service offers optional upgrades to your warranty and service plan. Add-ons consist of such bundles as:
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maintenance assistance
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annual precautionary measures (based on regional regulations)
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emergency assistance
You can further tailor each VITA Service add-on to suit your requirements. Regardless of the location, we guaranty a swift response time.
VITA EXTEND™
In addition to our regular warranty, VITA EXTEND™ offers extended warranties on all of our systems to protect your equipment. With this choice, your chosen service plan may be maintained for an extra two to five years.
You have the choice to continue receiving advantageous servicing rates based on your warranty plan with this service.
VITA OPTIONS™
The most popular VITA Service options were used to create VITA OPTIONS™, which are all-in-one packages. These packages, which combine system updates, regular on-site maintenance visits, and more, can be provided for terms of two to five years.
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Silver
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Gold
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Platinum
VITA OPTIONS™, our most complete packages, give you the option to select a level of service and warranty term that best supports your security operations at the most affordable price.
Warranty
For all of our systems, VITA provides a standard one-year warranty on parts and factory labour. Your VITA security screening system is guaranteed to be free of hardware and software flaws by our one-year manufacturer's warranty.
Access to our global client web portal, fundamental technical help over the phone, instruction, maintenance, and parts support are all included in our standard warranty. Never be reluctant to contact one of our service technicians; we are here to assist you!
To fit your demands, we now provide a variety of extended warranties that can extend your coverage for up to 5 years.