Providing Top-Notch Support: UniVista’s Approach to Service Requests



Delivering exceptional customer service has always been UniVista’s top priority. We understand your staff’s requirements for uninterrupted productivity, and therefore, want to ensure that your organization’s needs are addressed both comprehensively and efficiently. UniVista takes pride in our support department’s consistent record of providing quick resolutions to a vast majority of your support tickets within a few hours of receiving them. This commitment to speedy assistance is a testament to our dedication to you.

Regardless of our best efforts, occasionally more complex service tickets will take more than a single day to resolve. Requests such as new PC installations, computer refurbishments, or tickets that require 3rd party vendor support may take longer as they are dependent upon the schedules of organizations outside of UniVista; this requires additional time and planning to be successful.

When UniVista is working on a complex ticket request on your behalf, the quality and speed of our service is largely dependent upon the information we’re provided from both your organization and your chosen vendor.  If your organization plans on purchasing systems directly from a 3rd party vendor and not from UniVista, we’d prefer you include UniVista in the process by providing us with the system specifications, along with the delivery timeframes. First, we want to ensure any new device fits the needs of your business. Additionally, we want to adequately plan for the deployment by ensuring appropriate resources are available when needed. Without proactive notice and planning, you run the risk of new system deployment delays, or the systems you purchased will have to be returned because they were not adequate for your employees’ needs.

If you purchase systems directly through UniVista, all phases of integration, from system specifications to order tracking through deployment, are managed efficiently and seamlessly. As a result, UniVista’s Support Department is kept informed throughout the order-to-delivery process and installation time is allocated based on expected arrival dates. Additionally, purchase history and warranty information is also tracked when purchased through UniVIsta. This helps to ensure that in the event of a service request from the manufacturer, we are able to assist.

Unfortunately, system deployment tickets are not the only type of tickets that can run longer than desired. Lately there have been several challenges when dealing with vendors and third-party support. These challenges can be as minor as increased wait times, or as great as changes in a vendors support hours, necessitating additional charges for after-hours support. While these factors are beyond our control, we are committed to minimizing any inconvenience they may cause you. To speed up the navigation of any of these roadblocks, our technicians may occasionally ask you for documentation regarding your contract or agreements with particular vendors, or may even ask to be authorized by the vendor to assist on your behalf.

In our previous communications, we highlighted the importance of including UniVista in your year-end plans, along with additional communications regarding our after-hours services. Please let us know if you need a review of those two previous communications.  Additionally, please contact us at [email protected], if you have any questions. Your partnership in the process is critical in ensuring UniVista delivers outstanding results and meets your expectations.


If a Business Stopping issue arises, please make sure to call UniVista’s support team at 512-832-6209. Calling our support team will guarantee a faster response.

UniVista wants your experience with us to always be positive and hassle-free. If you have any feedback, please continue to submit it through our survey process.  Your ongoing feedback is always considered as we continue to improve our processes.  Thank you for choosing us as your trusted technology partner.