Frequently Asked Questions - CAI Managed Services
Below are some frequently asked questions for your reference. If you aren’t finding what you need, you can always submit a Helpdesk ticket or contact CAI for support.
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How Do I Get Support?
1
Submit a Helpdesk ticket
There are a few ways to submit a ticket:
1. Click the below link:
support.unitedvetcare.com
2. Email support@unitedvetcare.com
3. Find the ticket icon on your computer’s desktop and double-click it
4. Locate the Helpdesk ticket through The Hub
2
Call CAI directly
The Helpdesk is staffed 24 hours a day, 7 days a week. To reach the Helpdesk, call: 561-710-4357
3
Escalate an Issue
If you have submitted a Helpdesk ticket and still need support, please contact Genevieve Stapleton at genevieve.stapleton@unitedvetcare.com
What Support Does CAI Provide?
4
Support Provided by CAI Includes:
• IT Helpdesk
• WIFI Issues
• Password Resets
• PIMS Support
• Network Outages & Issues
• Phone & Internet Issues
• Computer Hardware Issues
• Data Backup & Recovery
• Cabling & Connection Issues
• New User Setup
• Remote Desktop
• X-Ray, Spec / ER Technology
• Application Support & Access Requests
• Email Issues & New Requests
• New Hire Equipment & Access
• Equipment Returns / eWaste
• Deactivations / Terminations
• Security Camera Issues / Access
What Support Does CAI NOT Provide?
5
Security Alarms
If you are having issues your security alarm, please contact your alarm company for support.
6
Some Phones
CAI will always be willing to take your call and help you troubleshoot, however, if you have an existing relationship with your phone provider that works for you, we are not requiring you to work through the Helpdesk.
What Happened to Tickets I Already Submitted?
7
Pre Go-Live
Existing tickets have migrated over to CAI and are being worked by the new team.
8
Post Go-Live
New tickets flow directly to CAI for resolution.
Existing MSP Support
9
Notification of Service Termination
UVC IT has canceled all existing contracts with existing MSPs and will no longer be paying these vendors for services.
10
Can I Use an MSP – Other Than CAI – for IT Support?
No. All IT Helpdesk and Support functions are now supported by CAI.
How Does My Hospital Pay for Support?
11
Helpdesk Support Costs
It does not cost the hospital anything to contact the Helpdesk.