After further review we’ve identified the cause for our service disruption on Friday, September 26th.  User authentication to our applications had a dependency on a system database that became unavailable; we have since removed this dependency to restore service and prevent a recurrence. We recognize the resulting higher-than-normal call volume led to delayed support responses and, for some customers, a message that "All lines are busy." We are continuing to work with our vendors to determine the database's root cause and are exploring enhancements to our VIP Help Center to improve our response capacity during any future incidents. Additionally, users can always visit status.vtinfo.com for the most up-to-date information.