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Search help articles and tutorials provided in the Veson Nautical Help Center. You can access the Help Center from the Veson IMOS Platform (VIP), IMOS, and Veslink Voyage Reporting.
Release Notes are published regularly to detail improvements being made to the product. You can review by a specific date range or product area to see what's being improved.
Verify the issue with your local Project Owner, System Admin, Business Process Owner (BPO), or Super User.
Reporting Issues
The Technical Solutions team will respond to support issues submitted through the Help Center. If a case requires escalation, Veson Nautical uses Atlassian Jira Service Desk as an issue tracking platform. During your implementation, our Project and Support Team personnel will provide introductory training on how to best interact through this issue tracking platform.
Using the Help Center
Veson Nautical offers a centralized Help Center, through which clients can self-service with help articles and tutorials or contact support. For more information, see Self-Service Help Center.
Using the Client Center
IMOS enterprise clients can log in to the Veson Nautical Client Center to access IMOS release, Distances release, and license file downloads. A reminder that all support issues and Knowledge Base materials are managed through the Help Center and not the Client Center.
Calling Veson Nautical Offices
As a full-service support team, our doors are always open. If necessary, a phone call may be required. Please note that this is a secondary method of contact due to the absence of a tracking number. If this method is used, the customer still needs to submit a ticket via the Help Center. It is preferred that the customer sends this notification to ensure we have all the issue details necessary from the business. This ensures accountability and a documented communication path.
Issue Details
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It is essential that Software Support Analysts gather the proper information necessary to resolve a customer inquiry. Below outlines the suggested criteria that all customers should provide to reduce resolution time for a given issue:
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VIP: Clients using VIP will see the changes directly within the platform per our Continuous Release process. See more here regarding Veson Nautical Policies.
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As we plan our investment in new functionality, our Product Team evaluates feature requests against the following criteria – general applicability, size and complexity, and alignment with our existing strategy and roadmap. A Project Request would include a scenario where a client has a desire to collaborate with Veson Nautical resources extensively. This more robust collaboration requires additional requirements gathering and SME discussion. These can be reported through the Help Center.
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Redesign of major workflow
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New module or major functionality idea
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Support from a customer is regarding the general use of IMOS, Veslink, or other products. If an inquiry transforms into a defect or feature request then they are processed as such. If an inquiry is identified as an opportunity for larger training investment, then Veson will request permission to discuss it as a Project Request.
Feature Suggestion We greatly value and appreciate feedback from our community. Please add your suggestion to our Feature Board where your idea will be visible to the public community for voting and comments. Click here to access the Feature Board
While submission to the Feature Board does not guarantee or represent a delivery commitment, the Veson Product team reviews the most popular items on a regular basis. New features are selected and scheduled based on a number of factors, not just popularity.
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We greatly value and appreciate feedback from our community. Please add your suggestion to our Feature Board where your idea will be visible to the public community for voting and comments. Click here to access the Feature Board
While submission to the Feature Board does not guarantee or represent a delivery commitment, the Veson Product team reviews the most popular items on a regular basis. New features are selected and scheduled based on a number of factors, not just popularity.
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As we plan our investment in new functionality, our Product Team evaluates feature requests against the following criteria – general applicability, size and complexity, and alignment with our existing strategy and roadmap. A Project Request would include a scenario where a client has a desire to collaborate with Veson Nautical resources extensively. This more robust collaboration requires additional requirements gathering and SME discussion. To discuss further reach out to your Account Manager.
Redesign of major workflow
New module or major functionality idea
Interest to start a collaborative project with Services (Project Management, Consulting) and Product (Design, Engineering)
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