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Working with Veson Nautical
Working with Veson Nautical
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This document provides the guidelines and details on the Veson Nautical Support Process by which Software Support Analysts will perform their responsibilities and service clients.

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Accessing Help

It is preferred that a client follows these steps before sending an issue to Technical Solutions:

  1. 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.

  2. 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.

  3. 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:

  1. Category: Support Inquiry, Defect

  2. Priority: Select one of the following:

    • 1-Critical: Application down or major defect affecting business and high number of users

    • 2-High: Serious degradation of application performance or functionality with financial impact

    • 3-Medium: Application defect with moderate impact to the business and workaround

    • 4-Low: Minor defect, cosmetic or with limited business impact

  3. Prod/Test: Production issues typically are higher impact than test

  4. Version/Product: IMOS version where the issue exists or VIP

  5. Frequency: How often does the issue occur? Does it occur across multiple scenarios? How many users does it affect?

  6. Current Result: Briefly describe the issue and what the current result is.

  7. Steps to Reproduce: Include the vessel/voyage, if possible, and a step-by-step list of how to reproduce the problem from your perspective.

  8. Expected Result: In addition to steps to reproduce, how do you expect the product to behave?

    • Screenshots: The preferred method for sharing screenshots is to attach or copy/pasting images into the Help Center. Another method is to send a Microsoft Word or Excel document explaining the steps to reproduce the issue.

    • Special Instructions: Add any extra detail regarding the reported issue. Also, include any previous correspondence or discussions with another Veson Nautical employee (such as a consultant).

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