The Technical Solutions team will respond to support issues submitted through the Help Center. If a case ticket 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.
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Be clear, concise, and precise
A critical stage in a case ticket is its initial description so that our support team has sufficient understanding of the issue at hand, thus eliminating the need for further interrogation or web meetings.
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Category: Support Inquiry, Defect, or Suggestion Issue Categorization & ResolutionPriority
Priority: Carefully select from the available priority options, read more about priority definitions and expected resolution times at Issue Categorization & ResolutionPriority
Prod/Test: Production issues typically are higher impact than test
Version/Product: State if the issue is with VIP or IMOS
Frequency: How often does the issue occur? Does it occur across multiple scenarios? How many users does it affect?
Current Result: Briefly describe the issue and what the current result is.
Steps to Reproduce: Include the vessel/voyage, if possible, and a step-by-step list of how to reproduce the problem from your perspective.
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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Providing clear screenshots and recordings can be as valuable as the initial case ticket description itself. When attaching documentation, such as Excel or Word files, ensure that the documentation is organized and easy to understand.
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Veson Support monitors further responses to cases tickets for all priorities. For higher priority issues, we anticipate continuous communication to make quick progress. Lengthy gaps in correspondence may imply that priority has changed. In certain situations where no further correspondence has been received our team will follow up to discuss lowering priority.
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