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.
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Creating an Efficient Ticket
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Refrain from reopening and reusing old tickets that have been closed unless the provided solution does not fully resolve the matter or if the issue persists.
Escalation Protocol
For Priority 1 issues we recommend the normal issue submission process is followed including additional priority information to help us better handle your escalation. During non-business hours, after you submit your issue we recommend calling our 24 Hr Support Line and noting that you have submitted a critical issue. Our 24 Hour Support Line will escalate your issue according to priority and provide direct phone access if necessary. If you call our regional offices, you will be routed through our automated escalation system. 24 Hour Support Line: +1.617.723.2727