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The below information will assist with defining how tickets are categorized and prioritized, ensuring resolution is achieved appropriately.

Ticket Categories

Services covered by Veson Support consists of Support Inquiries, Defects, and Suggestions.

Support

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Inquiries

Support inquiries are troubleshooting questions regarding standard use of the Veson IMOS Platform or , IMOS, and other Veslink 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.

Support Priority Setting

Detailed Service License Agreement (SLA) information is available at Veson IMOS Platform Subscription and Services for the Veson IMOS Platform. To discuss targeted resolution times further reach out to your Account Manager.

Identifying Engagement Opportunities

Resource time to examine Support Inquiries are typically not billable. If issues indicate material time to research and respond or the need for additional training or consulting, Veson Support will connect the Client with Professional Services and Account Management to discuss options for a Project Request or billable services engagement.

Defects

A defect is assigned to Development Bugs reports may be submitted via the Help Center and are assigned to Veson Engineering only after being evaluated by Software by Veson Support Analysts. Priority is set initially by the client in the Help Center and further discussed between Technical Solutions and the clientrefined directly with Veson Support. Once a defect is fixed, the case ticket is assigned to Quality Assurance for testing. Resource time for defects is not billable and falls under the maintenance agreement.

Suggestions

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

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Project Requests

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Release

Clients are notified of an available fix directly through the corresponding ticket.

Veson IMOS Platform (VIP): Clients using VIP will see the changes directly within the platform per our Continuous Release process. See more here regarding Veson Nautical Policies.

IMOS: Clients can use the Client Center to download their full build maintenance release.

Priority Setting

Detailed Service License Agreement (SLA) information is available at Veson IMOS Platform Subscription and Services for the Veson IMOS Platform. To discuss targeted resolution times 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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When the customer provides a suggested priority, the item is reviewed by Technical Solutions and priority set appropriately. Direct communication with the client ensures the expectations are correct. The below table provides common examples.

For more detailed information please review the Veson IMOS Platform Subscription and Services.


Definitions

Priority 1 (Critical)

  • Consistent system crash

  • Product not accessible, widespread login failure

  • Critical database failure

  • Critical financial impact due to message service failure or widespread defect

  • No reasonable workaround

Priority 2 (High)

  • Defect that blocks or limits core workflow across all users

  • Blocking task or calculation discrepancy with moderate urgency

  • Interface failure points degrading standard integrations

  • Major feature defect that blocks critical operations

  • A minor error that requires a time-sensitive fix due to critical project phase

  • No reasonable workaround

Priority 3 (Medium)

  • Minor defect that decelerates operations

  • Minor financial impact, a workaround is available

Priority 4 (Low)

  • Low priority defect or UI issue, a workaround is always available

  • Low-frequency issue difficult to reproduce

  • General feature degradation

Veson Targeted Resolution Time

12 Hours

30 Days

120 Days

Future Release

Examples

Many, all users are not able to login and the platform has been slow throughout the work day.

Messaging Service is failing for 24 hours impacting critical financial integration processes.

End of month procedures are blocked with no workaround due to system crash in accrual generation and business is blocked across all departments until resolved.

All users are receiving database errors when saving voyages and cannot proceed with updating operational data across Veslink or the Voyage Manager.

Performance of accrual generation or core financial reporting is degraded and is delaying our standard procedures across departments.

The interfacing of important business data is failing and needs to be rectified within a few days or it will impact financial reporting.

A database error occurs when attempting to generate an a substantial payment to counterparties.

Bunker calculations are incorrect for more than one voyage leading to substantial profit and loss errors.

Error in voyage estimation functionality that impacts integrity of calculations across all users.

Platform performance is degraded intermittently for all users across core functions (lists, views, forms).

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

Release

Clients are notified of the fix when it is available through the corresponding support ticket.

IMOS: Clients can use the Client Center to download their maintenance release.

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Suggestions

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. As we plan our investment in new functionality our Product Team evaluates requests against the following criteria - general applicability, size and complexity, and alignment with our existing strategy and roadmap.

Project Requests

A Project Request would include a scenario where a client has a desire to collaborate with Veson Nautical resources extensively. Or in the situation where Veson Support sees that the Client has a clear need for training or other services based in the content of tickets reported through the Help Center. This more robust collaboration requires additional requirements gathering and SME discussion. To discuss further reach out to your Account Manager to discuss further engagement.

  • 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)