Content Comparison

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).