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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
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& Outage Process
Escalation
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
Outages
Veson Nautical conducts routine maintenance typically on a monthly basis. During maintenance, the Veson IMOS platform may be temporarily unavailable. The schedule for routine maintenance is posted within our Knowledge Base for clients. To provide clients with real-time notifications and reporting on maintenance or outages, the Veson Statuspage is available. Users can subscribe to the Veson Statuspage for updates, and select their preferred notification method from either email, text, or RSS feed.
The VIP continuous release cycle allows for safe enhancements of the platform with limited interruption to the user base. Release Notes are posted in the VIP Knowledge Base detailing defect correction, new features, or other client impacting changes. To assist key users with major functionality enhancement awareness, the What’s New publication highlights the biggest impact features we recommend clients review to get the most out of their VIP solution. Where applicable, Veson can leverage configuration settings to ensure that major new functionality is not enabled automatically. This allows the client to review the What’s New or Release Notes before they decide to enable a feature.