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1. Search help articles and tutorials provided in the Knowledge Base, which you can access in several different ways.
2. Release Notes are published regularly to detail improvements being made to the product. You can review by a specific date range or product area to see what's being improved.
3. Verify the issue with your local Project Owner, System Admin, Business Process Owner (BPO), or Super User.

Reporting Issues

We recommend submitting Veson Nautical support tickets through the Help Center, including all relevant issue details and attachments.

The Technical Solutions team will respond to support inquiries. If a case requires escalation, Veson Nautical follows an 64258154.

Veson Nautical uses Atlassian Jira Service Desk as an issue tracking platform. During your implementation, our Project and Support Team personnel will provide an introductory training on how to best interact through this issue tracking platform.

Using the Help Center

Veson Nautical offers a centralized Help Center, through which clients can self-service with help articles and tutorials or contact support.

In the Help Center, you can:

• Search for documentation, videos, and release notes in the Knowledge Base.
• Contact Veson Nautical about issues, suggestions, and user education needs.
• Monitor open support cases and share them with colleagues.

Creating an Account

VIP Owners can create an account to manage support requests for their team.

To sign up for the Help Center:

1. Go to the "Sign up" page.
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2. Enter your email address and then click Send Link. You will receive an email with further instructions to access the Help Center.

Logging In

To log in:

1. Go to the "Log in" page.
2. Enter your Email and then click Next.
   
3. Enter your Password and then click Log in.

Resetting Your Password

To reset your password:

1. Go to the "Log in" page.
2. Enter your Email and then click Next.
   
3. Click Forgot your password? You will receive an email with further instructions to reset your password.

Using the Client Center

IMOS enterprise clients can log in to the Veson Nautical Client Center to access IMOS release, Distances release, and license file downloads. A reminder that all support issues and Knowledge Base materials are managed through the Help Center and not the Client Center.

Calling Veson Nautical Offices

As a full service support team, our doors are always open. If necessary, a phone call may be required. Please note that this is a secondary method of contact due to the absence of a tracking number. If this method is used, the customer still needs to submit a ticket via the Help Center or email. It is preferred that the customer sends this notification to ensure we have all the issue details necessary from the business. This ensures accountability and a documented communication path.

Issue Details

It is essential that Software Support Analysts gather the proper information necessary to resolve a customer inquiry. Below outlines the suggested criteria that all customers should provide to reduce resolution time for a given issue:

1. Category: Inquiry, Defect, Feature Request
2. Priority:
   1. Extreme: Priority A
   2. Major: Priority B
   3. Minor: Priority C 
   4. Cosmetic: Priority D 
3. Prod/Test: Is this a production issue or a test issue.
4. Version #: Environment where issue exists.
5. Frequency: How often does the issue occur? Does it occur across multiple scenarios?
6. Current Result: Briefly describe the issue and what the current result is.
7. Steps to Reproduce: Include vessel/voyage if possible, step by step list of how to reproduce the problem from a user perspective.
8. Expected Result: In addition to steps to reproduce, how does the customer expect the product to behave?
   *Screenshots: Preferred method is attaching or copy/pasting images into the Help Center inquiry or email. Another method is sending a MS Word or MS Excel document explaining steps to reproduce.
   *Special Instructions: Any extra detail regarding communication sent from Veson Nautical regarding the reported issue. Also, include any previous correspondent or discussions with another Veson Nautical employee (such as a consultant).

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A defect is assigned to Development only after being evaluated by Software Support Analysts. Priority is determined basis discussions between set initially by the client in the Help Center and further discussed between Technical Solutions and the client. Once a defect is fixed, the case is assigned to Quality Assurance for testing.

Release

Clients are notified of the fix when it is available in a release on the Client Center. Clients using the Veslink IMOS Platform through the corresponding support ticket.

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

Veslink IMOS Platform: Clients using VIP will see the changes directly within the platform per our Continuous Release process. Clients are notified via their support ticket for all products when the resolution is available. See more here regarding Veson Nautical Policies.

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Project Requests

As we plan our investment in new functionality, our Product Team evaluates feature requests against the following criteria – general applicability, size and complexity, and alignment with our existing strategy and roadmap. A Project Request would include the a scenario where a client has a desire to collaborate with Veson Nautical resources extensively. More This more robust request, collaboration requires additional requirements gathering & SME discussion, may require monetary investment. These can be reported through the Help Center.

• Redesign of major workflow
• New module or major functionality idea
• Interest to start collaborative project with Services (Project Management, Consulting) & 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 and mandatory response times.

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