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Continuous Release Products

  • Veson IMOS Platform (IMOSVIP), Oceanbolt, Veslink Distances, Q88, VMS, Milbros, VesselsValue.

  • IMOS On-Prem is outside of the Continuous Release process and clients can use the Client Center to download their full build maintenance release.

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For the Veson IMOS Platform (IMOSVIP), detailed Service License Agreement (SLA) information is available at Veson IMOS Platform Subscription and Services. For all other Veson Products, please reach out to your Account Manager to discuss targeted resolution times further.


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

15 Days

120

60 Days

Future Release

Examples

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

Major Services Engine (i.e. Messaging Service) is failing for 24 hours impacting critical financial integration processes.

All users are receiving database errors when saving voyages and cannot proceed with updating operational data.

Performance of accrual generation or core financial reporting is degraded and is delaying our standard procedures across departments. End of month procedures are blocked with no workaround due to a system error.

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).

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Root Cause Analysis

After a significant incident has transpired Veson Engineering uses a RCA (Root Cause Analysis) mechanism to uncover multiple opportunities to mitigate risk and prevent incidents. If an incident warrants a client-facing RCA explanation then it will be provided via Veson Support through the applicable support ticket. Generally RCA investigations are conducted within 7 business days and within 48 hours for system wide stability events.

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We greatly value and appreciate feedback from our community and suggestions are processed through our Feature Board. 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. If a Support or Bug ticket is categorized as a suggestion, Veson Support will guide the client on what steps to take.

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