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Support inquiries are troubleshooting questions regarding the standard use of all Veson Products.
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Initial Response Time: After initial submission, the Help Center will send a confirmation notification immediately to ensure proper tracking. Veson Support analysts target an initial response time to all support inquiries within 12 hours of ticket creation.
Resolution Time: Veson Support triages incoming tickets basis priority and creation time within the Help Center. For non-urgent inquiries, Veson Support analysts aim to provide a suitable resolution within 3 to 5 business days.
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Bug reports may be submitted via the Help Center and are assigned to Veson Engineering only after being evaluated by Veson Support. Priority is set initially by the client in the Help Center and further refined directly with Veson Support. Once a defect is fixed, the ticket is assigned to Quality Assurance for testing. Resource time for defects is falls under the maintenance agreement.
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Continuous Release Products
Veson IMOS Platform (VIPIMOS), 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 (VIPIMOS), 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.
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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.
Suggestions
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Our product roadmap and investment in our platform is oriented to solving the largest challenges our clients face while ensuring we are delivering a high-quality user experience to our clients.
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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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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.
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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 on 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 in starting a collaborative project with Services (Project Management, Consulting) and Product (Design, Engineering)