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1. Search help articles and tutorials provided in the Knowledge Base, which you can access in several different wayscan view in the Veson Nautical Help Center and access from the Veson IMOS Platform (VIP), IMOS, and Veslink Voyage Reporting.
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

The Technical Solutions team will respond to support issues submitted through the Help Center. If a case requires escalation, 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. For more information, see Using the Help Center.

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. 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, 2, 3, 4
3. Prod/Test: Is this a production issue or a test issue.
4. Version/Product: IMOS Version where issue exists or Veslink IMOS Platform
5. Frequency: How often does the issue occur? Does it occur across multiple scenarios? How many users?
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. 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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