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- Search help articles and tutorials provided in the Veson Nautical Help Center. You can access the Help Center from the Veson IMOS Platform (VIP), IMOS, and Veslink Voyage Reporting.
- 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.
- 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 Self-Service 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:
- Category: Inquiry, Defect, Feature Request
- Priority: 1, 2, 3, 4
- Prod/Test: Is this a production issue or a test issue.
- Version/Product: IMOS Version where issue exists or VIP
- Frequency: How often does the issue occur? Does it occur across multiple scenarios? How many users?
- Current Result: Briefly describe the issue and what the current result is.
- Steps to Reproduce: Include vessel/voyage if possible, step by step list of how to reproduce the problem from a user perspective.
- 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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Resource time for defects is not billable and falls under maintenance agreement.
- Priority 1: An A Critical defect is an error that renders the software inoperative or causes such software to interrupt business processes. Such errors require immediate attention.
- Priority 2: A High defect is an error that substantially degrades the software or restricts a customer's use of the software. Emergency fixes for such issues are released to the customer as soon as possible depending on the severity expressed by the customer. There is typically no reasonable workaround.
- Priority 3: A Medium defect is an error that causes a minor impact on the customer's use of the software. A temporary workaround typically exists for a minor defect. Items are assigned for fixing in the next scheduled release and the client is notified.
- Priority 4: A Low defect is something simple such as a spelling error or a field name change. These, like minor defects, do not need immediate fixes. Items are assigned for fixing in a future release and the client is notified.
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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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For more detailed information please review the Veson IMOS Platform Subscription and Services.
Priority 1 (Critical)
| Priority 2 - (High)
| Priority 3 - 3 (Medium)
| Priority 4 - (Low)
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Veson Targeted Resolution Time | 12 Hours | 30 Days | Next scheduled release | Future release | |
Emergency Fix | Immediate Fix, all commercially reasonable efforts on a continuous basis | Within 30 days, all commercially reasonable efforts on a continuous basis | None. | None | |
Permanent Fix | In next release following emergency fix | In next release following emergency fix | Next scheduled release | Future release190 Days | Future Release |
Escalation Protocol
For Priority 1-A 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.
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