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  1. Search help documentation provided in the Veson Knowledge Base. This can be accessed from within the Veslink IMOS Platform by clicking on .
    1. Tutorials are available to help you familiar yourself with navigating the product and accessing Help help.
  2. Veslink IMOS Platform 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.

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For all issues concerning the Knowledge Base, please submit a case to support@veson.com. The Technical Solutions team will resolve a majority of these cases. If a case requires escalation, Technical Solutions will assign the case to the Knowledge Base Administrator, Judy SheldonLaura Burns.

Client Center Case Submission

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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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Priority 1: (A - Critical)

  • Consistent system crash
  • Product not accessible
  • Login failure
  • Critical application or database failure

Priority 2: (B - High)

  • Profit and Loss errors
  • Major financial impact (blocking task or calculation discrepancy)
  • Interface failure
  • Major feature defect that blocks critical operations
  • Minor error that requires a time sensitive fix due to critical project phase
  • No reasonable workaround.

Priority 3: (C - Medium)

  • Minor feature defect that decelerates operations
  • Minor financial impact, workaround is available

Priority 4: (D - Low)

  • Low priority defect or UI issue, workaround is always available
  • Low frequency issue difficult to reproduce
  • General feature degradation

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 release

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