This document provides the guidelines and details on the Veson Nautical Support Process by which Software Support Analysts will perform their responsibilities and service clients:
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- Search help articles and tutorials provided in the Knowledge Base, which can be accessed from Veson Nautical solutions, the Support Portal, and the Client Center. For more information, see Accessing Help.
- 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
You can submit a support ticket to Veson Nautical, including all relevant issue details and attachments, using one of the following methods:
The Technical Solutions team will respond to support inquiries related to Veson Nautical solutions, the Support Portal, the Knowledge Base, and the Client Center. If a case requires escalation, Veson Nautical follows an Escalation Protocol.
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 Support Portal
Veson Nautical offers a centralized Support Portal, through which clients can self-service with help articles and tutorials or contact support.
In the portal, you can:
- Search for documentation, videos, and release notes in the Knowledge Base.
- Contact Veson Nautical about issues, suggestions, and user education needs.
- Monitor open support cases and share them with colleagues.
Sending an Email
If you send an email to support@veson.com, a ticket will appear in the Veson Nautical's internal tracking system. An automated response email provides a tracking number. The Software Support Analysts follows up with a response according to the priority setting. The auto response details instructions regarding how to update an existing case number.
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 Support Portal or email. 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:
- Extreme: Priority A
- Major: Priority B
- Minor: Priority C
- Cosmetic: Priority D
- Prod/Test: Is this a production issue or a test issue.
- Version #: Environment where issue exists.
- Frequency: How often does the issue occur? Does it occur across multiple scenarios?
- 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 Support Portal inquiry or email. 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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