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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Accessing Help
It is preferred that a client follows these steps before sending an issue to Technical Solutions:
- Search help articles and tutorials provided in the Knowledge Base, which you can access in several different ways.
- 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
We recommend submitting Veson Nautical support tickets through the Help Center, including all relevant issue details and attachments.
The Technical Solutions team will respond to support inquiries. 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 Help Center
Veson Nautical offers a centralized Help Center, through which clients can self-service with help articles and tutorials or contact support.
In the Help Center, 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.
Creating an Account
To sign up for the Help Center:
- Go to the "Sign up" page.
- Enter your email address and then click Send Link. You will receive an email with further instructions to access the Help Center.
Logging In
To log in:
- Go to the "Log in" page.
- Enter your Email and then click Next.
- Enter your Password and then click Log in.
Resetting Your Password
To reset your password:
- Go to the "Log in" page.
- Enter your Email and then click Next.
- Click Forgot your password? You will receive an email with further instructions to reset your password.
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.
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 Help Center 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 Help Center 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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