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Working with Veson Nautical
Working with Veson Nautical
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  1. 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.

  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 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

Excerpt

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, or Feature Request

  2. Priority: Select one of the following:

    • 1-Critical: Application down or major defect affecting business and high number of users

    • 2-High: Serious degradation of application performance or functionality with financial impact

    • 3-Medium: Application defect with moderate impact to the business and workaround

    • 4-Low: Minor defect, cosmetic or with limited business impact

  3. Prod/Test: Is this a production issue or a test issue?

  4. Version/Product: IMOS version where the issue exists or VIP

  5. Frequency: How often does the issue occur? Does it occur across multiple scenarios? How many users does it affect?

  6. Current Result: Briefly describe the issue and what the current result is.

  7. Steps to Reproduce: Include the vessel/voyage, if possible, and a step-by-step list of how to reproduce the problem from your perspective.

  8. Expected Result: In addition to steps to reproduce, how do you expect the product to behave?

    • Screenshots: The preferred method for sharing screenshots is to attach or copy/pasting images into the Help Center. Another method is to send a Microsoft Word or Excel document explaining the steps to reproduce the issue.

    • Special Instructions: Add any extra detail regarding the reported issue. Also, include any previous correspondence or discussions with another Veson Nautical employee (such as a consultant).

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For more detailed information please review the Veson IMOS Platform Subscription and Services.

Examples


Definitions

Priority 1 (Critical)

  • Consistent system crash

  • Product not accessible

  • Widespread login failure

  • Critical database failure

  • Critical financial impact due to message service failure or widespread defect

  • No reasonable workaround

Priority 2 (High)

  • Defect that blocks or limits core workflow across all users

  • Blocking task or calculation discrepancy with moderate urgency

  • Interface failure points degrading standard integrations

  • Major feature defect that blocks critical operations

  • A minor error that requires a time-sensitive fix due to critical project phase

  • No reasonable workaround

Priority 3 (Medium)

  • Minor defect that decelerates operations

  • Minor financial impact, a workaround is available

Priority 4 (Low)

  • Low priority defect or UI issue, a workaround is always available

  • Low-frequency issue difficult to reproduce

  • General feature degradation

Veson Targeted Resolution Time

12 Hours

30 Days

120 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.

24 Hour Support Line: +1.617.723.2727

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Priority 1 & 2 Defects

Software Support Analysts are ready to assist. Please submit your issue via our Help Center and select the applicable priority.

Access the Help Center

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Priority 1 & 2 Defect Guidelines

To better assist priority setting through the Help Center please see the below examples. The importance of accurate priority setting is integral to efficient resolution of defects and Veson Nautical Support strongly asks that our clients exercise caution when generating Priority 1 or 2 tickets.

Priority

Priority 1 - Critical

Priority 2 - High

Examples

Many, all users are not able to login and the platform has been slow throughout the work day.

Messaging Service is failing for 24 hours impacting critical financial integration processes.

End of month procedures are blocked with no workaround due to system crash in accrual generation and business is blocked across all departments until resolved.

All users are receiving database errors when saving voyages and cannot proceed with updating operational data across Veslink or the Voyage Manager.

Performance of accrual generation or core financial reporting is extremely degraded and is delaying our standard procedures across departments.

The interfacing of important business data is failing and needs to be rectified within a few days or it will impact financial reporting.

A database error occurs when attempting to generate an a substantial payment to counterparties.

Bunker calculations are incorrect for more than one voyage leading to substantial profit and loss errors.

Error in voyage estimation functionality that impacts integrity of calculations across all users.

Platform performance is degraded intermittently for all users across core functions (lists, views, forms).