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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 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
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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:
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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.
For more detailed information please review the Veson IMOS Platform Subscription and Services.
| Priority 1 (Critical)
| Priority 2 (High)
| Priority 3 (Medium)
| Priority 4 (Low)
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Veson Targeted Resolution Time | 12 Hours | 30 Days | 120 Days | Future Release |
Escalation Protocol
For Priority 1 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 Defect Guidelines
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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 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). |
Escalation Protocol
For Priority 1 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
Software Support Analysts are ready to assist. Please submit your issue via our Help Center and select the applicable priority.