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The below information will assist with defining how tickets are categorized and prioritized, ensuring resolution is achieved appropriately.
Ticket Categories
Services covered by Veson Support consists of Support Inquiries, Bugs, and Suggestions.
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Support
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Inquiries
Support inquiries are troubleshooting questions regarding the standard use of the Veson IMOS Platform or other products. all Veson Products.
If an inquiry transforms into a defect bug or feature request suggestion then they are processed as such. If an inquiry is identified as an opportunity for larger training investment, then Veson will request permission to discuss it as a Project Request.
Support Priority & Resolution Guidelines
Support inquiries are typically not time-sensitive and are set as low priority by default. Veson Support will work with clients directly to discuss further priority changes if necessary.
Initial Response Time: After initial submission, the Help Center will send a confirmation notification immediately to ensure proper tracking. Veson Support analysts target an initial response time to all support inquiries within 8 hours of ticket creation.
Resolution Time: Veson Support triages incoming tickets basis priority and creation time within the Help Center. For non-urgent inquiries, Veson Support analysts aim to provide a suitable resolution within 3 to 5 business days.
Hours of Coverage: Hours of coverage are basis standard business days and include 9AM to 5PM Monday through Friday for the following time zones: United States Eastern (UTC-5), United Kingdom (UTC+0), Athens (UTC +2), Singapore (UTC+8).
Identifying Engagement Opportunities
Resource time to examine Support Inquiries are typically not billablewithin maintenance. If issues indicate material time to research and respond or the need for additional training or consulting, Veson Support will connect the Client with Professional Services and Account Management to discuss options for a Project Request or billable services engagement.
De-escalation Process
For all Clients, we should have a discussion with the Client and justify our reasoning for lowering the priority of a P1 – Critical, or P2 – High priority ticket. Our experienced Clients have knowledge of our different priorities, and we should work with the Client to understand the business impact of the issue before lowering the priority.
Defects
A defect is assigned to Development only after being evaluated by Software Support AnalystsPlease use the ‘Defect Priority Setting’ table to assist with justifying a priority. The Client should be provided with a detailed explanation of the de-scalation.
Once we receive the Client’s agreement, we can go ahead and change the priority level. If this becomes a difficult conversation with the Client, please reach out to TS Management to assist with the conversation.
In cases that is clear that the Client is not familiar with our processes where the wrong priority level has clearly been used, please go ahead and change the priority of the ticket providing a detailed explanation of the de-escalation.
We can utilize the canned response as a template, however further details would need to be added specific to the issue at hand.
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Bugs
Bug reports may be submitted via the Help Center and are assigned to Veson Engineering only after being evaluated by Veson Support. Priority is set initially by the client in the Help Center and further discussed between Technical Solutions and the clientrefined directly with Veson Support. Once a defect is fixed, the case ticket is assigned to Quality Assurance for testing. Resource time for defects is not billable and falls under the maintenance agreement.
Suggestions
We greatly value and appreciate feedback from our community. Please add your suggestion to our Feature Board where your idea will be visible to the public community for voting and comments. Click here to access the Feature Board
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Project Requests
A Project Request would include a scenario where a client has a desire to collaborate with Veson Nautical resources extensively. Or in the situation where Veson Support sees that the Client has a clear need for training or other services based in the content of tickets reported through the Help Center. This more robust collaboration requires additional requirements gathering and SME discussion. To discuss further reach out to your Account Manager.
Redesign of major workflow
New module or major functionality idea
Interest to start a collaborative project with Services (Project Management, Consulting) and Product (Design, Engineering)
Priority Setting
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.
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Release Procedures
Clients are notified of an available fix directly through the corresponding ticket. Changes are released directly within the platform per our Continuous Release process. See more here regarding Veson Nautical Policies.
Continuous Release Products
Veson IMOS Platform (IMOS), Oceanbolt, Veslink Distances, Q88, VMS, Milbros, VesselsValue.
IMOS On-Prem is outside of the Continuous Release process, and clients can use the Client Center to download their full build maintenance release.
Defect Priority Setting
For the Veson IMOS Platform (IMOS), detailed Service License Agreement (SLA) information is available at Veson IMOS Platform Subscription and Services. For all other Veson Products, please reach out to your Account Manager to discuss targeted resolution times further.
| Priority 1 (Critical)
| Priority 2 (High)
| Priority 3 (Medium)
| Priority 4 (Low)
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Veson Targeted Resolution Time | 12 Hours |
15 Days |
60 Days | Future Release |
Examples | Many, all users are not able to login and the platform has been slow throughout the work day. Major Services Engine (i.e. Messaging Service) is failing for 24 hours impacting critical financial integration processes |
. All users are receiving database errors when saving voyages and cannot proceed with updating operational data |
. | Performance of accrual generation or core financial reporting is degraded and is delaying our standard procedures across departments. End of month procedures are blocked with no workaround due to a system error. 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
Release
Clients are notified of the fix when it is available through the corresponding support ticket.
IMOS: Clients can use the Client Center to download their maintenance release.
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Root Cause Analysis
After a significant incident has transpired, Veson Engineering uses a RCA (Root Cause Analysis) mechanism to uncover multiple opportunities to mitigate risk and prevent incidents. If an incident warrants a client-facing RCA explanation, then it will be provided via Veson Support through the applicable support ticket. Generally, RCA investigations are conducted within 7 business days and within 48 hours for system-wide stability events.
Suggestions
Updates to the Veson Products occur on a continuous basis and are client and market-driven. We recommend you follow our What’s New and Release Notes articles from the Knowledge Base to ensure you are taking advantage of these.
Our product roadmap and investment in our platform is oriented to solving the largest challenges our clients face while ensuring we are delivering a high-quality user experience to our clients.
Submitting a suggestion
We greatly value and appreciate feedback from our community, and suggestions are processed through our Feature Board. Please add your suggestion to our Feature Board, where your idea will be visible to the public community for voting and comments. Click here to access the Feature Board. If a Support or Bug ticket is categorized as a suggestion, Veson Support will guide the client on what steps to take.
Feature Board evaluation process
While submission to the Feature Board does not guarantee or represent a delivery commitment, the Veson Product team reviews the most popular items on a regular basis. New features are selected and scheduled based on a number of factors, not just popularity. As we plan our investment in new functionality, our Product Team evaluates requests against the following criteria - general applicability, size and complexity, and alignment with our existing strategy and roadmap.
Monitoring your suggestion
The primary method to monitor your suggestion is checking the Feature Board post you previously created to review votes, activity, or a status change. If the information is available, the Veson Product team may reach out directly for additional input.
We are making extensive improvements to Veson Products on a continuous basis that are client and market-driven. You can follow our What’s New and Release Notes articles from the Knowledge Base to ensure you are up to date and taking advantage of these enhancements.
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Project Requests
A Project Request would include a scenario where a client has a desire to collaborate with Veson Nautical resources extensively. Or in the situation where Veson Support sees that the Client has a clear need for training or other services based on the content of tickets reported through the Help Center. This more robust collaboration requires additional requirements gathering and SME discussion. To discuss further reach out to your Account Manager to discuss further engagement.
Redesign of major workflow
New module or major functionality idea
Interest in starting a collaborative project with Services (Project Management, Consulting) and Product (Design, Engineering)