Description
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Reporting Issues
Accessing Help
It is preferred that a client follows these steps before sending an issue to Technical Solutions:
- Search help documentation provided in the Veson Knowledge Base. This can be accessed from within the Veslink IMOS Platform by clicking on
.- Tutorials are available to help you familiar yourself with navigating the product and accessing Help.
- Veslink IMOS Platform 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.
Emailing support@veson.com
The method of contact is sending an email to support@veson.com; this 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.
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 send an email to support@veson.com. It is preferred that the customer sends this notification to ensure we have all the details necessary from the business. This ensures accountability and a documented communication path.
Veson Nautical is using Atlassian JIRA Service Desk as an issue tracking platform. This offers a Client Portal which allows customers to submit, interact, and view all their issues. During your implementation our Project and Support Team personnel will provide an introductory training on how to best interact through this issue tracking platform.
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 email sent to support@veson.com. 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).
Download the sample template (Veson Support Template.oft) or copy and paste to email:
Category
<insert text>
Priority
<insert text>
Prod/Test
<insert text>
Version #
<insert text>
Frequency
<insert text>
Current Result
<insert text>
Steps to Reproduce
Vessel/Voyage: <insert text>
1.
2.
3.
4.
5.
Expected Result:
<insert text>
Non-IMOS Cases
Knowledge Base Case Submission
For all issues concerning the Knowledge Base, please submit a case to support@veson.com. The Technical Solutions team will resolve a majority of these cases. If a case requires escalation, Technical Solutions will assign the case to the Knowledge Base Administrator, Judy Sheldon.
Client Center Case Submission
For all issues concerning the Client Center, please submit a case to support@veson.com. The Technical Solutions team will resolve a majority of these cases. If a case requires escalation, Technical Solutions will assign the case to Tim Skalaban.
Processing & Resolving
Defects
Resource time for defects is not billable and falls under maintenance agreement.
An Extreme defect is an error that renders the software inoperative or causes such software to interrupt business processes. Such errors require immediate attention.
A Major defect is an error that substantially degrades the software or restricts a customer's use of the software. Emergency fixes for such issues are released to the customer as soon as possible depending on the severity expressed by the customer. There is typically no reasonable workaround.
A Minor defect is an error that causes a minor impact on the customer's use of the software. A temporary workaround typically exists for a minor defect. Items are assigned for fixing in the next scheduled release and the client is notified.
A Cosmetic defect is something simple such as a spelling error or a field name change. These, like minor defects, do not need immediate fixes. Items are assigned for fixing in a future release and the client is notified.
A defect is assigned to Development only after being evaluated by Software Support Analysts. Priority is determined basis discussions between Technical Solutions and the client. Once a defect is fixed, the case is assigned to Quality Assurance for testing. Clients are notified of the fix when it is available in a release on the Client Center.
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Resource time for Non-contracted Features is not billable and falls under maintenance agreement. Resource time for Contracted Features is billable.
Contracted Features are changes to the base IMOS functionality that require significant development time. For this process, reference the Veson Nautical Client Engagement Process.
Non-contracted Features include regular maintenance activities. This includes new port request to the Distance Tables, features included as part of internal roadmap development, and other improvement features.
Client Engagement Process: For system changes that are appropriate for customization, before further evaluation, estimation, and a Statement of Work (SOW), Veson informs the client that any work from that point on is billable as T&M. Efforts will hold until the client decides to proceed. If not, the case is closed or the request assigned to the Product Management for analysis and review.
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Resource time to examine Inquiries and Suggestions are typically not billable. If issues indicate material time to research and respond, or the need for additional training or consulting, Technical Solutions may request permission from the client to proceed with billable efforts. For this process, reference the Veson Nautical Client Engagement Process.
An Inquiry from a customer is regarding general use of IMOS, Veslink, or other products. If an inquiry transforms into a defect or feature request then they are processed as such. If an inquiry is identified as product training, then Veson will request permission to continue as a billable engagement.
A Suggestion is a feature not contracted through Statement of Work or included in the Veson Nautical roadmap for implementation. These are assigned to Product Management for analysis and review.
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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.
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Priority 1: (A - Critical)
- Consistent system crash
- Product not accessible
- Login failure
- Critical application or database failure
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Priority 2: (B - High)
- Profit and Loss errors
- Major financial impact (blocking task or calculation discrepancy)
- Interface failure
- Major feature defect that blocks critical operations
- Minor error that requires a time sensitive fix due to critical project phase
- No reasonable workaround.
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Priority 3: (C - Medium)
- Minor feature defect that decelerates operations
- Minor financial impact, workaround is available
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Priority 4: (D - Low)
- Low priority defect or UI issue, workaround is always available
- Low frequency issue difficult to reproduce
- General feature degradation
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Veson Targeted Resolution Time
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12 Hours
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30 Days
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Next scheduled release
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Future release
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Emergency Fix
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Immediate Fix, all commercially reasonable efforts on a continuous basis
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Within 30 days, all commercially reasonable efforts on a continuous basis
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None.
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None
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Permanent Fix
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In next release following emergency fix
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In next release following emergency fix
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Next scheduled release
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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.
The below diagram describes Veson Nautical's escalation steps regarding client assistance. 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-A & 2-B Defects
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1. Software Support Analysts
Escalate below after 3 hrs.
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2. Regional Support Leaders
APAC (Singapore) May Poh mpoh@veson.com
EMEA (London) Penelope Moutafidou pmoutafidou@veson.com
Americas (Boston) Brant Wilkinson bwilkinson@veson.com
Escalate below after 2 hrs.
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3. Director of Technical Solutions
Brian Berry brian@veson.com
Escalate below after 2 hrs.
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4. Account Manager*
Escalate below after 1 hrs.
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5. Vice President, Professional Services
Jesse DiIanni jdiianni@veson.com
Escalate below after 1 hrs.
*All customers have an assigned Account Manager after project completion.
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The below documents provides guidelines and details on the Veson Nautical Support Process by which Veson Support resources will perform their responsibilities to service our clients.
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