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.
Creating an Efficient Ticket
Be clear, concise, and precise
A critical stage in a case is its initial description so that our support team has sufficient understanding of the issue at hand, thus eliminating the need for further interrogation or web meetings.
Providing reproduction steps with actual and expected experiences will expedite our support team’s investigation by illustrating the exact issue. This information can help us quickly determine the appropriate next steps.
Below outlines the suggested criteria and details to consider when submitting a ticket. Providing this during initial creation will reduce the overall resolution time substantially.
Category: Support Inquiry, Defect, or Suggestion Issue Categorization & Resolution
Priority: Carefully select from the available priority options, read more about priority definitions and expected resolution times at Issue Categorization & Resolution
Prod/Test: Production issues typically are higher impact than test
Version/Product: State if the issue is with VIP or IMOS
Frequency: How often does the issue occur? Does it occur across multiple scenarios? How many users does it affect?
Current Result: Briefly describe the issue and what the current result is.
Steps to Reproduce: Include the vessel/voyage, if possible, and a step-by-step list of how to reproduce the problem from your perspective.
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).
Attachments
Providing clear screenshots and recordings can be as valuable as the initial case description itself. When attaching documentation, such as Excel or Word files, ensure that the documentation is organized and easy to understand.
Avoid sharing attached e-mail threads and instead summarize these conversations by highlighting key points.
Tips for Increasing Resolution Time
Replying to the ticket
Clients can respond by logging into the portal directly or by replying to the latest email notification received from Veson Support.
Handling a change in priority
By correctly establishing urgency of an issue during the initial submission Veson Support will ensure prompt resolution.
If priority can be modified to do an existing solution, Veson Support will provide these workarounds and discuss a change in priority.
In the event that the severity of an existing issue increases we understand this and want to prioritize accordingly. To enhance the speed of this process we ask that clients provide clear and concise business reasoning for the change in situation and include this information when replying to the existing ticket.
Responding to time sensitive tickets
Veson Support monitors further responses to cases for all priorities. For higher priority issues, we anticipate continuous communication to make quick progress. Lengthy gaps in correspondence may imply that priority has changed. In certain situations where no further correspondence has been received our team will follow up to discuss lowering priority.
One ticket for each issue
We ask that our clients limit each ticket to one issue rather than combining multiple non-related issues into one ticket.
Refrain from reopening and reusing old tickets that have been closed unless the provided solution does not fully resolve the matter or if the issue persists.
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