Veson Support will work to provide timely resolution of issues reported through the Help Center based on categorization and priority agreed to with the client during the initial ticket triage process.
The below information will assist with defining how tickets are categorized and prioritized, ensuring resolution is achieved appropriately.
Ticket Categories
Support Inquiries
Support inquiries may be generated regarding the use of the Veson IMOS Platform 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 an opportunity for larger training investment, then Veson will request permission to discuss it as a Project Request.
Resource time to examine Support Inquiries are typically not billable. 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.
Defects
A defect is assigned to Development only after being evaluated by Software Support Analysts. Priority is set initially by the client in the Help Center and further discussed between Technical Solutions and the client. Once a defect is fixed, the case 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
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.
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.
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)
|
Veson Targeted Resolution Time | 12 Hours | 30 Days | 120 Days | Future Release |
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
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.
VIP: Clients using VIP will see the changes directly within the platform per our Continuous Release process. See more here regarding Veson Nautical Policies.