Who is this article for?

Customers requiring support with the Maritime suite of solutions.

Active Support contract is required.

Our services encompass both system usage and implementation guidance, along with troubleshooting any issues you may encounter.

You can access support through Ideagen Help by submitting a ticket 24 hours a day, 7 days a week, or by reaching out via telephone or email during our operating hours.

1. Support process

1.1. Triage

Our Support team operates a risk-based triage process to prioritise requests.

This is based on the impact on end users and the severity of the issue or query, as defined by the person reporting the issue.

*Impact is defined as follows:

• Catastrophic - Complete loss of services and work cannot reasonably continue.
• Critical - Significant loss or degradation of services, and work can continue in an impaired manner.
• Moderate - Moderate loss or degradation of service, but work can reasonably continue.
• Minimum - Little to no loss of services, but requires attention.

1.2. Exceptions

If a fix cannot be provided within the target time, an estimate will be provided.

Exceptions to the resolution time may include:

• Software Issues (e.g. bugs, defects, design issues)
  Turnaround time and delivery method of software fixes or changes is based on the severity of the issue.
  Should your issue be confirmed as requiring development input, the Support team will provide an estimate as to when the issue will be resolved by way of solution update or workaround. Your support case will remain open until the issue is resolved.
• Enhancements
  Enhancement or wish list requests to make changes to the solution will be reviewed on a case by case basis.
• General queries (e.g. software queries, usability questions)
  Where there is no set problem to be fixed, the support request will be treated as a P4.

2. Support process overview

Select your solution below to download a more detailed documentation of the support process.