Simulator & Software support


General information

The Maritime Simulation & Software Group aims at supporting all simulators, software and solutions provided by MARIN.

Due to the high-tech nature of some of our products and the limitations on the availability of experts, the extent and responsiveness of support will depend on the specific product purchased and the accompaning service level agreement (SLA).

In general we recognize three types of support:

  • Aftersales support:
    This support is provide as integral part of the purchase of an MSG product (number of hours, availability and responsiveness are defined as part of our quotations). Requests can be directed to the contact person that assisted you with the purchase or support@marin.nl;
  • Bugs & feature requests:
    To keep improving quality, MARIN is always interested in feedback on their products.
    To facilitate and organise feedback, MARIN has introduced the MARIN Issue Tracking System (MITS). MITS is an online ticket tracking system that helps you and MARIN to keep track of feedback for software and simulator products (for more detail see Facilities & Tools below).
    Please note that the response on MITS issues will depend on your service level agreement and the availability of experts at that time. Moreover, a login and password is required to use the system. Please contact the responsible product manager or support@marin.nl for more details;
  • Expert support:
    This support is provided as additional service related to the use of software. Availability, extent and responsiveness of this expert support will depend on the product purchased, your service level agreement and availability of experts at that time. Requests can be directed to support@marin.nl or the contact person provided as part of the service level agreement (SLA). You can also use the MARIN Issue Tracking System.
    Please note that Bugs & feature requests may also be promote to this level of support when they are related to the use of the tools instead of the functionality.
We will further formalise support policies starting from 1st of January 2011 onwards. Most clients will have been contacted with respect to service level agreement (SLA) prior to this moment. If this is not the case or you have further questions, please contact support@marin.nl.

Facilities & Tools
The Maritime Simulation & Software Group is finalising work on a new support tool called MARIN Issue Tracking System (MITS).

MITS is an online ticket tracking system that helps you and MARIN to keep track of feedback for software and simulator products. It is based on JIRA by Atlassian enabling you to provide remarks, bugs and feature requests as issues in the tracking system.

MITS Dashboard MITS Dashboard
You require a login and password provided by MARIN for use of this system (please contact the responsible product manager or support@marin.nl for more details).

When you submit an issue, e-mails are received by responsible persons within the MARIN organisation to take action. In addition, you receive e-mails of every change in status of the issue.

For more details on the use of MITS please visit the documentation on the MARIN wiki site: MITS wiki.

Contacts
For support questions other than bugs & feature requests please feel free to contact support@marin.nl.

For other questions the MSG Department can be reached as follows:

Maritime Simulation & Software Group
2, Haagsteeg
P.O. Box 28
6700 AA Wageningen
The Netherlands

Phone+31 317 49 32 37
Fax +31 317 49 32 45
E-mail msg@marin.nl

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