Getting help

Contact

If you encounter problems or if the answer you are looking for is not provided in here, please get in touch with your operational department:

Aberdeen	Den Helder	Great Yarmouth	Trinidad
UK Operations	SNS Pool Services	GY Shipping	N/A
operations-uk@onepeterson.com Telephone number: +44 1224 288650	snspoolservices@snspool.com Telephone number: +31 223 685230	gyshipping@onepeterson.com Telephone number: +44 7887 877715	N/A
N/A	The department is available during office hours (06:00 -22:00 CET). Outside office hours they can be reached only for questions blocking operations that need to be solved before the next office opening.	N/A	N/A

Aberdeen

Den Helder

Great Yarmouth

Trinidad

UK Operations

SNS Pool Services

GY Shipping

N/A

operations-uk@onepeterson.com

Telephone number: +44 1224 288650

snspoolservices@snspool.com

Telephone number: +31 223 685230

gyshipping@onepeterson.com

Telephone number: +44 7887 877715

N/A

The department is available during office hours (06:00 -22:00 CET). Outside office hours they can be reached only for questions blocking operations that need to be solved before the next office opening.

N/A

More infromation about the support guidance can be found in topic Application Support Guidance.

Please be aware they will use the following questionnaire to determine the cause of your issues.

1. Contact information

This information is required to feedback any solution or in the case additional information regarding the issue is required.

a. What is your email address?

b. What is your phone number?

2. Working Location

a.Are you in your usual working location?

b.Where you able to use the application in this environment before?

3. Access to the application

a.Can you log into the application?

b.What is the url (address of the web page) of the application you are using? Can you send this by mail?

c.What is your user name?

d.What screen do you see? Can you send a screenshot?

e.What functionality / menu options is / are available?

f.Do you get an error message? If so, what is the message and can you send a screen shot?

g.Are fields empty where you expect values? If so, which fields are included?

h.Press Ctrl+F5 to force the browser cache to refresh. Does this solve the problem?

4. Application

a. What is the url (address of the web page) of the page where you encounter the issue?

b. What is the Sailing in which you encounter the issue (cluster name, offshore installations part of the sailing, day of sailing, direction, the setting for 'Bulks required')

c. What were the steps taken until you encountered the issue?

d. What do you want to achieve?

e. Have you been successful in taking this action before?

5. Network connection

a.Do you use a Citrix connection? If so, what is the url of the connection? Please send this by mail.

b.Do you have a working internet connection? Can you go to google.com and search for the prime minister of your country? What is the result?

c.What browser are you using? Chrome, Internet Explorer, Safari, etc? In most browsers a 'tools' option is available in the top right corner where you have information about the browser you are using.

d.What version of the browser are you using?

6. Hardware

a.What hardware are you using? PC, Laptop, Tablet, Phone?

b.What is the operating system of the hardware? For example iOS, Windows, Android, etc.)

c.Are you using a WiFi connection or do you have a network cable plugged in?