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Troubleshoot

If there is an issue with this OI Software you are unable to resolve, please follow the standard Technology Operations procedure to log a support ticket.

Submit a ticket using the portal at https://itsupport.oceaninfinity.com or email support@oceaninfinity.com.

Please include all relevant detail, for instance:

  • A screenshot of the problem
  • The precise time (hh/mm/ss) of when the problem happened
  • A detailed description step by step of what was done so the team can replicate the problem

If this is an operationally blocking issue, we recommend the usage of APV's software until the issue can be fixed (see Open APV software). If this is not possible and consequently the issue needs to be fixed to prevent operational downtime, please register an emergency P1 ticket.

You must call IT directly (020 8075 3905) after submitting a P1 ticket. If raising a P1 incident via email, the subject line should be prefixed with "P1".

An IT Operations Engineer will ask you to cite the ticket ID (emailed to you on generation of the ticket), review the impact and if agreed to be a genuine IT related P1 Incident they will begin troubleshooting. All progress will be logged in the ticket, which you can monitor and update at https://itsupport.oceaninfinity.com.

It is important that you can be reached for critical tickets in case more information or assistance is required.