Step by step

EUP support process (1/9) EUP

01 Purpose of the document

This procedure describes the process for Vessel IT Service Request* and Vessel IT
Incidents** via the EUP and via email***
*Vessel IT Service Request - in case a user needs something such as an access to an
application, hardware or software request, or a question to support.
**Vessel IT Incidents - in case there is a bug or an error message, or when an application
which used to work does not work anymore.
*** This procedure is applicable only if the vessel internet is unavailable

02 Scope of the document

This procedure applies to all owned vessels.

03 General information
All Vessel IT Service Request and Incidents should be raised ONLY by EUP.
Do not write to ho.fleetsupport@cma-cgm.com as the mailbox will not be monitored
from 30.04.2023.

04 END USER PORTAL (EUP)

You shall report Vessel IT Request and Incidents via the EUP.
The URL is https://cma.service-now.com/next_gen_it

Note:

➢ EUP is accessible only with Microsoft account

o Master - vessel@cmaships.com
o Captain - cpt.vessel@cmaships.com
o Chief Officer - choff.vessel@cmaships.com
o Chief Engineer - cheng.vesselE@cmaships.com
o 2nd engineer - 2eng.vessel@cmaships.com

➢ Users shall use Google Chrome browser. Other browsers are not fully compatible
with EUP.
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EUP support process (2/9) EUP

04 END USER PORTAL (EUP)

1. VESSEL IT SERVICE REQUEST

If you require a to request service or material related to vessel IT, raise a Vessel IT Service
Request in EUP, upon logging you shall:

❑ Click on “I need something” for Vessel IT Service Request

❑ Click on “VESSEL IT REQUEST”

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EUP support process (3/9) EUP

04 END USER PORTAL (EUP)

2. VESSEL IT INCIDENT

If you require a to report incident related to vessel IT, raise a Vessel IT IncIdent in EUP,
upon logging you shall:

▪ Click on “Something is broken” for Vessel IT Incident

▪ Click on “VESSEL IT INCIDENT”

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EUP support process (4/9) EUP

04 END USER PORTAL (EUP)

3. VESSEL IT SERVICE REQUEST / INCIDENT via portal search

What: Type “vessel it” on the portal search to select a request or incident form.
Who: End user

What: Select one of the forms (whatever your need).

Who: End user
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EUP support process (5/9) EUP

04 END USER PORTAL (EUP)

4. VESSEL IT SERVICE REQUEST / INCIDENT submission

What: Filling IT Vessel Request or Incident form on the portal.

Who: End user

What: Email and Manager selections can be ignored

Who: End user

Note: All fields with * are mandatory.

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EUP support process (6/9) EUP

04 END USER PORTAL (EUP)

4. VESSEL IT SERVICE REQUEST / INCIDENT submission

4.1. Category and Subcategory selection

What: Select a Category among the list What: Select a Subcategory among the list
(subject to your need) (subject to your need)
Who: End user Who: End user
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EUP support process (7/9) EUP

04 END USER PORTAL (EUP)

4.2. Short description, Subject and Priority selection

What:
• Write a short description of the issue
(pls make a sentence!)
• Describe your issue: clearly detail
your needs or difficulty faced.
Who: End user

What: Select a Priority*

Who: End user

What: Write a Subject using following format

Vessel Name / XXXX / VESSEL IT / Issue description
ROUT - routine
IMP - important
URG - urgent
Ex. CMA CGM TANGER / ROUT / VESSEL IT / SkyFile Mail is not working
* VESSEL IT – this keyword is mandatory to indicate that this is vessel it related
issue
Who: End user

What: Add attachments if needed then submit the ticket, ex. screen shots, reports, or
any other files.
Who: End user

Click to submit the request

▪ Upon submission, the user is notified by an email with the request number.

Note: * Priority indicates the business impact with respect to your request. Resolution time is also
depending on the selected priority. While analyzing the ticket, if the selected priority is not
appropriate, the support agent will amend and notify the vessel.
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EUP support process (8/9) EUP

05 Vessel IT Support via Email

This procedure section is applicable only if the vessel internet is unavailable.

Vessel IT Request or Incidents should be sent to EUP email id: cma@service-now.com

It is mandatory to use the subject with your existing email Subject template:

Vessel Name / Urgency (ROUT or IMP or URG) / VESSEL IT / Short description

VESSEL IT – this keyword is mandatory to indicate that this is vessel it related issue

Note:
▪ Once the email request is acknowledged by the office, you will be notified by an
email with the request number.
▪ Do not copy ho.fleetsupport@cma-cgm.com as the mailbox will not monitored
from 30.04.2023.

06 VESSEL IT SUPPORT FLOW CHART

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EUP support process (9/9) EUP

07 THE SUPPORT TEAMS for VESSEL IT Support

7.1. For any Vessel IT Support

Please note that Vessel IT Support Team is working 5/7 from 08:00 to 18:00
• HO Marseille (UTC+1 in Winter) and (UTC+2 in Summer)
• Singapore (UTC+7 in Winter) (UTC+8 in Summer)
• US (UTC-5 in Winter) and (UTC-4 in Summer)

7.2. In Case of Urgency

1. Please follow the procedure and raise EUP Ticket
2. During nonworking hours/days, weekends/public holidays contact Marlink
Support 24/7/365
• Email servicedesk@marlink.com
• EMEA +33 (0)1 70 48 98 98
• Americas +1 (310) 616-5594 and +1 855 769 39 59 (Toll Free)
• Asia Pacific +65 64 29 83 11
3. Update your EUP ticket with Marlink Ticket number.