Difference between revisions of "How to contact us"

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<div style="text-align: right; direction: ltr; margin-left: 1em;">[[Comment nous contacter|French]] [[Fichier:french.jpg|Accéder à la partie française|link=Comment nous contacter]]</div>
= Technical support =


== Technical Contacts ==
The '''Client Support & Operations Desk''' team stays available '''Monday to Friday from 8 a.m. to 6 p.m.''' to assist you or answer any technical questions concerning the use of the different Fundsquare / e-file services.


The '''SDI''' team (''Service Deployment and Installation'') stays at your disposal to assist you or answer any technical questions concerning the use of the different Finesti/e-file services.
<br>
Feel free to contact us directly by '''phone''' or '''sending an e-mail''' <u>following the below recommendations</u> to fasten the response delay.
Feel free to contact us directly by '''phone''' or '''sending an e-mail''' <u>following the below recommendations</u> to fasten the response delay.
<br><br>
:::::<u>Help Desk e-file / Finesti</u><br>
:::::Tel : (+352) 47 79 36 '''211'''<br>
:::::e-mail : '''sdi@bourse.lu'''




== Functional contacts ==


The '''CRM''' team (''Customer relationship management'') is at your disposal for any business request.  
'''<u>Client Support & Operations Desk</u>'''
 
Phone +352 28 370 '''211'''
 
'''[mailto:cso.desk@fundsquare.net cso.desk@fundsquare.net]'''
 
<br><br>
<br><br>
:::::<u>CRM e-file / Finesti</u><br>
:::::Tel : (+352) 47 79 36 '''330'''<br>
:::::Fax : (+352) 26 26 51 69<br>
:::::e-mail : '''info@finesti.com'''


= How to describe a problem =


== Linked web sites ==
<b>The e-mail is a good way to get rapid assistance </b> to a specific problem. <br>
Therefore we invite you to :


:::::*[http://www.e-file.lu www.e-file.lu]
* '''Explain''' the situation as '''precisely''' as possible : ''what do you want to do ? which module are you using ? which username are you using ? what are you doing when the problem occurs ? ''
:::::*[http://www.finesti.com www.finesti.com]
* '''Join''' to your request some '''screen shots''' showing the error messages encountered
:::::*[http://www.bourse.lu www.bourse.lu]
* Ensure you '''send as much information as possible''' : ''system, java and web browser versions, using citrix or not, if there have been changes on your side, are you the only person affected ? ,...''
* In case of a '''java problem''', we would like to ask you to <b>[[Transmission_Module#Advanced_tab|complete your request with the java console logs]]</b>
* In case of a '''sending service problem''', please send us the ''.err'' file, the ''.properties'' file and the ''log\wrapper.log''


[[Category: FAQ e-file]]


<span id="recommandations"> </span>
<br><br>
== How to describe a problem ==


<b>The e-mail is a good way to get rapid assistance </b> to a specific problem. <br>
= Linked web sites =
We therefore invite you to :


::* '''Explain''' the situation as '''precisely''' as possible
*[https://www.e-file.lu e-file]
::* '''Join''' to your request some '''screen shots''' reflecting the error messages encountered
::* Ensure you '''send as much information as possible'''. For example, clicking the 'details' or 'more' buttons as soon as you get such a button or confirming the user used to connect...
::* In case of a '''java problem''', we ask you as far as you can to <b>[[Category access#consJava|complete your request with the java console logs.]]</b>


*[https://www.e-file.lu/ECH e-file version 1 (previous site)]


*[https://www.fundsquare.net www.fundsquare.net]


[[Catégorie: FAQ e-file]]
*[https://www.bourse.lu www.bourse.lu]

Revision as of 10:17, 6 September 2018

Technical support

The Client Support & Operations Desk team stays available Monday to Friday from 8 a.m. to 6 p.m. to assist you or answer any technical questions concerning the use of the different Fundsquare / e-file services.

Feel free to contact us directly by phone or sending an e-mail following the below recommendations to fasten the response delay.


Client Support & Operations Desk

Phone +352 28 370 211

cso.desk@fundsquare.net



How to describe a problem

The e-mail is a good way to get rapid assistance to a specific problem.
Therefore we invite you to :

  • Explain the situation as precisely as possible : what do you want to do ? which module are you using ? which username are you using ? what are you doing when the problem occurs ?
  • Join to your request some screen shots showing the error messages encountered
  • Ensure you send as much information as possible : system, java and web browser versions, using citrix or not, if there have been changes on your side, are you the only person affected ? ,...
  • In case of a java problem, we would like to ask you to complete your request with the java console logs
  • In case of a sending service problem, please send us the .err file, the .properties file and the log\wrapper.log



Linked web sites