Difference between revisions of "How to contact us"

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== Technical support ==
= Technical support =


The '''Helpdesk''' team stays at your disposal to assist you or answer any technical questions concerning the use of the different Fundsquare / e-file services.  
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''' <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.
Line 7: Line 7:




:::::'''<u>Helpdesk</u>'''
'''<u>Client Support & Operations Desk</u>'''


:::::Phone +352 28 370 '''211'''
Phone +352 28 370 '''211'''


:::::'''[mailto:helpdesk@fundsquare.net helpdesk@fundsquare.net]'''
'''[mailto:cso.desk@fundsquare.net cso.desk@fundsquare.net]'''


== Business support ==
<br><br>


The '''Client Service Management Team''' team is at your disposal for any business request.
= How to describe a problem =


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


:::::'''<u>Client Service Management Team</u>'''
* '''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
:::::Phone +352 28 370 '''330'''
* 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>
:::::'''[mailto:clientservice@fundsquare.net clientservice@fundsquare.net]'''
* 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]]


== Linked web sites ==
<br><br>


= Linked web sites =


:::::*[https://e-file.lu/ECH/EN/accueil/accueil.jsp? e-file v1]
*[https://www.e-file.lu e-file]
:::::*[http://www.e-file.lu/e-file e-file v2]
:::::*[http://www.fundsquare.net www.fundsquare.net]
:::::*[http://www.bourse.lu www.bourse.lu]


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


<span id="recommandations"> </span>
*[https://www.fundsquare.net www.fundsquare.net]


== How to describe a problem ==
*[https://www.bourse.lu www.bourse.lu]
 
<b>The e-mail is a good way to get rapid assistance </b> to a specific problem. <br>
We therefore invite you to :
 
::* '''Explain''' the situation as '''precisely''' as possible
::* '''Join''' to your request some '''screen shots''' reflecting the error messages encountered
::* Ensure you '''send as much information as possible'''
::* In case of a '''java problem''', we would like to ask you to <b>[[Category access#consJava|complete your request with the java console logs]]</b>
 
 
 
[[Category: FAQ e-file]]

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