Difference between revisions of "How to contact us"

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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.


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


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


:::::'''[mailto:cso.desk@fundsquare.net cso.desk@fundsquare.net]'''
'''<u>Client Support & Operations Desk</u>'''


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


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


<br><br>


= 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 e-file]
* '''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 ? ''
:::::*[https://e-file.lu/ECH e-file version 1 (previous site)]
* '''Join''' to your request some '''screen shots''' showing the error messages encountered
:::::*[http://www.fundsquare.net www.fundsquare.net]
* 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 ? ,...''
:::::*[http://www.bourse.lu www.bourse.lu]
* 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]]


<br><br>


= Linked web sites =


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


= How to describe a problem =
*[https://www.e-file.lu/ECH e-file version 1 (previous site)]
 
<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
*[https://www.fundsquare.net www.fundsquare.net]
::* '''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>[[Transmission_Module#Advanced_tab|complete your request with the java console logs]]</b>


[[Category: 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