Difference between revisions of "How to contact us"
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* '''Join''' to your request some '''screen shots''' showing the error messages encountered | * '''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 ? ,...'' | * 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 '''sending service problem''', please send us the ''.err'' file, the ''.properties'' file and the ''log\wrapper.log'' | * In case of a '''sending service problem''', please send us the ''.err'' file, the ''.properties'' file and the ''log\wrapper.log'' | ||
Latest revision as of 15:54, 15 November 2022
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
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 sending service problem, please send us the .err file, the .properties file and the log\wrapper.log