Difference between revisions of "How to contact us"
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Therefore we invite you to : | Therefore we invite you to : | ||
* '''Explain''' the situation as '''precisely''' as possible : what do you want to do ? which module are you using ? what are you doing when the problem occurs ? | * '''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 | * '''Join''' to your request some '''screen shots''' showing the error messages encountered | ||
* Ensure you '''send as much information as possible''' | * 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 '''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]] | [[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
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