To create a support request, perform the following steps:
1. Click Support > Create Support Request from the Document Exchange tab.
The Create support request page is displayed.
2. Select High, Critical, or Low from the Priority drop-down list.
3. Enter the problem in the Details section.
4. Click Choose File if you want to select and add an attachment (for example, a screen shot).
4. Click Send to send your support request form.
When the support form is sent, it will be registered in the Causeway support system. You will receive an e-mail confirmation of its receipt. Following the receipt of your issue, the support request will be allocated to the Tradex technical staff with the appropriate skill set for diagnosis and resolution.
You must be aware that the Causeway support service provides for diagnosis and resolution of faults caused by the Tradex system. Where transactions fail because trading partners are sending incorrect data, it does not fulfil the defined mapping requirements or the receiver’s validation and business rules then a charge will be made for diagnosis of this type of problem.
You can also send your support requests through e-mail to [email protected].