Support services

Support helpdesk

When you need solutions to problems, you need the reassurance of a knowledgeable technical support team that delivers efficient solutions. Euraplan support executives have years of experience, thus customer satisfaction is incredibly high.

Euraplan’s Support Helpdesk delivers a range of services for its clients from initial installation through to general daily queries. It also offers the best possible advice to help users perform ad hoc operations with any Euraplan software.

Our Support Executives have excellent knowledge and understanding of the pensions software facilities available and can appreciate varying types of a queries.

With the majority of queries being dealt with immediately, should a query be more complex, the Support Department aim to provide a resolution within the next working day.

All support calls are logged into our 'Sunrise Helpdesk' database, which is monitored by team leaders to ensure that clients receive solutions with a minimal delay.

Installation

This initial implementation stage is most vital in providing the client with a successful installation. Euraplan plans an efficient schedule with the client detailing each phase of the implementation, identifying client's needs in terms of reporting, training, data, security etc.

Support executives will then set up the requested software according to the agreed specification, loading and reconciling opening security, cash positions and Charts of Accounts. On completion of the data set-up, implementation executives visit the client site to load and configure the software on either a stand-alone PC or network server.

In order to fully benefit from the range of functionality our software offers, Euraplan recommends that staff attend training sessions as soon as installation has occurred.

Exshare pricing data

Data provision includes prices, dividend entitlements, capital changes, indices, exchange rates etc.

Support executives manage the universe of securities held by client portfolios and provide relevant data via Exshare, the FT Information Services data feed, by post or email. The frequency of the data provided is determined by the clients needs.

The support helpdesk team plays a vital role in product development testing and enhancement requests to current applications.

Want to learn more, or have any questions?
Email info@euraplan.co.uk

Software feedback

We appreciate your time in giving us your feedback. Euraplan's OpenAIR software has been designed to meet user requirements and before applications and releases are installed they undergo extensive testing and bug-spotting exercises.

However, the user may occasionally come across a slight bug or difficulty whilst using the system in practice. Euraplan are very keen to be aware of such bugs so they can be rectified efficiently. Likewise, we are always happy to hear how you think we could enhance our systems for your benefit.

OpenAIR feedback

Software bug form (PDF)

Enhancement request form (PDF)

Shareholder feedback

support@euraplan.co.uk