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Technical support – Practitioners

Introduction

Alongside the Knowledge Base Mclowd provides multi-fund Practitioner users with various options in terms of Technical Support:

  • 1:1 training
  • Paid Migration Support
  • Ad hoc Technical Support

Training

New or existing Practitioner users have access to dedicated 1:1 training for free. Please contact us at info@mclowd.com.

Migration Support

In addition to the above Mclowd can provide support for the migration of individual funds.

This service includes:

  • The entering of opening balances
  • 1:1 training as required

(This service is also available from qualified service providers in the Marketplace).

Ad Hoc Technical Support

If you have a specific query simply navigate to the Technical Support page within the Help tab.

We also encourage all users to submit feedback on suggested improvements. The feedback link is available within the Help navigation as described above.

Engaging with the Support Team

Mclowd uses a third-party application called Freshdesk to manage the workflow associated with providing technical support to Trustee users.

Note: The system is not designed for Mclowd users to login, and your Mclowd credentials will not work with Freshdesk.

As per the following example, simply reply to any notification as you would any other email, including:

  • Attachments
  • Adding a cc recipient

Once you have submitted a ticket you will receive an automated email notification from Mclowd acknowledging receipt of your request.

Subsequent responses will be received in a similar manner.

Once the ticket is closed you will receive a final confirmation.