Overview
This article outlines best practices for structuring your support query so that our customer experience team can help you to resolve it quickly and accurately.
General Tips
Please search the Help Centre for relevant articles before reaching out to us for support.
In your query, please include as much detail as possible. For example: the NAV Date, any applicable identifiers like IssuerId, screenshots, and if you have multiple environments, which one is in question.
Please also outline the steps you have taken to investigate the issue.
System Errors
These problems arise when your environment behaves unexpectedly, or you receive an error unrelated to regulatory issues.
Please run through this checklist before sending us your query:
Provide a step-by-step method to reproduce the error so that we can attempt to replicate it. If we're unable to reproduce the error, the complexity involved may mean that investigating it could take longer.
Providing us with screenshots of the error, including any relevant sections of the input file, is essential.
Include key details such as the NAV Date of the file, issuer name, etc.
Rule Dispute Queries
Please take a look at our dedicated article on how best to raise regulatory queries at this link. In summary, consider the following before sending a query:
Which part of the rule do you disagree with?
What is your understanding of how the rule should function?
Check and provide the specific part of the memo in aosphere that you are disputing.
Provide documentation for your interpretation, e.g. memos from different law firms or regulators.
Consider whether any (potentially) conflicting legal advice has been provided based on a specific transaction or detailed consideration of your firm's corporate structure, and if the considerations are outside of the scope of aosphere's general coverage (e.g. you've obtained legal advice about how to consider a specific fund's legal personality in aggregation).
The more conceptually driven legal interpretation, with reference to regulatory text and logical clarity (clearly articulated premises and conclusion), the better.
Consider that specific responses from regulators may have been provided based on facts of a specific circumstance, and may not necessarily be applicable generally. The more broad-based responses, the better.
Check whether you are using the latest version of the rule. Check the history of the rule.
Please note that if the memo is ambiguous, a more "conservative" interpretation of the rule may have been taken, or certain assumptions may have been made to automate certain considerations. Always check the rule's Explanation tab for specific details.
Queries Regarding Rule Results
For specific rule results, consider this list before sending a query:
Which rule are you referencing?
Which Nav Date triggered the result?
What is the issuer in question?
If you are unsure how the rule calculated a result, first take a look at the article on how rules work.
Which specific part of the law/expressions/properties would you like us to help you understand?
The outputs depend solely on the data fed into the system. Please make sure to check your inputs and data overrides.
Queries Regarding Unknown Errors
This section covers questions regarding unknown results. Firstly, please have a look at our articles about file validation, unknowns, and missing data.
Which rule are you referencing?
Which Nav Date triggered the result?
What is the issuer in question?
Include the Reason referenced in the result.
Which environment (Staging/Production) did the error occur in?
Usage Queries
This section covers questions related to user access, passwords, accounts, etc. Please note the following before sending a query:
Our security policy does not allow us to send user logins or reset passwords. All user management is reserved for client Admin users. Please take a look at the Managing Users article for more guidance.
For user account-related issues, we suggest contacting a colleague designated as an Administrator in your environment before contacting support.
Feature Requests
We are always happy to hear our clients' views on our system because it's how we improve! However, any feature/system changes are deployed to all environments worldwide, and we have to ensure that each new feature is appropriate for all our clients. Thanks to the feedback we get, we are constantly improving our service, so please do not stop bringing new ideas to the table.
You can submit a feature request through the Feature Requests board, which is a private domain for clients within our Community portal. Note that you will need to create an account in our Community portal to contribute if you do not already have one. Click on the invite link and follow the steps stated.
Within the Feature Requests section, you can submit requests/enhancements, which will be captured alongside other ideas under consideration from our clients. Requests will be considered by our Product team and will be visible to our other clients. You are able to receive updates and input (comments and upvotes) from others.