Service desk

What to quote, what to include, and what the desk can and cannot do for you. Contact routing is configured by the bank at deployment.

Quote your reference

Every state the platform can put you in issues a reference, and every one of them resolves to a server-side diagnostic. Quoting it is faster than describing what happened, and it is the only way the desk can see the detail that is deliberately not shown on screen.

SEC-LCK-… Account locked Shown on the lockout screen. Information Security is notified automatically — this is a standard control, not an accusation.

ERR-… Page failed to load Shown on the crash boundary. The full diagnostic, including the stack trace, is written server-side against it.

MNT-… Maintenance window Shown while the platform is unavailable. Scope and timing come from the bank's own change process.

CHQ-… A specific cheque Every cheque carries one from intake. Quote it for anything about extraction, review, approval or submission.

CBS-REF-… A core banking submission Returned on acknowledgement. Quote it when a cheque appears settled at one end and not the other.

What to include

The reference, the role you were acting as, roughly when it happened, and what you were trying to do. You do not need to reproduce the problem first — the audit trail already holds the sequence, and a second attempt on a cheque screen is not always safe to make.

What the desk can do

Unlock an account and reissue an activation code After identity verification through the bank's own process.

Escalate an integration incident Held cheques are safe while it is open — nothing is lost and nothing is processed.

Route a request to the administrator who can act on it A role change, a threshold, a limit — all of which still need a second administrator to approve.

What the desk cannot do

These are not service levels — they are structural, and no escalation changes them.

Approve a cheque on your behalf Maker-checker requires a different authorised approver inside the product.

Read a reference signature for you A reveal is always attributed to the person who made it.

Amend or remove an audit record The trail is append-only for every role, including administrators.

Change customer or account master data It is mirrored from core banking. Corrections are made at source.

Contact

Routing is bank-specific and configured at deployment.

Telephone TBD — Bank-specific

Email TBD — Bank-specific

Hours of service TBD — Bank-specific

Out-of-hours escalation TBD — Bank-specific

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