Done with your integration but seeing unexpected results ?
Flinks' Support team is here to help.
1.H
1. How can I get in touch with support ?
Email:
Through the Customer Portal :
- https://help.flinks.com/support/home
The Customer Portal's mains benefits :
- When opening a ticket, fields will be displayed to assist with describing the issue. This way the incident can be better assessed and prioritized by our agents;
- It allows you to easily keep track of your tickets, as well as have access to Knowledge Based Articles that will help you get better acquainted to our products and its features.
2. When should I raise an issue ?
If a configuration change on Flinks' end is
required, or a connection returns an unexpected
response considering the data scope being
specified by you in Flinks Connect or in your API
requests, you should consider opening a ticket
to give us visibility.
Disclaimer :
- Once the connection is made, it is not possible for Flinks to retrieve the missed data at a later time. The upside of having a ticket opened is so Flinks can assess and fix what caused that issue so it's prevented on a future connection.
3. When should I expect to get a definite response from support ?
All tickets undergo a prioritization process that
takes into account the nature of the incident,
level of impact, recurrency, and other factors. In
that sense, one-offs or minor issues with smaller
financial institutions might not be prioritized
and take longer to process. On the other hand,
issues with high impact with financial institutions
that represent a heavier weight of traffic shall be
prioritized and tackled faster.
For specific cases such as long-tail connections
and wealth-related inquiries, resolution times
may extend beyond our standard response
times due to their complexity and the need
for specialized attention. We appreciate
your understanding and assure you that our
dedicated team is committed to delivering the
best possible outcome.
4. How should I report incidents ?
Providing as much detail as possible will help
our agents tackle the ticket faster. Therefore,
connection information such as RequestIds and
LoginIds and a quick description of the incident
are greatly appreciated.
Reporting issues in multiple connections? If so,
it is helpful to group them as per their financial
institution in separate tickets for
proper prioritization
ow can I get in touch with
Support ?
Email :
[email protected] ( for Canada )
or [email protected] ( for the US )
Through the Customer Portal :
https://help.flinks.com/support/home
The Customer Portal's mains benefits :
When opening a ticket, fields will be
displayed to assist with describing the
issue. This way the incident can be better
assessed and prioritized by our agents;
It allows you to easily keep track of
your tickets, as well as have access to
Knowledge Based Articles that will help
you get better acquainted to our products
and its features.
2. When should I raise an issue ?
If a configuration change on Flinks' end is
required, or a connection returns an unexpected
response considering the data scope being
specified by you in Flinks Connect or in your API
requests, you should consider opening a ticket
to give us visibility.
3. When should I expect to get a
definite response from Support ?
All tickets undergo a prioritization process that
takes into account the nature of the incident,
level of impact, recurrency, and other factors. In
that sense, one-offs or minor issues with smaller
financial institutions might not be prioritized
and take longer to process. On the other hand,
issues with high impact with financial institutions
that represent a heavier weight of traffic shall be
prioritized and tackled faster.
For specific cases such as long-tail connections
and wealth-related inquiries, resolution times
may extend beyond our standard response
times due to their complexity and the need
for specialized attention. We appreciate
your understanding and assure you that our
dedicated team is committed to delivering the
best possible outcome.
4. How should I report incidents ?
Providing as much detail as possible will help
our agents tackle the ticket faster. Therefore,
connection information such as RequestIds and
LoginIds and a quick description of the incident
are greatly appreciated.
Reporting issues in multiple connections? If so,
it is helpful to group them as per their financial
institution in separate tickets for
proper prioritization
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