How to get help in Stock&Trace?

As you become more familiar with using Stock & Trace, you may have questions about the different processes carried out in the system or about a particular function or feature. To clarify these doubts and report errors or any malfunction you identify in any section of the system, we have 3 communication channels:

• Requesting help through the system
• Customer support email
• Contact phone numbers

Requesting help through the system

The S&T system has a feature to request help that, when used, sends a direct email to our customer support team where a member of our team can attend to the sent message.

It is recommended that you use this feature on the screen where you have the question or have identified an error, because with the message you send, the URL of the system section from where you sent the message will also be shared, and this will help us have greater context on the topic. In addition to knowing the section where the question or problem arose, it would also help us if you share the following information:

• Information or values that were entered or manipulated.
• In the case of system imports, attach the file used; this is often very helpful in finding the solution.

To request help through the system, you can follow these steps:

1. In any system window, click the Need help? button
2. In the menu that appears, click Contact support.
   
3. In the dialog that is displayed, describe the question or problem you have with the system.
4. Click the Send button.
5. As soon as the message is sent, you will receive an automatic email at the address of the user you used, confirming that we have received your message.
   • If you need to provide more details or attach a file, you can do so by replying to this message you received.

Customer support email

In addition to requesting help through the system, we also have a customer support email where you can tell us in greater detail about the question you have or any error you have identified during your operation.

Email: [e-mail]

Contact phone numbers

If you need to contact us by phone, you can do so by dialing the number (33) 4160 5468.

With this number, you can contact the different departments depending on the query you wish to make. These are the options you should dial for each of the departments:

1. Support
2. Sales
3. Administration
4. Other