How do I create and manage cases, and how long until they’re resolved?

Creating a case

Please raise all queries by clicking the Create case button under Case management in SaxoPartnerConnect (SPC).

• All cases must be written in English.
• Always mention the end client’s client ID in the title (short description field) or right in the beginning of your query description (request details field).
• Each question or request must have its own case for each client (even if it is the same request for multiple client IDs)
  • Please do not mix multiple queries for the same client within the same case.
  • Please do not include queries for multiple clients in the same case.
  • Please do not follow up on old or resolved cases with similar or new requests for a different client ID.
• If you have mistakenly created a case or created a duplicate request, please write inside that case to tell Saxo it was created in error and should be closed. We’ll close it for you, as it is not currently possible for you to close or delete a case.

Our operational teams will be addressed directly when you have created a case, and you can communicate directly with the processing departments.

Tracking a case

• Check the overall progress of your case by looking at the status.
  • New: the case has been submitted but is not yet being addressed by Saxo.
  • In progress: Saxo is currently working on the case.
  • Pending with client: Saxo is waiting for information/a response from you.
  • Resolved: Saxo marked the case as resolved and closed it. (Please always double-check that there is no pending information/response needed from you in cases marked as resolved.)
  • Cancelled: the case has been closed without any action/resolution.
• When you need to respond to a case (e.g., provide information or answer a question), you can reply within the case. This is true even when the case has been resolved—replying will reopen the case.
• There is currently no indicator when there is a new reply to a case. We recommend always sorting your list of cases by “Last updated”, as this is the easiest way for you to check whether Saxo commented/replied.
• To ensure you do not miss anything, we also recommend to always view all cases (with all statuses), as Saxo might resolve a case while providing a response at the same time. The issue may still be ongoing, or there may be a question for you in the comment.

Escalations and timelines

If you need to escalate a case (for example, if service-level agreements (SLAs) listed below are not met), please open a new case and select Institutional Service in the Subject field. Make sure to write the case ID for the case you wish to escalate inside your new case, and your account manager will investigate.

For urgent cases that cannot wait for the official SLAs, you can escalate the case by providing a reason* for the urgency (e.g., regulatory, auditor, corporate action deadlines) inside the new case. Remember to reference the case ID for the case you are escalating.
*Please note that promising a client it will be done faster is not a valid reason for escalation.

The below SLAs are maximum response times in business hours. You will often hear back from us sooner. If cases require more time, we will strive to keep you informed.

Disclaimers:

• Saxo provides these SLAs as guidelines for managing client expectations. The response times are not guaranteed, and Saxo cannot be held accountable if they are breached.
• The SLAs apply to cases created in SaxoPartnerConnect with the case management tool.
• These response times are not applicable to cases with missing information or cases that do not follow correct procedures as outlined in this article.
• Timelines can vary when there are high volumes of cases, or when cases are complex and require extra investigation, care, or internal escalation.
• SLAs for onboarding clients cover the time it takes for the account to be opened if all documents and information were sufficient from submission. If additional documents or information is required, the below timelines apply for responses from Saxo.