Muriel Rateau We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : CS0029747.

Hello,

Thank you for your reply. I just wanted to clarify that I’m not Muriel — I’m Iván Sánchez, the technical manager in charge of maintaining their private server and handling this issue on their behalf.

As we are the ones managing and troubleshooting the problem directly, could you please send all future updates regarding this support case to my email address instead of Muriel’s?

If you’re communicating through email, please send the messages directly to me. (ivan.sanchez@gespoint.com)
If the communication continues through this web platform, please post the updates here so I can follow up from this account.

Thank you very much for your understanding and support.

Hi Iván,

The cases that are opened from the Community are linked to the user's email who creates the post. Now the case was linked to Muriel's email, she can reply to the technical team and loop you in, and you can both discuss with the technical team.

Next time you need assistance, please create the post from your own user.

Kind regards,

Anca