Tracking and managing cases

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

Promising a client a case will be handled sooner is not a valid reason for escalations. 

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

Response SLA (during business hours excl. outside working hours)	Resolution SLAs	Department ("subject" field in the case
12 hours The team aim to answer all cases within same date. However, please note that answering does not necessarily mean solving your query, as we need to consider the complexity of your query amongst other factors, but we strive to update you within the said time.		Institutional Service (your Account Manager)  Escalations and all other requests not covered below.
48 hours Technical issues may take longer		Client Service: Client house/commission group changes  All login/password requests  Account Closures  Deceased/bankruptcy declarations  Authorised Dealers and Authorised Contacts updates  Sub-account and POAs on existing accounts (new application forms should be sent with applications to Corporate onboarding).  Platform/technical queries  Reporting/Auditing
24 hours External transfers are typically completed within 15 business days.	72 hours	Security Transfers: Securities transfer requests in/out and status checks. Position movements between accounts. Opening price changes for transferred incoming positions.
24 hours	72 hours	Payment Services: Withdrawals, Deposits, and moving funds between accounts.  Recurring withdrawals. FX transactions and conversions, and bulk cash transactions. Adding new withdrawal counteraccount for a client. Payment investigations. Fee bookings.  Requesting a copy of SWIFT message.
24 hours	72 hours	Corporate Actions: Queries regarding ongoing corporate action events (dividends, voluntary and mandatory events, delisting, stock splits etc.). Information about upcoming corporate action events.
48 hours		Configurations: New commission groups. Existing commission group changes.  Interest queries.  New owner/sub-house creation.
24 hours		Platform Configurations: Trade Games. Simulation platform environment.  FTP EOD Folder setup.  Certification maintenance.  Platform login page queries.
48 hours		Market Data Management: Price feed queries. Corrections for misfeeds and chart errors.  New instrument requests.
48 hours		Exchange Relations:  Subscription-related queries

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 SaxoConnect 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.