Support Documentation

This comprehensive guide provides help resources, user guides, and FAQs to help you get the most out of the ClearView-WOW platform. Whether you're a new user or looking to explore advanced features, you'll find the information you need here.

1. Getting Started

1.1 Account Setup

Creating Your Account:

Visit the registration page at app.clearview-mgp.com/register
Enter your company information and contact details
Complete identity verification (KYC process)
Set up two-factor authentication
Configure your initial preferences

Account Types:

Admin - Full access to all features and settings
Portfolio Manager - Portfolio management and analytics
Analyst - View-only access with reporting capabilities
Compliance Officer - Compliance monitoring and reporting

1.2 System Requirements

Supported Browsers:

Chrome 100+ (Recommended)
Firefox 95+
Safari 15+
Edge 100+

Internet Connection:

Minimum: 5 Mbps
Recommended: 25 Mbps for optimal performance

Screen Resolution:

Minimum: 1366x768
Recommended: 1920x1080 or higher

1.3 Initial Configuration

Essential Setup Steps:

Connect Data Sources - Link custodians and market data feeds
Import Portfolios - Upload existing portfolio holdings
Set Benchmarks - Configure performance benchmarks
Define User Roles - Set up team members and permissions
Customize Dashboards - Arrange widgets and reports

2. Core Features Guide

2.1 Portfolio Management

Adding Portfolios:

Navigate to Portfolios → Add New
Enter portfolio details (name, currency, inception date)
Assign portfolio manager and strategy
Set compliance rules and limits

Importing Holdings:

Supported formats: CSV, Excel, SWIFT MT535/MT536
Bulk import via file upload
API integration for real-time updates
Manual entry for individual positions

Portfolio Hierarchy:

Create multi-level portfolio structures
Group portfolios by strategy, client, or region
Consolidated reporting across portfolio groups
Drill-down capabilities to individual positions

2.2 Performance Analytics

Return Calculations:

Time-Weighted Return (TWR)
Money-Weighted Return (MWR/IRR)
Multiple calculation methodologies (Modified Dietz, Daily)
Attribution analysis (sector, security, currency)

Benchmarking:

Compare against market indices
Custom composite benchmarks
Relative performance metrics
Rolling period analysis

Reporting Periods:

Daily, Weekly, Monthly, Quarterly, Annual
Inception-to-date
Custom date ranges
Calendar vs. rolling periods

2.3 Risk Management

Risk Metrics:

Value at Risk (VaR) - Historical and Parametric
Expected Shortfall (CVaR)
Beta, Alpha, Sharpe Ratio, Sortino Ratio
Tracking Error and Information Ratio
Maximum Drawdown

Exposure Analysis:

Sector and industry breakdown
Geographic distribution
Currency exposure
Asset class allocation
Issuer concentration

Compliance Monitoring:

Real-time rule checking
Pre-trade compliance
Automated alerts for breaches
Historical compliance reporting

2.4 Trading & Execution

Order Management:

Create orders directly in the platform
Route to execution platforms
Track order status in real-time
Post-trade allocation

Execution Integrations:

Bloomberg EMSX
Trading platforms APIs
FIX protocol support
Manual order entry for OTC trades

Trade Settlement:

Settlement tracking
Reconciliation tools
Failed trade management
Corporate actions processing

2.5 Reporting

Standard Reports:

Portfolio summary and holdings
Performance reports (daily, monthly, quarterly)
Risk reports
Compliance reports
Transaction reports
Client statements

Custom Reports:

Report builder with drag-and-drop
Schedule automated delivery
Multiple output formats (PDF, Excel, CSV)
White-label branding options

Data Export:

Export data in multiple formats
API access for programmatic data retrieval
Scheduled data exports
Bulk data download

3. Advanced Features

3.1 API Integration

REST API:

Full CRUD operations for portfolios and holdings
Real-time market data access
Performance and risk calculations
Comprehensive documentation at api.clearview-mgp.com

Webhooks:

Real-time event notifications
Trade execution updates
Compliance alerts
Custom event triggers

3.2 Automation

Scheduled Tasks:

Automated report generation
Data imports and exports
Portfolio rebalancing calculations
Compliance checks

Workflows:

Custom approval workflows
Trade review processes
Client onboarding automation
Document generation

3.3 Custom Analytics

Formula Builder:

Create custom metrics and calculations
Use pre-built functions and operators
Save and share formulas across teams
Backtest custom strategies

Python Integration:

Run custom Python scripts
Access to pandas, numpy, scipy libraries
Jupyter notebook interface
Scheduled script execution

4. Frequently Asked Questions

4.1 Account & Access

Q: I forgot my password. How do I reset it? A: Click "Forgot Password" on the login page. Enter your email, and you'll receive a reset link within a few minutes. The link expires after 24 hours.

Q: How do I enable two-factor authentication? A: Go to Settings → Security → Two-Factor Authentication. You can use an authenticator app (Google Authenticator, Authy) or SMS verification.

Q: Can I access ClearView-WOW from multiple devices? A: Yes, you can access from any device with a supported browser. Sessions are synchronized across devices.

Q: What should I do if I suspect unauthorized access to my account? A: Immediately change your password, review recent login activity in Settings → Security → Login History, and contact support@clearview-mgp.com.

4.2 Data & Integration

Q: How often is market data updated? A: Market data is updated in real-time during market hours with a typical latency of 15-30 seconds, depending on your data provider.

Q: Can I import historical performance data? A: Yes, you can import historical NAV, transactions, and holdings data during portfolio setup or anytime via the Import tool.

Q: Which custodians does ClearView-WOW integrate with? A: We support major custodians including State Street, BNY Mellon, Northern Trust, Citi, and many others. Contact support for specific integration status.

Q: How do I fix a reconciliation break? A: Navigate to Portfolios → Reconciliation. Identify discrepancies, investigate source data, and use the adjustment tool to correct any errors. Document all adjustments for audit purposes.

4.3 Performance & Calculations

Q: Why is my performance different from my custodian's report? A: Differences may occur due to:

Different calculation methodologies (TWR vs. MWR)
Timing of cash flows
Fee treatment
Benchmark selection
Currency conversion rates

Review calculation settings and ensure data consistency.

Q: How are dividends and corporate actions handled? A: Dividends are automatically incorporated into performance calculations. Corporate actions (splits, mergers, spin-offs) are processed based on data provider feeds or manual entry.

Q: Can I calculate performance for a specific date range? A: Yes, use the custom date range option in any performance report or analytics view.

4.4 Compliance & Risk

Q: How do I set up compliance rules? A: Go to Compliance → Rules → Add New Rule. Define the rule parameters (e.g., max 10% position size), set tolerance levels, and assign to portfolios.

Q: What happens when a compliance rule is breached? A: The system:

Flags the breach in the Compliance Dashboard
Sends email alerts to designated recipients
Blocks pre-trade orders if configured
Logs the breach for regulatory reporting

Q: How is VaR calculated? A: We support multiple VaR methodologies:

Historical VaR (1-day, 95% or 99% confidence)
Parametric VaR (variance-covariance)
Monte Carlo simulation Configure your preferred method in Risk Settings.

4.5 Reporting & Export

Q: Can I customize the company logo on reports? A: Yes, upload your logo in Settings → Branding. It will appear on all generated reports and client statements.

Q: How do I schedule automated reports? A: Open any report → Schedule → Set frequency (daily, weekly, monthly), recipients, and delivery method (email, SFTP, API).

Q: What file formats are supported for data export? A: We support CSV, Excel (.xlsx), PDF, JSON, and XML. For API integrations, we also support JSON and XML responses.

5. Troubleshooting

5.1 Common Issues

Issue: Unable to log in

Verify username and password
Check Caps Lock
Clear browser cache and cookies
Try incognito/private browsing mode
Ensure 2FA code is current (codes expire every 30 seconds)
Contact support if issue persists

Issue: Data not updating

Check integration status: Settings → Integrations → Status
Verify data provider connectivity
Check for scheduled maintenance windows
Refresh browser (Ctrl+F5 or Cmd+Shift+R)
Contact support if data is stale >1 hour

Issue: Report generation fails

Check if portfolio has data for selected date range
Verify sufficient calculation time for large portfolios
Try regenerating after a few minutes
Check report logs for specific error messages
Contact support with report ID

Issue: Performance appears incorrect

Verify all transactions are imported correctly
Check cash flow timing and amounts
Review fee treatment settings
Ensure market prices are up to date
Compare with custodian statement for data discrepancies

Issue: Slow performance

Close unused browser tabs
Check internet connection speed
Disable browser extensions
Try a different supported browser
Contact support if issue persists across multiple browsers

5.2 Error Messages

"Session Expired"

"Insufficient Permissions"

Contact your account administrator to adjust your user role.

"Data Import Failed"

Check file format matches template
Verify required fields are populated
Ensure date formats are consistent (YYYY-MM-DD)
Check for special characters or encoding issues

"Calculation Timeout"

Large portfolios may require more time
Try reducing date range
Use batch processing for historical calculations
Contact support to optimize portfolio configuration

6. Best Practices

6.1 Data Management

Daily Checklist:

Verify data imports completed successfully
Review reconciliation breaks
Check for failed trades or pending settlements
Monitor compliance alerts
Verify market data is current

Weekly Tasks:

Monthly Tasks:

Month-end close and performance review
Reconcile all portfolios
Review and clear resolved compliance breaches
Update benchmark compositions if changed
Review and renew expiring integrations

6.2 Security Best Practices

Password Management:

Use unique, strong passwords (12+ characters)
Enable two-factor authentication
Never share login credentials
Change passwords every 90 days
Use a password manager

Access Control:

Assign minimum necessary permissions
Review user access quarterly
Remove access for departed employees immediately
Monitor login activity for anomalies
Use IP whitelisting if available

Data Protection:

Encrypt sensitive exports
Use secure file transfer methods (SFTP, encrypted email)
Avoid storing portfolio data on unsecured devices
Follow your organization's data handling policies

6.3 Performance Optimization

Portfolio Structure:

Group similar portfolios for consolidated reporting
Use portfolio templates for consistent setup
Archive inactive portfolios
Optimize benchmark selection (limit to relevant indices)

Report Optimization:

Schedule large reports during off-peak hours
Use report snapshots for frequently accessed reports
Limit date ranges for historical reports
Cache commonly used custom calculations

7. Training & Resources

7.1 Learning Resources

Video Tutorials:

Getting Started Series (5 videos, 30 mins total)
Portfolio Management Deep Dive (8 videos, 1 hour)
Risk & Compliance Master Class (6 videos, 45 mins)
API Integration Workshop (4 videos, 40 mins)

Access: training.clearview-mgp.com

Webinars:

Monthly feature updates webinar
Quarterly best practices sessions
On-demand webinar library (50+ recordings)

Documentation:

User manual (PDF download available)
API documentation (api.clearview-mgp.com/docs)
Integration guides
Release notes and changelog

7.2 Live Training

Options:

One-on-one onboarding sessions (2 hours)
Team training workshops (half-day or full-day)
Custom training for specific features
Train-the-trainer programs

To Schedule: Email training@clearview-mgp.com with:

Number of attendees
Preferred topics
Available dates/times
Timezone

7.3 Certification Program

ClearView Certified User:

Self-paced online course (8 hours)
Covers core platform features
Exam included
Digital certificate upon completion

ClearView Power User:

Advanced course (12 hours)
API integration, custom analytics, automation
Hands-on projects
Digital badge and certificate

Register: certification.clearview-mgp.com

8. Contact Support

8.1 Support Channels

Email Support:

support@clearview-mgp.com
Response time: <4 hours during business hours
24-hour response for non-urgent inquiries

Phone Support:

UK/EU: +44 20 1234 5679
US: +1 212 555 0100
Hours: Monday-Friday, 8:00 AM - 6:00 PM GMT

Live Chat:

Available in-platform (bottom right corner)
Hours: Monday-Friday, 8:00 AM - 6:00 PM GMT
Average response time: <5 minutes

Emergency Support:

24/7 critical issue hotline: +44 20 1234 5680
Use only for system outages or security incidents

8.2 Support Ticket System

Creating a Ticket:

Click Support → New Ticket in the platform
Select issue category
Provide detailed description
Attach screenshots if relevant
Set priority level

Ticket Priorities:

Critical - System outage, data loss (Response: <1 hour)
High - Feature not working, significant impact (Response: <4 hours)
Medium - Minor functionality issue (Response: <1 business day)
Low - General questions, feature requests (Response: <2 business days)

8.3 Status & Maintenance

System Status:

Real-time status: status.clearview-mgp.com
Subscribe to status updates via email or SMS
Historical uptime data available

Scheduled Maintenance:

Regular maintenance: Sunday 2:00 AM - 4:00 AM GMT
Advance notice: 7 days for planned maintenance
Emergency maintenance: 2-hour advance notice when possible

8.4 Feature Requests

Submit Ideas:

Navigate to Support → Feature Request
Describe the feature and use case
Vote on existing feature requests
Track status of submitted requests

Product Roadmap:

Public roadmap: roadmap.clearview-mgp.com
Quarterly feature releases
Beta program for early access to new features

9. Additional Resources

Terms of Service - Legal agreement and service terms
Privacy Policy - How we protect your data
Regulatory Information - Compliance and licensing
Risk Disclosures - Important risk information

9.2 Community & Updates

User Community:

Join the ClearView Community Forum: community.clearview-mgp.com
Share tips, ask questions, connect with peers
Monthly user group meetings

Stay Updated:

Newsletter: Subscribe at clearview-mgp.com/newsletter
Blog: blog.clearview-mgp.com
LinkedIn: linkedin.com/company/clearview-mgp
Twitter: @ClearViewMGP

9.3 Feedback

We Want to Hear From You: Your feedback helps us improve. Share your thoughts:

Email: feedback@clearview-mgp.com
In-platform feedback button
Quarterly user surveys
Annual user conference

This support documentation is regularly updated. Last major update: January 5, 2025. For the most current information, always refer to the online version at docs.clearview-mgp.com.

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