How are the investment holding codes displayed after publishing to Class Document Management System (DMS)?

How is the Source and Status displayed in the (DMS)?

Source will be displayed as VMR

Status will be displayed as unverified 

Users can upload files to VMR, either individually or in bulk. To initiate the upload process, navigate to the hamburger menu located on the left-hand side of the landing page. Within this menu, select the ‘Upload File’ feature, which provides a drag-and-drop interface supporting both single and multiple file uploads for efficient file management.

At this stage, VMR does not have the capability to distinguish between wet signatures and e-signatures on non-investment-related documents and map them to the relevant system tags within VMR (e.g., fund establishment, pension establishment, or commutation documents). Manually search for the relevant tags (e.g., "wet signature" or "electronic signature") in the VMR Tags Lookup, select the appropriate system tags, and save them before publishing the document.

Why can’t I find a holding code in the VMR investment lookup?

If the investment is suspended in the Class fund, it becomes unmapped in VMR and causes an error.
To fix this:

1. Reactivate the investment in Class.

2. Wait overnight for the data to sync to VMR.

3. Manually map it using the VMR investment lookup.

The same logic applies to new investments — they must be created in Class first, allow time to sync (overnight), then manually map in VMR.

Documents and PII data are retained according to the following rules:

• File & data are retained for 90 days and is automatically deleted thereafter.
• These retention rules apply to both the ‘Documents Classified’ and ‘HITL’ (human in the loop) sections of the VMR dashboard.

What is the timeframe of VMR scheduled maintenance?

The VMR release cycle for the production environment is scheduled to occur on Thursdays, between 5:00 PM and 8:00 PM (Sydney time), during the second and fourth week of each month. 

During this period, the receiving document server will remain online and continue to receive files; however, no processing will take place.

Real-time processing of files is supported without any limitations when publishing to the (DMS). However, users should anticipate potential delays if a high volume of files are being published to the DMS.

The time it takes for documents to transition from ‘Queued’ to ‘Classified’ depends on the volume being processed:

• Low volumes are processed instantly.
• Hundreds of files typically take 2 to 3 hours to transition.
• Thousands of files are batch processed and may take up to 24 hours.

Access to VMR via Class is determined by user roles and their associated permissions:

• Access Controller, Administrator, and Tax Agent roles with business-level read/write access can access VMR directly through the Class system.
• Administrator roles with brand or fund-level access are restricted to viewing the VMR link in the Class business-level navigation screen and cannot access VMR.
• Adviser, Auditor, and Accountant/Bookkeeper are restricted to viewing the VMR link in the Class business-level navigation screen and cannot access VMR.

Yes, when users suspended in Class who previously had access to VMR, the current Access Controller of the Class business code should notify the Class support team by sending an email to support@class.com.au to request the suspension of the same user on the VMR platform.

The checksum algorithm programmed in VMR first verifies whether the TFN is valid, and:

• If the TFN on the source document is valid, it is then redacted from the source documents, or
• If the TFN on the source document is not valid, it is not redacted to prevent the accidental redaction of random 8- or 9-digit numbers recorded as a TFN on the source documents

Viewing and Managing Import Errors in VMR

An Import Error indicates that a document cannot be processed automatically by VMR due to specific limitations. Common causes include:

• Password-protected documents that restrict access to content.
• Unsupported file formats, such as Excel spreadsheets or image files.
• Low-quality scanned documents that hinder accurate data extraction.

As a result, documents flagged with an Import Error require manual review and classification by the user.

VMR users can view and edit import errors via the "Documents Classified: Loaded" section on the dashboard.

To access error messages:

• Navigate to the Loaded menu.
• Select "Import Error" from the list of document types and click "Load", or simply type "Import Errors" in the search bar.

Once loaded, documents classified as import errors will be displayed. Users can click on the PDF grid to manually classify these documents.

Note: Import errors currently require manual intervention. This is due to the limitations outlined above. At present, documents flagged as Import Error types are not supported by automated data extraction or mapping processes.

Use Cases: Import Errors

Manual Upload

• Manually uploading .png, .jpeg, or .csv files leads to error 415 and displays a message indicating that the file type is not supported, without loading the file.
• Uploading password-protected PDF and Word documents leads to error 422 and displays a message indicating that the file is "password protected," without loading the file.

Email

• Unsupported files sent via email, such as .png, .jpeg, and .csv, are rejected and not processed.
• Password-protected PDF and Word documents lead to an import error and are loaded as import errors with a message indicating "password protected." Users can use the PDF grid to open the file, enter the password, save it to their desktop, and then upload the saved file without password protection directly into the platform using VMR manual upload.

Direct Feed

• .png, .jpeg, and .csv files pushed through platform are loaded and displayed as import errors. The import errors in the loaded menu display the message "unsupported file types."
• Password-protected PDF and Word documents lead to an import error and are loaded as import errors with a message indicating "password protected." Users can use the PDF grid to open the file, enter the password, save it to their desktop, and then upload the saved file without password protection directly into the platform using VMR manual upload.

Physical Documents via Locked Bag

• Same as direct feed

What happens if a user publishes the same document more than once?

Each document within the system is assigned a unique identifier upon being loaded into the VMR. This identifier ensures that the document is distinctly recognised and tracked throughout its lifecycle.

In instances where the same document is inadvertently published multiple times, such as through interaction with a duplicated screen, the system’s backend logic is specifically designed to prevent duplication. This mechanism ensures that only a single publication event is recorded in VMR and that only one corresponding file is stored in Class DMS, thereby maintaining data integrity and avoiding redundancy.

Please refer to the link below to set up an Australia Post Locked Bag.

Uploading and Managing Documents in VMR

Yes, you can send physical mail directly to a Locked Bag address via Australia Post without requiring mail redirection.

A Locked Bag is a secure postal service provided by Australia Post, commonly used by businesses, government agencies, and business entity that receive large volumes of mail.

Address Format:

Recipient
Locked Bag [Number]
Suburb/Town, State, Postcode
AUSTRALIA

Sending Process:

1. Postage: Ensure the correct postage is applied. Standard letters can be sent with regular postage, while larger items may require additional postage based on weight and size.
2. Drop-off: Mail can be sent from any Australia Post office or placed in a regular mailbox with sufficient postage.

Australia Post manages the delivery of all mail to the Locked Bag, where it is securely held until collected by our designated courier.

Please refer to the Australia Post website for more information.

Link to: Locked Bag Annual Lease

Please refer to the Australia Post website for more information.

Link to: Business Redirection Service Rates

How do I send electronic documents to a dedicated email?

The Class Access Controller must send an email to support@class.com.au, with vmr@class.com.au in CC, requesting access to Email setup. Once access is confirmed from our end, the Class user may begin sending email attachments using the instructions provided below.

The user can send electronic documents by forwarding them manually or by setting up forwarding rules in their email application (e.g. Microsoft 365, Gmail, etc) to:

0xadmin@classmail.ai; or

0xadmin.fundcode@classmail.ai

Replace “admin” with your Class business code if forwarding to VMR business instance.

If forwarding to a specific fund within your business instance, apply both the Class business code and the fund code.

Example:

0xtest@classmail.ai

0xtest.demofund100@classmail.ai

In the example above, "test" represents the Class business code, and "demofund100" represents the Class fund code.

Processing Rules

• Attachments will only be processed if the sender’s email domain matches a verified business domain registered in the Class system.
• Emails from unverified domains will be intercepted and not processed. Contact Class support team to add verified email domains.

Troubleshooting

If the email attachments sent to the designated address are not successfully processed within VMR, please contact Class Support for further assistance and investigation.

Before transferring files, you need:

• Hostname (Server Address) – The VMR Secured FTP server’s URL or IP address. Provided by us.
• Dedicated User Account - Provided by us.
• Port Number – Default is 22
• SSH Key - Please generate a public/private SSH key pair and provide us with the public key
• Confirm the IP addresses from which connections will originate.
• Once the configuration is complete, the files you plan to upload should be placed in the upload folder (e.g., dedicated account provided by us)

The Class Access Controller must send an email to support@class.com.au, with vmr@class.com.au in CC, requesting a direct feed to load documents into the VMR FTP. Once the request is received, we will coordinate a meeting between our technical team and your technical team to facilitate the connection.