Launch of the Support Hub for Vestima Clients

Clearstream¹ informs clients that, effective

24 November 2025

the following enhancements will be introduced:

As previously communicated in Announcement C24034, the Support Hub is a client-facing module designed to optimise interactions with Client Services. It enables clients to submit and track queries in a direct and structured manner, supporting efficient ticket creation and transparent resolution tracking. This approach ensures faster response times and greater visibility throughout the resolution process.

The Support Hub will be accessible via Xact Web Portal, Vestima and the CFS Portal under the Help & Support section:

Key enhancements include:

• Investment funds specific queries: For all investment fund-related queries, Order Issuers must select the area “Investment funds”.
• Email Notifications: Clients will receive notifications when a ticket is resolved or when client action is required. Clients may subscribe to receive email alerts for intermediary status changes.
• Share ticket within a group: Tickets can be shared among colleagues within the same user group, enhancing collaboration.

To facilitate efficient ticket processing, clients are advised to submit requests with thorough and accurate information. Clients should ensure the following details are included:

• ISIN or Common Code (under “Financial instrument”);
• Vestima Participant ID;
• Account Number;
• Reference (order reference, instruction reference, corporate action reference,…);
• Relevant attachments.

While email and phone support will remain available, clients are strongly encouraged to use the Support Hub as the primary channel² for submitting and tracking queries.

Note: Tickets submitted via the Support Hub will be prioritised over those received via email.

Further information

For further information, clients may contact the Vestima Execution Support, Clearstream Sales and RM Support or their Relationship Officer.

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1. Clearstream refers collectively to Clearstream Banking S.A., registered office at 42 avenue John F. Kennedy, L-1855 Luxembourg, and registered with the Luxembourg Trade and Companies Register under number B-9248, and Clearstream Europe AG (for Clearstream Europe AG clients using the Creation platform), registered office at Mergenthalerallee 61, 65760 Eschborn, Germany, and registered in Register B of the Amtsgericht Frankfurt am Main, Germany, under number HRB 7500.
Clearstream Banking S.A. is registered as an Australian CS (Overseas) Facility, under subsection 824B(2) of the Corporations Act 2001, with registration number ARBN 675 244 783.

2. Queries related to fund setup and fund eligibility should be handled exclusively through the Trading Availability Check feature on Vestima; requests made via the Support Hub or email will incur a charge.