Infrastructure
IT Support
Reliable technical support, monitoring and troubleshooting, 24/7, from engineers who understand what a trading outage costs.
Coverage
What our support covers
24/7 technical support
Engineers available around the clock, including weekends and market opens.
Monitoring
Automated checks across your systems, with alerts reviewed by people who can act on them.
Troubleshooting
Methodical diagnosis that gets to the root cause instead of restarting and hoping.
Incident handling
A defined process from first alert to resolution, with your team kept informed throughout.
Routine maintenance
Patching, clean-up and housekeeping carried out on schedule so small issues do not build up.
Process
How a request is handled
- Step 1
Report
An issue reaches us from your team or from our own monitoring, and is logged straight away.
- Step 2
Triage
We assess impact and urgency, assign an engineer and tell you what happens next.
- Step 3
Resolve
We fix the problem, keeping you updated, and confirm with you that service is restored.
- Step 4
Review
We record the cause and the fix, and recommend changes that stop it happening again.
Monitoring
What we monitor
- Servers: availability, performance and operating system health
- Platform services: trade, access and history servers and their processes
- Connectivity: gateways, data feeds, liquidity and network links
- Backups: completion, integrity and restore readiness
- Resource usage: CPU, memory, disk and bandwidth trends
FAQ
IT Support: common questions
Is support really available 24/7?
Yes. Our engineers provide technical support, monitoring and troubleshooting around the clock.
How do we raise a request?
Through the channels agreed at onboarding. Every request is logged and acknowledged, and you are told who is handling it.
What response times do you commit to?
Response and resolution targets are agreed with you as part of your service levels and depend on the severity of the issue.
Do you support systems you did not set up?
Yes. We start with a review of your environment so we understand it properly before taking responsibility for it.
Let's talk about your platform and infrastructure
Tell us what you run today and where it slows you down. We will come back with a clear scope and next steps.