Setting the Priority / Severity
When completing the form you will be asked to set the priority of the request. Please set the appropriate priority based on the below in order to help us process all requests for all our customers.
Low / Lowest (S4) |
|
Medium (S3) |
|
High (S2) |
|
Hightest (S1) |
|
Submitting the form
| Warning |
|---|
Raise the appropriate request here |
Selecting the appropriate request
By selecting the appropriate request the issue can be routed to the correct team as quickly as possible
Completing the form
Priority: Set the priority based on the impact as defined in the Handbook
Summary: Provide a brief summary of the issue
Details: When supplying details of the request, please be as specific as possible. If you are raising an issue, please provide screen shots, error messages and steps to reproduce as this will help us identify and resolve the issue as quickly as possible.
Attach any error logs or screenshots to showcase the issue
Getting a Response
Once your request has been submitted you will receive a confirmation email confirming we have received the request and a unique ID to help us communicate and track the request. You can reply to this email with additional information or to request an update.
Our team will respond to the request based on the severity of the request.
Our operations will will communicate with you via email, but may request a phone call or Teams/Zoom/Webex screen sharing session in order to resolve the issue promptly.
Major Incidents
In the unlikely event of issue impacting all customers or the market, our operations team may not able to be respond to each request quickly. During these times, we will post regular, detailed market-wide updates on our Platform Status page.
Closing the Request
Once both parties are satisfied the request has been completed, we will close the request.
...