first, I apologized to guy, and after doing this for so long I assumed one should know.
Sometimes I feel that some comments here on the site are done just done to stir up things accompanied by sarcastic comments, smiley icons, etc BUT, I could have made a mistake in judgment this time around.
PLEASE consider my overall communication on this forum that have been conduct in a friendly spirit to customer and non customers alike.
Despite the fact that I do know that traders responsible for their losses even during data malfunctions, this does not mean I have a relaxed mentality about it. When there is money on the line for customers, I try my best to be the first line of support. This is not the time that I think of who's responsibility it is, but rather how to salvage the situation and fast. Having said that, when you reply with "small guy..." I did take it personally considering that me and my team have handled it without much damage to traders from the feedback I got.
PM with any questions about optimusfutures (800) 771-6748 (561) 367 8686. THERE IS A SUBSTANTIAL RISK OF LOSS IN FUTURES TRADING.
I posted this in the other Rithmic thread since the outage came up there too, but it is probably more appropriate here. Also just FYI, note it was not Rithmic's hardware/server that failed, but one of their data center connection lines. They have also taken steps to mitigate down time in such situations in the future.
Some more info from Rithmic on today's outage:
"Our system runs across multiple data centers. Each data center is connected to a central data center in Chicago. the link between our data center in aurora and he central data center in Chicago went down. At no time were we disconnected from the exchanges. This happened around 8:20am and the telco that provide us the link between aurora and Chicago was on the problem right away.
While the telco was working to fix the problem we began to put in place programs to route the traffic over the internet between the 2 affected data centers. We thought this would take us about 10 – 30 minutes but to our surprise and disappointment it took us a couple of hours. Around the time we established connectivity between the 2 data centers over the internet, the telco identified the problem and fixed it (twice) – they had a defective network card in one of their routers in aurora.
If such a link between data centers fails in the future, we are now in a much better position to route traffic between them over the internet. Sorry for the delay."
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Matt, TMFT is right on every count. A service provider must be able to answer questions without fail - simple as that, without attempting to snap back (it is hard to judge tone and intent on internet forums most of the time - unfortunately that is all it takes to make or break things). Just provide correct information if things are askew - that is all that is required
What you say (even in jest) reflects on Optimus a great deal as it does with every service provider (ask customers of Anthony Giacomin (when he was at Infinity) and Kurt Pfafflin at Daniels Trading). These guys (that I know of) set a reputation for themselves as an example of transparency and exemplary professionalism in the industry plagued by opacity.
And gained and retained customers as a result of that.
You do a good job, that credibility is hard to build and even harder to keep.
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