Ray, i know i can send a request through support forum, web forum etc. The problem in my opinion is the time-consuming of communicating through email. When i have been in contact with your support (quite a few times unfortunately) i always get a response through email. Only at one occasion did i have a remote support (and that is great of course). When i have email communication it often happens that the support does n0t understand my problem, so i have to clarify, something is missing (log and trace files etc), or the solution did not fix the problem so i have to respond in another email etc. All this is very frustrating if iīm in the markets and there is a technical problem.
Your customer support has improved in the time they answer to email requests. But since i use other platforms as well, i have found that itīs easier to get a problem solved fast with a chat support.
I donīt know if this is a cost issue for you, after all this is just a wish list :-)
Is there a platform support number I am not aware of??
could have used one now as I am not able to reload or rec any historical/real time data from my AMP/Rithmic connection?
Was told by support via snailemail it was my ISP well why I was on phone with them they wanted me to Guess what??
Contact you so we could have phone call to sort this out. But I was on phone with them and trying to contact you via email. Does not mesh!
Apologies for my abrasiveness but Damn!! Now I am back at square one. No Data and each side(ISP and U blaming the other)
A severe emergency is, correct me if I'm wrong, if you're in position (or can't know if you're in position) and can't manage it. In this case the first and maybe only thing to do is to call your broker and as him to manage it for you (close eveything, add a stop here, ...).
So not having an emergency phone number for something which is not vital is acceptable.
A lost trade opportunity is not vital, IMVHO...
I'm writing this because as a service provider I had the worst outage ever today, 1 hour 26 minutes of downtime for some of my clients. Few guys called me and I told them to call their broker and close their position until we fix the problem, and I think think it was the right thing to do when you don't know exactly what's going on and how long it will take to be fixed.
Success requires no deodorant! (Sun Tzu)
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