Market Data Support

Supporting your data delivery from day one.

Market data support

Speak to our team

Email: marketdata.ops@tradition.com
Telephone: +44 (0)207 198 5826
Hours: Sunday 21:00 GMT/BST – Friday 23:00 GMT/BST.

Based in Madrid, our global market data support team provides 24/6 support for our customers.

All incidents and requests via email or telephone are captured through our automated helpdesk service.

All support tickets are acknowledged automatically
You will receive a confirmation that we have received your support ticket and will provide you with a unique ticket reference number
Tickets will be created for each individual request as per normal incident management framework

Out of hours support

Should you require out of hours support, please contact our automated helpdesk service to create a ticket and one of our team will be in touch within opening hours.

Escalation & Reporting

Escalation

Escalation processes will be initiated if an issue is not resolved within defined timescales. Analysts will escalate the ticket to engineering teams, who will in turn escalate to the Head of Market Data and Group CTO.

Should you need to escalate your ticket yourself, or would like to speak with a member of the market data support team, please telephone +44 (0)207 198 5826 quoting your unique ticket reference number.

Reporting

Quarterly reports and service reviews are available on request from the TraditionData customer management team.

Onboarding

What to expect from us during the onboarding process

Our technical onboarding team is here to provide comprehensive support throughout the entire onboarding process, and beyond. We are available to answer any questions you may have about connecting to us via cross-connects, private networks, or VPNs, our APIs/SDKs, and any other technical queries you may encounter.

It is our goal to ensure you have the best service experience possible, from the initial onboarding process through to the continued successful running of your service.