The Leading Foreign Exchange STP, Integration, Overview, Trading Connectivity and eFX Price Distribution Solution for Financial Markets
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Support
DealHub Support is run 24/7 from London with extended cover from the New York office, and development support in UK, USA, Canada, India and New Zealand. Bank staff are trained to be 1st level support, to maintain the operating system and database server and to manage disk space and connectivity. Training is done on a one-to-one basis or in group sessions as appropriate, and begins during the installation and testing phase of any new installation, continues through go-live and is ongoing for existing clients. OCL can offer regular health checks either remotely or on-site as part of a tailored service contract but OCL usually train the bank staff to do the checks and assist in any scripting of backups etc. As part of the installation we can help the bank in integrating DealHub logs and events into any bank specific health monitoring systems (such as products like Tivoli, NetAgent, etc). The DealHub system is designed to run in an unmanned computer room and is usually remotely managed by DealHub/Manager software. DealHub services will recover automatically in almost all cases after system failure or restart. All services have logging and tracing mechanisms and will report serious issues in the system event log and DealHub log files. The DealHub Support Site includes helpdesk tracking, which sends e-mail alerts to both parties (Bank and OCL), the DealHub knowledge base, glossary of terms, and can process license requests. The DealHub Ticket system allows bank users to raise, update and track open and closed issues, locally and globally for the Bank. Bank staff have access to bank issues only, but open access to DealHub Knowledgebase. |