Services: Marketcetera Support Services





  
  

  	  

    


Marketcetera is a company founded by technologists who have developed and supported trading systems, and we understand the value of timely access to experts when supporting mission critical systems. Whether you are just beginning to evaluate Marketcetera or have already deployed our open source platform in production, we offer a variety of support offerings to ensure you have exceptional and professional support at every stage of your project. 




Marketcetera Support Subscription


Protect your systems, and your peace of mind, with an annual support subscription from Marketcetera, available for the Marketcetera Automated Trading Platform and Marketcetera Connectors, including Market data adapters and certified broker connectors. For a single annual fee you’ll have access to high-quality technical support, a comprehensive knowledge base and much more, ensuring you have the protection you need to keep your business going, even in the event something goes wrong. 


Benefits:




    

  • Direct Multi-Channel Support Access: Get direct access to technical support experts by phone, email or web for an unlimited number of support incidents
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  • Web-based Case Management: Get fast, efficient web-based case management
    • 

  • Warranty and Indemnification:  Risk mitigation in the unlikely event of a intellectual property infringement claim
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  • Knowledge Base: Get product tips, how-to documents, and workarounds for known issues
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  • Community Forums: Share product knowledge and ideas with our community members
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              Service Coverage
              Standard Subscription Package
              Premium Subscription Package

    


    Product Coverage 
    Marketcetera Platform  √ Market Data Adapter √ Broker Connection √
    Marketcetera Platform √ Market Data Adapter √ Broker Connection√
  

 

    Hours of Operation
    8AM - 8PM EST
    24    x 7 x 365*
  

  

    Response Time
    Within 4 business hours
    Within 1 hour*
  

 

    Phone Support
    √ 
    √
  

  

    Email Support
    √
    √
  

 

    
Web-based    Support

    √
    √
  

  

    Knowledge Base
    √
    √
  

 

    Remote Support
     
    √
  

  

    No. of  incidents
    Unlimited
    Unlimited
  

 

    Priority Queuing
    √
    √
  

  

    Authorized Contact
    Up to 4
    Up to 4
  

 

    Product Updates
    √
    √
  

  

    Patches and Hot Fixes
    √
    √
  

 

    Minimum Contract Period
    1 Year
    1 Year
  






* response are for Severity 1 issues only



Contact us to purchase Marketcetera Support Subscription Package>




Helpline



Helpline is our tailored per-incident support offering, specifically designed to save you time and address your installation, configuration and usage questions during the evaluation and pre-production stages of your project. Helpline provides direct access to Marketcetera experts so you can quickly move from evaluation towards production deployment.  Offered in 1 and 5 incidents packages, Helpline offers multipoint access to Marketcetera experts as well as other special features, ensuring you get the information you need to make your project a success.
  




     



              Service Description
              1 Incident
              5 Incidents Package

    
  

    Hours of Operation
    8AM - 8PM EST
    8AM - 8PM EST
  

 

    Phone Support
    √
    √
  

  

    Email Support
    √
    √
  

 

    Web ticketing
    √
    √
  

  

    Knowledge Base
    √
    √
  

 

    No. of incidents
    1
    5
  

  

    Validity
    Valid for one year after purchase
    Valid for one year after purchase
  

 

    Response Time
    Within 1 business day
    Within 1 business day
  

  

    Authorized Contact
    1
    1
  

 

    Product Updates
    √
    √
  





Contact us to purchase Marketcetera Per-Incident Support Packages>