To make sure that your request will be handled as soon as possible please follow the requirements listed below.
There are 2 channels that you can use to rise a support request:
Submit a request form on our support platform:https://algotrader.zendesk.com/hc/en-us/requests/new
Send an email to firstname.lastname@example.orgIn your email please fill the following schema:
Type of service: On-premise/SAAS
Company: Your company name
Mode on which issue was noticed: Backtesting/Exchange simulator trading/Live Trading
Severity Level: High/Medium/Low
Description: Description of the issue
Add as many details as possible, remember also to add log files, screenshots, steps to reproduce the problems, and everything that might be helpful in the investigation.
For urgent issues, it is recommended to also add your phone number so that we can reach you quickly for questions/updates
You can access your tickets here:
https://247.zendesk.com/ - Temporary platform - All tickets raised between May and July 2022.
After submitting the first ticket account for you will be created automatically at the email provided in the request. You will receive a registration email with a link that allows you to confirm registration and set a password for your account. You can also create an account by clicking Sign in -> Sign up in the right top corner of this page.
It's needed to sign up before it will be possible to browse tickets. Any other contact besides email@example.com email or submitting a request form on the Zendesk platform will not be treated as an official support request.
It's possible to link tickets requested from the same organization in order to enable such ticket sharing please contact us at firstname.lastname@example.org
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