Skip to main content
Something's wrong

When to escalate to the HC team

Guidance on when to contact HC for support, what to include, and how to raise urgent issues.

When to use this

Use this guide to decide when self-service is the right approach and when you should escalate to HC, and to gather what HC needs when you do.

For the contact channels themselves, see How to get support.

Before you start

Try self-service first. Before contacting HC, work through the following:

  • Check the error message in the Control Panel and search the help centre for that error (see Error codes and what they mean).

  • Confirm whether the issue is isolated to one event or affecting multiple events across the stream.

  • Check whether a recent mapping or config change in your source or destination system could have caused it.

  • Attempt a manual resend on a single failed event to see if the error persists (see How to fix and resend a failed event).

If the issue resolves itself or a manual resend succeeds, no escalation is needed.

Steps

Decide whether to escalate

  1. Check whether any of the following apply:

    • You cannot understand the error message and the help centre does not explain it.

    • The same error is recurring across multiple events after you have attempted a fix.

    • Events are stuck in a Processing or Pending state for more than 30 minutes.

    • A large volume of events has failed and you need a bulk resend (see Requesting a bulk resend).

    • You are seeing authentication errors and cannot resolve them from your system's settings.

    • A mapping or configuration change is required that you cannot make yourself.

    • A stream has stopped processing entirely with no obvious error.

    • Failures are affecting live trading or customer-facing operations.

  2. If any apply, contact HC. If none apply, continue with self-service.

Gather what HC needs

Providing the right information upfront means HC can investigate immediately without needing to ask follow-up questions.

  1. Note the stream name: the exact name of the affected stream.

  2. Copy one or more event IDs for failed events from the Control Panel.

  3. Copy the error message: the full error text from the Control Panel.

  4. Write down expected vs actual: what you expected to happen and what actually happened.

  5. Note when it started: the approximate date and time the issue began.

  6. Confirm whether it is ongoing: whether events are still failing at the time of contact.

Contact HC

  1. Contact HC with the information above: see How to get support.

Raise an urgent issue

If the issue is affecting live trading or a large number of orders:

  1. Use the urgent contact method defined in your service agreement.

  2. Include "URGENT" in your message.

  3. Provide all the details listed above.

What you should see

HC prioritises urgent requests and will acknowledge within the agreed SLA. For all requests, providing the details above means HC can begin investigating immediately without follow-up questions.

If it did not work

Events are still failing after your attempted fix. The same error recurring across multiple events after a fix is a reason to escalate: contact HC with the details above.

You cannot make out what the error means. If the help centre does not explain it, contact HC.

To contact HC, see How to get support.

Related

Was this helpful?

Still need help? Ask the team