Overall process description
dxFeed employs a multilayered ITIL-based support structure powered by industry standard processes, providing convenience and transparency for Customers. The high level of our maintenance and support processes was confirmed by numerous audits run by several U.S. and Japanese companies. One of the main points of dxFeed support is Service Operations Processes. We apply several ITIL-based processes to monitor operational thresholds.
A key element in any support service is the ability to detect the first signs of an upcoming Problem.
For monitoring purposes dxFeed uses MARS, Devexperts' flagship product - a state-of-the-art monitoring system capable of monitoring most IT environments (Web, DB, OS, network, hardware, etc.) and offering the unique option of easily embedding the monitoring code directly into the software solution. In addition, we have other powerful industry leader monitoring systems, like Zabbix.
This allows our clients as well as the dxFeed Service Desk to monitor any software parameter or business value and keep the highest uptime for the services.
B2C support is powered by Zendesk, which is in turn integrated with Jira, where the B2C crew can perform any escalations.
All Incidents involving the platform, data feeds, 3d party data providers, services etc. are reported to the support team and logged in Atlassian JIRA (SUPDXFD Service Desk Jira tracker).
Every member of the dxFeed team has access to any detail of any issue that is tracked in the Jira Service Desk. This allows us to devote all of our resources to the issue handling process.
Every newly created issue falls into a specific JIRA workflow configuration, which contains relevant information concerning its' type, priority level, SLA information, message history etc.
All incidents concerning the B2C division are also being solved in Zendesk.
The problem management process is aimed at minimizing the impact of Incidents on everyday activities of the affected businesses as well as at preventing potential incidents caused by errors in dxFeed’s infrastructure. Every closed Incident raises a new Problem, and then the dxFeed team evaluates its' root cause, time of impact, time until full recovery and other details related to the issue.