17 Nov 2020
Eurex
Eurex Exchange Readiness Newsflash | Refresher Newsflash: Incident handling: Emergency communication
Dear Eurex Participant,
While our constant effort is to keep the usual high availability rate of the Eurex T7 trading system, we want to support our Trading Participants to be prepared as best as possible for the rarely occurring incident cases. Therefore, we publish newsflash messages on a regular basis to explain handling of various special incident cases or provide more general incident handling information.
With this newsflash, we provide you with the information on emergency communication by the exchange in cases of (partial) unavailability of the T7 trading system.
1. Overview of emergency communication channels and procedures by the exchange
If the T7 trading system is (partially) unavailable (caused e.g. by a technical issue), it is our intention to provide market participants with a swift, but also precise and regular information. In the following we summarise the different emergency communication channels:
a) Automatically generated emergency information messages by the T7 trading system:
The trading system is designed to recognise certain specific issues (e.g. Partition Specific Gateway failure as explained in our Refresher Newsflash from 7 May 2020). The automated reaction of the T7 trading system provides an immediate notification of a potential technical issue.
b) Emergency information message after initial analysis and verification:
After the occurrence of a potential technical issue, the exchange directs all necessary resources to investigate the situation. Following the identification of the root cause, market participants are informed, and resolution measures start. The exchange informs market participants about the issue over T7 GUI news board (if T7 is available), e-mail, SMS, website message and via the Eurex App. In addition, the "traffic light" indicator in the lower right corner of the Eurex website intuitively classifies the severity of the issue. Even though the exchange does all in its power to ensure the messages over the before-mentioned channels reach the recipients in a timely manner, it cannot guarantee their (timely) delivery in each case, due to dependencies on third-party providers that exist for some of the channels. This is especially the case with SMS.
c) Regular update until resolution:
We understand that it is important for Trading Participants to receive regular updates from the exchange in order to have an ongoing certainty of status quo of an incident. Thus, expect an update in about every 30 minutes during European day hours and 60 minutes during European night hours after the initial emergency message and until final resolution of the issue (over the same channels as in point 1.b) above).
d) Trading resumption/final resolution message:
As the technical issue is solved, the exchange distributes a message on details of trading resumption (if applicable) or a resolution message. Again, the same channels as in point 1.b) above are used.
2. Best Practice
In addition to highlighting the usual emergency communication channels and procedures of the exchange, we would like to provide you with best practice tips:
- To ensure a swift notification about a potential issue on the exchange side, please make use of the automated T7 messages (point 1.a) above).
- The emergency notifications will soon be made available also via the Eurex App. Here you can check the Eurex systems, production newsboard etc. of your interest on the go.
- To ensure, you receive the emergency communication by the exchange in a timely and reliable manner, please make use of the different communication channels available (point 1.b) above). To subscribe for the emergency communication over SMS/e-mail, please fill in the electronic form in the Member Section under My Profile > Emergency Notification.
- After initial verification of a technical issue by the exchange, we recommend refraining from contacting functional or technical helpdesks for general questions, as it hinders the operational teams in their contribution towards issue resolution. In addition, the operational teams usually refer you back to the latest published news board. We therefore recommend making use of published emergency information directly.
If you have any further questions or comments please do not hesitate to contact the Customer Helpdesk Derivatives Trading Operations (Market Supervision) at tel. +49-69-211-1 12 10 or send an e-mail to: eurextrading@eurex.com.
Kind regards
Derivatives Trading Operations (Market Supervision)
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Recipients: | All Trading Participants of Eurex Deutschland and Vendors | |
Contact: | Customer Helpdesk Derivatives Trading Operations (Market Supervision), tel. +49-69-211-1 12 10, eurextrading@eurex.com | |
Web: | www.eurex.com |
