Market Data Advisory Notices
To | Market Data Distributors
From | Market Data Operations
Subject | New Support Procedure for Issues Related to the Market Data Platform Network
Notice Date | 2006-02-09
Notice Number | Q2006-22
Effective Date | 2006-02-09
Effective immediately, a new procedure has been implemented for supporting the Market Data Platform for Market Data Distributors. This notice summarizes the new procedure, as follows: All Market Data Distributors, and CME® member firms that redistribute market data, should call our new 24 hour domestic toll free phone number for all market data-related issues. The new number is 866-214-7812. (We are currently working on international access, which should be available shortly.) You will be connected to our new automated Market Data Help Line, which will direct your call to the appropriate department within CME, based on your specific issue. You will hear the following message when you call the new help line: "You have reached CME’s Market Data Help Line. Please select from one of the following menu options:" · Press 1 for Production Issues. You will hear the following choices: o Press 1 for Connectivity or Latency issues (Calls are routed directly to CME’s Enterprise Technology Operations Department for first-level troubleshooting.) o Press 2 for ITC 2.1 format or data- specific inquiries [Calls are routed directly to Market Data Operations from 6:30 a.m. to 5:30 p.m. Central Time (CT), and to Enterprise Technology Operations from 5:30 p.m. to 6:30 a.m. (CT).] · Press 2 for Certification and Testing Issues. You will hear the following choices: o Press 1 for Certification connectivity issues (Calls are routed directly to the Customer Support for Electronic Trading (CSET) Department). o Press 2 for ITC 2.1 format or data-specific inquiries (Calls are routed directly to Market Data Operations). Problem Resolution for Production Issues For all production issues, Enterprise Technology Operations will complete a preliminary diagnosis of the issue and will attempt to remedy the problem, as quickly as possible. The problem will be escalated to 2nd or 3rd level support personnel in the event it cannot be resolved by Enterprise Technology Operations. Problem Resolution for Certification and Testing Issues The CME certification environment is dedicated to the testing needs of electronic trading customers. The environment has two main purposes: to provide an environment that matches production for customers to develop their applications; and to provide a future-state environment for new development initiatives (i.e., Beta environments). The CME certification environment is available Sundays 4:00 p.m. through Fridays 4:00 p.m. Central time (CT). Weekly maintenance is scheduled every Tuesday from 12:00 p.m. to 5:00 p.m. (CT). The CME Certification Environment Overview (PDF) provides basic operational information for the CME Market Data Platform (MDP) certification environment. Please contact the following Market Data Operations staff if you have any questions about this new procedure. Thank you! Marilee Radecki 312.930.8193 mradecki@cme.com Kevin Brady 312.648.3653 kbrady@cme.com