The Technical Feedback Resolution Process at FXTRADING.com is a structured workflow designed to identify, analyze, and resolve technical issues reported by users. This document outlines how FXTRADING.com manages system anomalies to ensure a stable and secure trading environment.
The Three Stages of the Technical Feedback Resolution Process
The Technical Feedback Resolution Process consists of three sequential phases to ensure every report is handled with technical precision.
Stage 1: Initial Support and Identification
During the Initial Support and Identification stage, the Customer Service team acts as the first point of contact. This stage focuses on preliminary diagnostics and data collection.
Troubleshooting: Representatives assist with basic local fixes, such as verifying internet connectivity or clearing browser cache.
Data Verification: Staff ensure all necessary data points, including Order IDs and error screenshots, are collected.
Logging: The report is officially entered into the FXTRADING.com internal tracking system.
Stage 2: Technical Specialist Review
During the Technical Specialist Review stage, issues involving complex trade execution or software behavior are escalated to senior specialists.
Log Analysis: Specialists retrieve and analyze server-side logs to track system behavior.
Data Comparison: Market price feeds are compared against historical data to identify price discrepancies or slippage issues.
Root Cause Analysis: Specialists pinpoint the exact technical origin of the reported behavior.
Stage 3: Research and Development (R&D) Phase
During the Research and Development (R&D) Phase, confirmed systemic bugs or program errors are transitioned to the engineering department.
Engineering Fix: Senior engineers write specific code patches or system updates to resolve the core issue.
Quality Assurance (QA): Every fix undergoes rigorous QA testing to ensure stability under high-pressure market conditions before public deployment.
Research and Development (R&D) Repair Priorities
The Research and Development (R&D) Repair Priorities are determined by the severity of the impact on the trading environment.
Critical Priority: Includes issues affecting fund security, real-time quote interruptions, or the total inability to execute orders. These trigger an immediate emergency repair mechanism.
Standard Priority: Includes feature malfunctions, interface display errors, or general performance optimizations. These are addressed during regular system update cycles.
Client Notifications and Ticket Status
Understanding the Client Notifications and Ticket Status protocol ensures transparency during the resolution cycle.
Ticket Closure: When an issue moves to the R&D phase, your support ticket may be marked as "Closed" or "Resolved." This indicates the issue has successfully transitioned from the support desk to the development pipeline.
Automated Updates: You do not need to perform manual follow-ups. The system sends an automatic notification email once the fix is live in the production environment.
Required Information for Technical Reports
To expedite the Technical Feedback Resolution Process, please provide the following information when submitting a report:
Account Details: Your trading account number and specific Order IDs.
Timeline: The exact date and time of the occurrence, including your time zone (e.g., GMT plus 10).
Platform Version: Details on the environment, such as MT4/MT5 Desktop, Mobile App version, or Browser type.
Operation Path: * The Section: The specific area of the Client Portal (e.g., Deposits, Social Trading).
The Step: The exact action taken when the error occurred.
Evidence: Screenshots or screen recordings showing the error.
Error Codes: The specific text or codes displayed in system pop-ups.
Contact Support
If you need to initiate the Technical Feedback Resolution Process, contact FXTRADING.com via the following channels:
Live Chat: Available on the FXTRADING.com website.
Email: [email protected]
Phone: +61 280397366