Occasionally, trading outages or other issues may arise during the trading day. In many instances, the underlying causes for most trading outages are related to communications connections that are momentarily disrupted for one reason or another. When such outages occur, we are singularly focused on one objective: to get our trading community back up and trading as fast as possible and in an orderly fashion. Each and every Assent associate remains committed to this objective.
Customer Service Tips
When you need support, we're here to help! When reaching out to us for support, regardless of what means you use to contact us, please keep in mind that there are always some key pieces of information we need to expedite our ability to quickly assist you. So, when you need assistance, please make sure you convey to us the following:
- your name and the four (4) character trader ID we assigned to you
- your contact information, such as a phone # and an e-mail address we can use to get right back to you
- the name of the Branch Office Manager/Supervisor who guided you through the new account opening process and/or who supervises your trading activity
FOR A LIST OF BRANCH OFFICE MANAGERS, please click here
- the location you're trading from (i.e. the specific branch office, your home, or another off site location)
- the version of the trading software used when the issue arose
- any relevant details about your specific trading configuration that you feel would be helpful to us, such as the version of the operating system your computer uses, the type of computer you're using and related details
Armed with such information, coupled with a description of the service issue you may be experiencing, we can usually pinpoint the cause and suggest several possible remedial steps you can immediately take. If it's not something we can help remedy right away, we'll research the issue and get back to you as soon as possible. Our goals are the same as yours, to enable you to trade when you want, how you want and with the full power of the trading tools you need to successfully trade.
CONTACT: The Assent TRADE SUPPORT DESK at (201) 356 - 1423 or assent.tradesupport@sungard.com
