Key takeaways
- Define coverage, response targets and escalation clearly.
- Monitoring scope matters as much as response times.
- Agree maintenance windows away from peak trading.
Coverage
Trading platforms need around-the-clock cover during market hours, and crypto CFDs trade at weekends too. Agree which hours are covered and how urgent issues are reported.
Response and resolution
Define priority levels (for example, platform down vs cosmetic issue) with response and update targets for each. Uptime should be stated as a target with clear measurement.
Monitoring scope
- Servers and resources.
- Client connections and access servers.
- Bridge and LP connections.
- Price feeds and quotes.
- Scheduled tasks such as swaps and backups.
Reporting
Regular incident summaries and maintenance logs build trust and help plan improvements. See 24/7 Support & Monitoring.