Ticket Requirements
Overview
When submitting a support ticket, please share the main details about the issue. This helps the team understand the problem and begin investigation immediately.
This allows us to:
Reduce back-and-forth communication
Investigate issues faster
Escalate requests more efficiently to dxFeed, Infrastructure, or other teams
Key information to provide
To help us begin troubleshooting without delays, please include the following information in the ticket:
Accurate timestamps. UTC is preferred
Affected symbols in the correct dxFeed format
Logs, screenshots, or recordings
Expected and actual behavior
Detailed ticket field information
Please include the details below to help us process the request faster.
Field | Description | Required | Example |
|---|---|---|---|
Description | What is the issue | Required | Prices frozen on US30 since 14:30 UTC |
Environment | For example, Prod, UAT, or Demo | Required | Prod |
Affected service | Impacted area or product | Required | Market Data, Scanner, Charts, Tick Data |
Endpoint | Connection or API endpoint | Required | demo.dxfeed.com:7400, https://demo.dxfeed.com/webservice/rest/ |
Symbols | Instruments in dxFeed format. Verify symbol format using IPF if needed: | Required | AAPL, US30, BTC/USD |
Events | Type of affected data. See dxFeed API Market Events for details | Required | Quotes, Trades, Candles |
Time (UTC or local time with time zone) | Time when the issue was observed, including time zone (UTC preferred) | Required | 2026-02-01 14:37 UTC or 16:37 GMT+2 |
Frequency | How often the issue occurs | Required | Intermittent, Permanent, During market open |
Evidence | Logs, screenshots, or recordings | Optional | Attached screenshots/logs |
Expected vs actual | What was expected and what happened instead | Optional | Expected real-time data, actual delay ~5s |
Note
Not sure about all fields? Fill in what is available. Our team will help complete the remaining details.