WHAT WE SUPPORT

Many industries leverage real-time data, none more so than the financial markets. Market Data from data providers like the New York Stock Exchange, LSEG Refinitiv and Bloomberg is a critical component. Data is low latency and high throughput, with billions of messages being delivered in real time. Gaps in service have a newsworthy impact on trading and lost revenue. Therefore, these systems require expert tuning, management and support.

HOW WE SUPPORT

CJC operates a full, 24 x 7 operation in Hong Kong, Singapore, London and New York. Our support centres are powered by expert operational and engineering staff. We leverage world-class monitoring and observability tooling, with a rigorous IT service management process, all underpinned by ISO 27001.

CJC provide our clients with proactive event management for data feeds, real-time data infrastructure and affiliated technologies. These include LSEG Refintiv RTDS, Bloomberg B-PIPE and messaging technologies like Kafka and Solace.

CJC dynamically detects changes in the state and performance of the client’s applications and platform, alerting the client to incidents and breaches of thresholds – whilst simultaneously restoring service.

IT SERVICE MANAGEMENT

It’s not effective to have differing support models. If we manage 5 servers or 500 – all customers are equally supported by the best service levels and response times. To achieve this, we use enterprise-class tooling and continually refine our ITIL Service Management methodologies.

SUPPORT TOOLING

Real-time data infrastructures have complex resolution paths, frequently involving multiple partners, including datacentres or cloud providers, circuit carriers, hardware support and data providers. Any of these parties may need escalation during an incident.

CJC owns the incident across all parties end-to-end, leveraging state-of-the-art monitoring from ITRS Geneos, and Fresh Service, the Top 10 Gartner-rated ITSM platform.

The Incident Management process includes:

• - Detecting events.
• - Creating Incident tickets in ITSM.
• - Notification to clients and counterparties.
• - Assigning incident priority.
• - Initiating investigations.
• - Tracking incidents.
• - Updating the client on progress.
• - Closing the ticket on service restoration.

SERVICE IMPROVEMENT

Problem Management is an extension of Incident Management, which focuses on the root cause investigation and deploying preventative measures to avoid future recurrence.

CJC Problem management is proven to improve services and reduce support costs.

The Problem Management process includes:

• - Correlating events to problem record
• - Determining the appropriate actions.
• - Working with the client to deploy solutions.

TRANSPARENT REPORTING

Our clients access multiple service and incident reports via our client portal, providing detailed information on significant events, with plans to reduce recurrence.

CJC has 3 specific reports which are provided in the following timescales:

• - Report within 24 hours of resolution.
• - Root cause report within 3 business days.
• - Final Report within 5 business days.

EFFECTIVE CHANGE

Effective change management controls the lifecycle of all changes and upgrades to our client’s infrastructures, minimising disruption to production services. CJC run this on a vast scale across hundreds of client infrastructure setups, via our change advisory board (CAB). The Change Management includes:

• - Evaluation of changes and impact.
• - Raising change, approval and scheduling.
• - Change implementation.
• - Client notification of completion.

RELEASE MANAGEMENT

Real-time data software that is deployed on client infrastructures has frequent changes. CJC test the new software versions, and associated configurations, upgrade and reversion scripts. In conjunction with our clients, CJC manages the rollout of software upgrades.

TYPES OF CHANGE

Standard Changes - low-risk and pre-approved.

Normal Changes – Business-as-usual changes, but has potential risk.

Emergency Changes - Unforeseen events driving an immediate and unplanned change.

CLIENT COMMUNICATION

The global, 24x7 CJC Client Support team is our customer's central point of contact for all services.

CJC has a variety of open communication channels for customers to engage with CJC.  From a dedicated client dedicated support portals, hotline, chatrooms and email - All manned and monitored by CJC 24x7.

CLIENT SUPPORT PORTAL

Clients utilise our modern and intuitive support portal, powered by Fresh Service ITSM. The support portal is highly regarded for its ease of use, user-friendly interface, and ability to centrally manage events. From here clients can create and monitor tickets, and events, and raise service or change requests.

The CJC support portal also provides access to relevant documents, knowledge articles, service information and statistics along with a vast array of other useful materials.

The CJC support portal, powered by Fresh Service, integrates with CJC and other monitoring tools. The client owns ITSM (e.g. ServiceNow) to streamline communication and accelerate support processes.

GOLD STANDARD SLA & KPI

CJC provides managed services to a wide spectrum of clients. It’s not effective to have differing support models, which is why CJC provides a fast and responsive Service Level Agreement (SLA) for all clients.

Sev 1 - Critical/System Down.
TTN= -15 MIN  MTTR= -4HRS

Sev 2 - service is usable but limited.
TTN= -15 MIN  MTTR= -8HRS

Sev 3 – minor failure, production unaffected.
TTN= - N/A  MTTR= -24HRS

TTN= Time to Notify
MTTR= Mean Time to Resolution

SERVICE REVIEWS

CJC hosts monthly service review meetings, where we:

• - Provide information on occurred events.
• - Provide information on service trends.
• - Provide advisories to improve service.
• - Review service improvement initiatives.
• - Review performance against agreed SLAs.
• - Confirm client satisfaction.