Version 2.0 xx August 2016
Legal Notices No part of this document may be copied, reproduced or translated without the prior written consent of ION Trading UK Limited. ION Trading UK Limited 2016. All Rights Reserved. All company, product, and service names are acknowledged.
Contents About this guide... 1 Who should read this guide... 1 Related documentation... 1 Conventions used in this guide... 1 Introducing the ION Margin Direct Service... 2 Capabilities... 2 Trade entry and manipulation... 2 Manual and automatic calculation... 3 Back-dated margining... 3 External files... 4 Profit & Loss and Breakdown reporting... 4 Data security... 4 Uses of Margin Direct... 5 Calculating margin requirements for a simple set of trades... 5 Calculating margin requirements for portfolios in back office system... 5 Analyzing the effect of closing out selected trades in a portfolio... 5 Trade entry... 6 Portfolios... 6 Creating a portfolio... 6 Displaying a portfolio... 7 Navigating a portfolio... 8 Filtering a portfolio... 8 Storing portfolios in a file... 9 Loading portfolios from a file... 9 Checking status of a portfolio... 10 Trades... 11 Adding a trade... 11 Editing a trade... 12 Excluding from and including in the margin and valuation calculations... 12 Deleting a trade... 13 Deleting all trades from all portfolios... 13 Accounts... 14 Adding an account... 14 Editing an account... 14 Selecting an account... 15 Manual and automatic calculation... 15 Margin and valuation figures... 16 Trade page... 16 Margin page... 16 Storing margin figures in a file... 16
Navigating margin information... 17 Backdated margining... 17 Profit and Loss... 18 Displaying profit and loss information... 18 Obtaining detailed information... 18 Navigating profit and loss information... 19 Breakdown report... 20 Creating a breakdown report... 20 Content of a breakdown report... 20 Appendix A: Accessing Margin Direct... 21 Browser requirements... 21 Logging on... 21 Logging off... 22 Appendix B: The Margin Direct pages... 23 Page layout... 23 Menu bar... 23 Task and Status bar... 24 Page display area... 24 Pages... 24 Trade... 24 Account... 25 Margin... 25 Profit and loss... 25 Breakdown... 26 Customer information... 27 Accessing documents online... 27 Providing feedback about documentation... 27 Contacting technical support... 27 Telephone support... 27 Web support... 28 E-mailsSupport... 28
About this guide This guide describes the features and functions of the Margin Direct product. Who should read this guide This guide is intended for: Risk management staff in trading organizations such as investment banks, trading firms, and hedge funds, who wants to assess the margin requirements for trade portfolios. It is assumed that the reader is familiar with the basics of Margin Direct. Related documentation Margin Direct: Technical Interfaces Risk Array Module: Stress Test Module: Conventions used in this guide This guide uses several conventions for special terms and actions, operating system-dependent commands, and paths. Table 1: Conventions This text formatting Bold Italic Monospace Is used to indicate Graphical user interface elements. New terms. Words and phrases that are emphasized. Cross-references. Names of documents. Names of keys. Commands, command options, and flags that appear on a separate line. Paths and file names. Code examples and output, and message text. Variables. Values you must provide and text strings you must type. 1
Introducing the ION Margin Direct Service Margin Direct is a web-based margin and valuation calculator. Some of the key features of this service are: Provides over 60 margin methods and covers 50 exchanges around the world, with more being added all the time. Since ION hosts the calculator, you can access it in a web browser. You do not need to install, download, or maintain any software or data. Margin Direct uses an encrypted link to communicate with the browser, ensuring that the business data remains confidential. The calculator has uses throughout a derivatives business. Table 2: Margin Direct use cases Front Office Middle Office Back Office Ability to Revalue any portfolio throughout the day. Carry out what-if scenarios. Carry out try-before-you-buy analysis. Ability to verify customer enquiries quickly without recourse to back office operations. Ability to: Carry out independent verification of exchange and clearing house margin calculations. Respond swiftly to customer queries. No need to wait for batch runs at the end of the day. Use as a testing tool for the new markets. Capabilities The following sections contain an overview of some of the Margin Direct capabilities: Trade entry and manipulation Manual and automatic calculation Back-dated margining External files Profit, loss, and breakdown reporting Trade entry and manipulation Margin Direct has comprehensive facilities for entering trades that make up a portfolio. You can enter the trades directly through the user interface, or load them from a file on your computer. Using a file is useful for a portfolio that contains a large number of positions or that originates from another system (such as your organization's back office system). 2
Editing trades After you enter the trades, you can calculate the margin requirements and the value of the portfolio. In addition, Margin Direct enables you to: Change any characteristics of a trade. For example, you can change the number of lots, the trade price, or override the lot size. Exclude one or more trades from the margin calculation without deleting them. You can include them again whenever you want. This facility enables you to see the margin requirement if you close out certain trades. You can get an accurate assessment of the requirements before taking any action. Delete trades from the portfolio. Multiple portfolios Margin Direct is not limited to holding a single portfolio for a single account. You can define any number of accounts, and then create a portfolio for each of them. Margin Direct maintains separate margin and valuation amounts for each account. You can look at any portfolio by selecting the corresponding account. Display filtering Filters enable you to display part of a portfolio. They are useful when you want to work on a set of trades that share one or more characteristics. For example, if you want to work on all the Future trades on the Eurex exchange with a specific delivery date, you can filter the display on any combination of the following characteristics: Exchange Product Trade type Buy/Sell indicator Delivery date Exercise price Manual and automatic calculation Margin Direct provides two ways of calculating the margin requirements and value of a portfolio: On demand Click a button on the Trade page to calculate the portfolio. Auto Calculate Margin Direct recalculates the portfolio after each change that you make to its trades. Back-dated margining Usually, you can calculate margin requirements and portfolio valuations against the latest available prices and theoretical data for each exchange. However, sometimes you may need to exclude more recent data from your calculations. Margin Direct enables you to select a previous set of data to use in its calculations. 3
External files You can load one or more portfolios from a file on your machine (for more details, see Trade entry and manipulation, on page 2). Similarly, you can store the portfolios that you have displayed in Margin Direct as a file on your machine. This prevents the loss of any of your work and you can reload it the next time that you use Margin Direct. Finally, you can store the margin and valuation results in the file. These files can use any of the following formats: Comma-separated values (CSV) Raw (as generated by the OPENDWN report in the Rolfe & Nolan System) For details about the format and structure of the files that you can load into Margin Direct, refer to Margin Direct: Technical Interfaces guide. Profit & Loss and Breakdown reporting In addition to calculating margin requirements, Margin Direct can provide the profit and loss position and a margin breakdown report. Profit and loss Margin Direct calculates the profit and loss position for each trade in a portfolio. You can view this information in three ways: Portfolio Product Trade Each of these views contains more detailed profit and loss information than the preceding one. You can choose the amount of detail to display required for any of your portfolio or trade. Breakdown report Margin Direct can produce a detailed breakdown report for a portfolio. You can view the report online or store it in a file on your machine. In addition, Margin Direct gives you a choice of file formats for the report: Text Adobe Acrobat format (PDF) Data security Margin Direct uses a secure link to communicate with your browser. The technology that this link uses, known as Secure Sockets Layer (SSL), encrypts all the data transfers. Thus another party cannot read the data that you exchange with for Margin Direct. In addition, Margin Direct does not retain any of the data that you provide after the end of a session. If you want to retain the data, you must store it in a file. These measures mean that your business data remains confidential. 4
Uses of Margin Direct The fundamental unit that Margin Direct deals with is the trade portfolio. Therefore, to use the Margin Direct service, you must first create one or more portfolios. You can create these manually or load them from a file on your machine. There are many ways to use Margin Direct. The following sections contain some of the more common scenarios: Calculating margin requirements for a simple set of trades. Calculating margin requirements for portfolios in the back office system. Analyzing the effect of closing out selected trades in a portfolio. Calculating margin requirements for a simple set of trades In this case, you want to calculate the margin requirement for a set of trades. These may be trades that you have already executed or that you are considering executing. To do this: 1. Create a single portfolio in Margin Direct that contains the trades. 2. Calculate the margin requirement for the portfolio. Calculating margin requirements for portfolios in back office system In this case, you want to calculate the margin requirements for all of the customer portfolios held in the organization's Back Office system. To do this: 1. Copy the portfolios from the back office system into a file that you can access. The file must be in a format (for example, CSV) and structure that Margin Direct can read. For details about the file formats, refer to the Margin Direct: Technical Interfaces guide. 2. Load the portfolios into Margin Direct. 3. Calculate the margin requirement for each portfolio. Analyzing the effect of closing out selected trades in a portfolio In this case, you want to reduce the margin requirements for a portfolio to assess the effect on credit utilization. To do this: 1. Create a portfolio that contains the relevant trades. You can do this manually or by loading the positions from a file. 2. Exclude the selected trades from the margin calculation. 3. Recalculate the margin requirements and portfolio value. 4. Analyze the results to see if they are acceptable. 5. If further work is needed, bring some or all the excluded trades back into the calculation and exclude some others. Repeat this procedure from step 3 until you arrive at an acceptable balance between margin requirement and trading position. 5
Trade entry This section describes how to create and manipulate portfolios of trades. It covers the following topics: Portfolios Creating a portfolio Displaying a portfolio Navigating a portfolio Filtering a portfolio Storing portfolios in a file Loading portfolios from a file Checking status Trades Adding a trade to a portfolio Editing a trade Excluding trades from the margin calculation Deleting trades from a portfolio Deleting all trades from all portfolios Accounts Creating an account Editing an account Selecting an account Manual and automatic calculation Margin and valuation figures On the Trade page On the Margin page Storing in a file Navigating margin information Backdated margining Portfolios Margin Direct calculates margin requirements and valuations for a portfolio of trades. The following sections describe how to work with one or more portfolios. Creating a portfolio 1. Create an account to identify the portfolio (see Adding an account, on page 14). This is an optional step. Complete this step if you want to work on more than one portfolio simultaneously. 2. Select Analysis > Trade Portfolio. 6
Figure 1: Account selection 3. For multiple portfolios, select the portfolio's account from the list in Account. 4. Select a previous day price and theoretical data (see Back-dated margining, on page 3). This is optional. Complete this step if you want to carry out backdated margining. 5. Add trades to the portfolio (see Adding a trade, on page 11). Displaying a portfolio 1. Select Analysis > Trade Portfolio. Figure 2: Account selection 2. Select the portfolio's account from the list in Account: The portfolio's trades are displayed. Figure 3: Portfolio display 7
Navigating a portfolio Margin Direct divides a portfolio into sections of up to 20 trades each. Use the arrow buttons at the bottom of the grid to navigate between sections: Figure 4: Navigating trades Filtering a portfolio The following sections describe how to set and remove filters. Setting filters To set a filter for a portfolio, select the appropriate value from the list under the column title. You can use as many of the filters as you want. Margin Direct displays only those trades that have all of the selected values. Figure 5: Filtered trades A filter removes trades only from the display. The portfolio remains intact and the margin or valuation figures displayed are for the entire portfolio. 8
Clearing filters Table 3: Clearing filters To Clear a single filter Do this Select All from the list below the column title Clear all filters Click at the top of the Actions column. The grid displays the entire portfolio. Storing portfolios in a file To store all portfolios in a file, select File > Store. Margin Direct uses the mechanism of your browser for storing files. Some browsers can give you the choice of opening the file or storing it. Loading portfolios from a file 1. Select File > Load. The File Upload dialog box appears Figure 6: File Upload dialog box 2. If you know the location and name of the file that you want to load: a. Type the location and name of the file in the box. For example: E:\Keith\Margin Direct\Load Files\Example.CSV b. Go to step 5. 3. If you do not know the full path name of the file, click Browse. If you are using a Windows machine, the Choose File dialog box appears. 4. From the Choose File dialog box, select the file to load. The Load dialog box reappears with the name and path of the file. 5. Select the source of the prices that Margin Direct uses to margin the positions in the file. You can use the prices in the file itself or use the Margin Direct prices. Using the prices in the file is useful if you want to view a previously created portfolio with the prices that were current at the time. 6. Click Load. 9
Figure 7: Loading portfolios Margin Direct loads the portfolios from the specified file, replacing any portfolios that you have currently defined. When complete, it displays the status information. 7. If there are errors, click the link in the Status column for an account to view the error messages. You can then enter the correct versions of the erroneous trades manually, or edit the input file and load the portfolios again. 8. To view the portfolio for an account, click on the account name in the Account column. Average price trades Portfolios loaded from a file can specify the price of any position as regular or average (positions that you enter manually always have regular prices). On the Trade screen, a symbol appears next to the price of each average-price position. Figure 8: Average trade price Checking status of a portfolio To view the status information of a portfolio, select File > Status. Figure 9: Account status Table 4: Check status tasks Task Open the Trade page for a portfolio Action Click the portfolio s account name in the Account column. 10
Task View error conditions that occurred when loading a portfolio from a file Clear the error list for a portfolio 1 Clear the error list for all portfolios 1 Action Click the entry for the portfolio s account in the Status column. A list of the incorrect entries appears below the status grid. Set the check box on the row for the portfolio and click Clear Errors. Click Select All and then Clear Errors. Trades The following sections describe how to work with trades in a portfolio: Adding a trade Editing a trade Excluding from and including in the margin and valuation calculations Deleting a trade Deleting all trades from all portfolios To perform these actions, from the Trade screen select Analysis > Trades. For more details, see Trade, on page 24. Adding a trade Figure 10: Adding a trade On the Trade screen, enter the details in the fields above the grid to add a trade to a portfolio: 1. Enter the following basic details of the trade: Field Exch Trade Type Product Delivery Date Description The code for the trade's exchange. The type of contract (for example, Call). The exchange code for the product. The delivery date for the contract. The contents of the lists vary depending on what you select in these fields. For example, if you select the Eurex exchange and the Future trade type, the options in the Product field contain only the futures products that trade on Eurex. The list of products can be narrowed down using the Product Filter field. You can enter alphanumeric characters in the field to display only those products that contain the given filter string. 1 Use this when you are about to load portfolios from a file. Clearing the errors ensures that you view only those errors that are associated with the new load. You can also use this facility when dealing with a set of errors and when you do not want to view their messages any longer. 11
Special characters are not allowed to be used in the filter, but you can use the following regular expressions:.* (dot combined with asterisk) can be used to match zero or more characters between characters ^ can be used to specify the start of the product code. For example, ^A will display all the products starting with the letter A 2. Enter the following additional details: Field Side Quantity Exercise Price Trade Price Market Price SVN Lot Size Description Specify the side of the trade, Buy or Sell. The number of lots in the trade. 3. Verify that the details of the trade are correct, and then click Save. The trade appears in the grid. Editing a trade 1. For multiple portfolios, select the portfolio from the list in Account. 2. Locate the trade in the list below the Trade Detail section. 3. Click Edit in the Actions column. The values for that trade appear in the boxes at the top of the page. 4. Change the values as required. For Option trades, select the price for the trade. The price of the trade. This is optional. If you leave this field blank, Margin Direct uses the value from Market Price. The market price for the trade. This is optional. Initially, this box contains the previous day settlement price. Change this value if you want to use a different price. If the product has a series version number, select it from the list. This is optional. If the trade uses a non-standard lot size, type it in this box. This is optional. The values for Exch, Trade Type, Product, and Delivery Date are interdependent. Make any changes to the boxes in that order. 5. Click Update. Excluding from and including in the margin and valuation calculations When carrying out a what-if analysis, you can temporarily exclude a trade from margin and valuation calculations. After evaluating the situation, you can return the trade to the portfolio. Excluding a trade 1. Select the check box for each trade that you want to exclude. 2. Click Exclude. 12
Figure 11: Excluded trade Including an excluded trade 1. Select the check box for each trade that you want to include. 2. Click Include. Each trade s row reverts to its standard appearance. Deleting a trade 1. Select the check box for each trade that you want to delete. 2. Click Delete. To delete an entire portfolio: 1. Click Select All. 2. Click Delete. Deleting all trades from all portfolios If you want to retain any of the portfolios, store them in a file (see Storing portfolios in a filetable 3: Clearing filters To Clear a single filter Do this Select All from the list below the column title Clear all filters Click at the top of the Actions column. The grid displays the entire portfolio. 1. Storing portfolios in a file, on page 9). You can edit the file later to remove the portfolios and trades that you do not require. 2. Select File > Delete All. 13
Figure 12: Confirming trade deletion Margin Direct displays a confirmation message. 3. Click Clear to delete all trades from all portfolios. Accounts You can use accounts to uniquely identify portfolios. The following sections describe how to work with accounts: Adding an account Editing an account Selecting an account To perform these actions, from the Account page select Analysis > Accounts. For more details, see Account, on page 25. Adding an account 1. On the Account page, click Create New and enter the following details: Field Account Code Trader Type Omnibus Ind 2. Click Save. Editing an account Description Code containing up to 15 alphanumeric characters that uniquely identifies the account. The type of trader (for example, Hedger). Some exchanges that use the SPAN margining method apply different rates depending on the status of the account. Specify the correct value in this field, so that Margin Direct applies the appropriate rate. Indicates whether this is an omnibus account: YES: Margin Direct margins trades for this account gross. NO: Default value, Margin Direct will not gross margin trades for this account. 1. Click Edit in the Actions column for the account that you want to change. 14
2. Edit the details as required. 3. Click Update. Selecting an account To select a portfolio, you must first select its account. On the Trade, Margin, Profit & Loss, or Breakdown pages, select the name of the account from the list in Account. Figure 13: Selecting a portfolio Manual and automatic calculation You can use the Disable button in the Margin Summary section of the Trade page to switch between automatic and manual calculation. The following example screenshot shows automatic calculation: Figure 14: Automatic calculation When you switch off the automatic calculation, the Recalculate button appears in the Margin Summary section. Figure 15: Manual calculation 15
Margin and valuation figures Trade page To view the margin requirements and valuation of the portfolio at the exchange or currency level, in the Margin Summary section of the Trade page select Analysis > Trade Portfolio. To view more detailed information for any value, click Details in the Actions column. This opens the Margin page and displays information at the combined instrument or margin class level. Margin page To view the details of the margin requirements and portfolio valuation, on the Margin page select Results > Margin Results. When you open the page, it displays the summary information at the exchange and currency level. For an individual exchange and currency combination, click Details in the Actions column to display information at the combined instrument or margin class level, or the margin group level. Figure 16: Margin summary and details Storing margin figures in a file To store the margin figures for all the portfolios in a file: 1. Select Results > Margin. 2. Click any of these buttons: Download CSV Format To create a CSV file that you can load into a spreadsheet application, such as Microsoft Excel. Download Raw Format To create a file in raw (RANprotocol) format. Margin Direct uses the mechanism of your browser for storing files. Some browsers may give you the choice of opening the file or storing it. For details about the format and structure of the output files, refer to the Margin Direct: Technical Interfaces guide. 16
Navigating margin information The grid on the Margin page has ten lines. If the margin and valuation information uses more than ten lines, Margin Direct divides it into several sections. Use the arrow buttons at the bottom of the grid to navigate between the sections. Backdated margining Before adding any trades to a portfolio, you can select a set of prices and theoretical data that is older than the latest available for each exchange: 1. Click the Latest link on the right-hand side of the Trade page: Figure 17: Changing price dataset Figure 18: Selecting price dataset The Change Data Set page appears. 2. Select the data set you want to use for your calculations in the Select New Data Set dropdown list and click Save. Notes The Trade page re-appears and displays the selected date. The latest data set always contains the most up-to-date data available for each exchange. Use an older data set only if it is necessary to exclude more recent data from your calculations. You can select the date to use in calculations only when a portfolio is empty. 17
Profit and Loss This section describes how to use the Profit & Loss page of Margin Direct with respect to: Displaying profit and loss information Obtaining detailed information Navigating profit and loss information Displaying profit and loss information 1. Calculate the margin requirements and portfolio value. 2. Select Results > Profit & Loss. 3. For multiple portfolios, select the account from the list in Account. Figure 19: Profit and loss display Obtaining detailed information When you open the Profit & Loss page, Margin Direct displays the summary profit and loss information for the portfolio. You can obtain more detailed information using the buttons in the Actions column. To obtain the product-level information, click Details in the Actions column for any of the exchanges. Figure 20: Product level profit and loss 18
To obtain trade-level information, click Details in the Actions column for any of the products: Figure 21: Trade level profit and loss Navigating profit and loss information The grid on the Profit & Loss page has ten lines. If the profit and loss information uses more than ten lines, Margin Direct divides it into several sections. Use the arrow buttons at the bottom of the grid to navigate between the sections. 19
Breakdown report This section describes how to generate a breakdown report for a portfolio and explains the content of the report. To view a report in the PDF format, you need a suitable reader such as the Adobe Reader. You can get this free reader from the Adobe website. Creating a breakdown report 1. Select Results > Breakdown. Figure 22: Breakdown report selection 2. For multiple portfolios, select the portfolio account from the list in Account. 3. Click any of the following buttons: View Displays the report in a new browser window. Download Uses the mechanism of your browser for storing files. Some browsers may give you the choice of opening the file or displaying it. Content of a breakdown report A breakdown report contains details of the margin calculation and the parameters used in the calculation. The content of the report varies from one margin method to another. In general, however, each report: Begins with the total amount of initial margin required in each of the portfolio currencies. Divides the trades in the portfolio into their margin groups. Records the charges arising in each margin group. Displays the details of the risks and theoretical prices used in the margin calculation for each product in a group. Shows details of the intra- and inter-commodity spreads and the offsets made during the margin calculation. 20
Appendix A: Accessing Margin Direct This appendix: Defines the minimum browser requirements for Margin Direct. Shows how to log on to Margin Direct. Shows how to log off from Margin Direct Browser requirements To use Margin Direct, you need one of the following browsers: Microsoft Internet Explorer Mozilla Firefox browser Google Chrome Make sure that the cookies are enabled on the browser. Logging on To log on to Margin Direct: 1. In the browser, go to http://www.margindirect.com. 2. Enter the Username and Password. 3. Click Sign In. 4. If a dialog box appears telling you that you are using a secure connection, click OK to continue. The Trade page appears. Figure 23: Trade page 21
Logging off To log off from Margin Direct: 1. Store any or all of the following data, if required: Trade data (see Storing portfolios in a file, on page 9) Margin results (see Storing margin figures in a file, on page 16) Breakdown reports (see Breakdown report, on page 20) This is important if you want to use the portfolios in a future Margin Direct session. 2. Click Sign Out on the task and status bar. The Login screen appears. You can now close the browser window or navigate to another web page. 22
Appendix B: The Margin Direct pages This appendix contains reference information about the Margin Direct pages: Page layout Description and example of each page: Trade Account Margin Profit and Loss Breakdown Page layout All Margin Direct pages have the same overall layout of three parts: Menu bar Task and status bar Page display area Figure 24: Page layout Menu bar The menu bar gives you the access to Margin Direct functions and enables you to navigate from one page to another through a set of menus and options. To view and select an option, put the mouse pointer over the menu name. Then click the required option. 23
Task and Status bar The task and status bar contains buttons for actions that are common throughout Margin Direct. It also contains the status information. In this release of Margin Direct, the bar contains: The back button to return to the previous page. The names of the current menu and option that you are using. The user name. The Sign Out link. Page display area The page display area contains the Margin Direct page itself. The example in Figure 24: Page layout shows the Trade page. Pages The following sections provide a brief overview of the Margin Direct pages with examples. They also describe how to open each of the pages. Trade The Trade page (also the initial page) is the one that you use most often. From this page, you create and manipulate one or more portfolios of trade positions. Select Analysis > Trade Portfolio to open this page. Figure 25: Trade Page 24
Account Margin Direct enables you to work on several portfolios concurrently. An account identifies each portfolio. You can use the Account page to create and maintain these accounts. Select Analysis > Accounts to open this page. Figure 26: Account selection Margin The Margin page displays the results of calculating the margin requirements and valuation of a portfolio. It provides both summary and detailed results. Select Results > Margin Results to open this page. Figure 27: Margin page Profit and loss The Profit & Loss page displays the profit and loss position of a portfolio. It provides both summary and detailed results. Select Results > Profit & Loss to open this page. Figure 28: Profit and Loss page 25
Breakdown Use the Breakdown page to create a breakdown report of a portfolio's margin calculation. You can also view and store reports in a file. Select Results > Breakdown to open this page. Figure 29: Break down page 26
Customer information This section contains information about accessing documentation online and how to contact Technical Support. Accessing documents online To access documents using a web browser: 1. Go to the ION Trading website. 2. Enter the ION Tracker website by logging in to the Client section. 3. Select Docs & Packages in the left-hand frame. 4. Select one of the following: Tree Browser Search Configuration Data Reference Providing feedback about documentation If you have comments or suggestions about ION documentation, send an e-mail to techdocs@iontrading.com. Contacting technical support If you have a problem, you can contact ION Technical Support in one of the following ways: Telephone Web E-mail Telephone support The service hours for all the ION customers in Europe and the U.S.A. are from 07:00 to 18:00 hours (local time), Monday to Friday, and from 9.00 to 17.00 hours in Japan. Table 5: ION support hours Location Times Phone number EUROPE 7.00 to 18.00 + 44 207 398 0222 JAPAN 9.00 to 17.00 + 81 3 5404 8488 U.S.A. 7.00 to 18.00 (EST) + 1 212 906 0050 If you are unable to contact ION on any of the numbers above, you can also use the following number for emergencies: + 39 050 220 3800 27
Web support You can access the ION Tracker web site where the following information and services are available: News The latest announcements on market changes and ION products. Documentation All the guides and release notes available in the Adobe PDF format. New releases Each new version of a component will be available for download in this section. E-mailsSupport You can send e-mail to Technical Support to the following e-mail address: support@iontrading.com When you send e-mail, provide the following information to accelerate the process: What platform is affected What component is involved The version of the component Detailed description of the problem Instrument codes involved Operators involved Detail of any error messages Also, provide logs whenever possible. After you log an issue, you will be assigned a reference number. Ensure that you quote this number in all the related communications. Send all other communications to sales@iontrading.com. 28
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