When to escalate to the HC team

Guidance on when to contact HC for support, what to include, and how to raise urgent issues.

This page helps you decide when self-service is the right approach and when you should escalate.

Try self-service first

Before contacting HC, work through the following:

  • Check the error message in the Control Panel and search the help centre for that error

  • Confirm whether the issue is isolated to one event or affecting multiple events across the stream

  • Check whether a recent mapping or config change in your source or destination system could have caused it

  • Attempt a manual resend on a single failed event to see if the error persists

If the issue resolves itself or a manual resend succeeds, no escalation is needed.

When to escalate

Contact HC if any of the following apply:

  • You cannot understand the error message and the help centre does not explain it

  • The same error is recurring across multiple events after you have attempted a fix

  • Events are stuck in a Processing or Pending state for more than 30 minutes

  • A large volume of events has failed and you need a bulk resend (see the bulk resend article)

  • You are seeing authentication errors and cannot resolve them from your system's settings

  • A mapping or configuration change is required that you cannot make yourself

  • A stream has stopped processing entirely with no obvious error

  • Failures are affecting live trading or customer-facing operations

What to include when you contact HC

Providing the right information upfront means HC can investigate immediately without needing to ask follow-up questions:

  • Stream name — the exact name of the affected stream

  • Event IDs — one or more IDs from the Control Panel for failed events

  • Error message — the full error text, copied from the Control Panel

  • Expected vs actual — what you expected to happen and what actually happened

  • When it started — the approximate date and time the issue began

  • Whether it is ongoing — confirm if events are still failing at the time of contact

Urgent issues

If the issue is affecting live trading or a large number of orders, use the urgent contact method defined in your service agreement. HC prioritises urgent requests and will acknowledge within the agreed SLA. Include "URGENT" in your message and provide all the details listed above.