Institutional Support
Operational and onboarding support for Drovix counterparties — KYB, FIX sessions, TCA, settlement, risk surface, and 24/5 institutional desk coverage.
Coverage Desk
Live routing for institutional execution and connectivity events
Operations Email
Structured requests for onboarding, treasury, and reporting
Voice Coverage
Speak with your relationship manager during market hours
Counterparty FAQ
Operational reference for onboarded counterparties
Popular Topics
Issue Routing Matrix
Critical execution or connectivity event
Coverage Desk + Voice / target 5 min
Standard institutional request
Email + Ticket / target 2h
Compliance / KYB case
Priority queue / target 24h
Target response times are indicative and provided for operational guidance only. They do not constitute a contractual service-level agreement unless explicitly stated in the counterparty ISA.
Target Response Timeline
T+0
Ticket registered
Validation and routing to operations or engineering
T+15m
First response
Specialist assignment with action plan (target)
T+2h
Resolution target
Closure or escalation update (target, not SLA)
Targets above are indicative response windows for institutional operations and do not constitute a contractual SLA unless agreed in writing under the ISA.
Institutional FAQ
What is the onboarding timeline (KYB + ISA execution)?
Typical institutional onboarding runs 5–15 business days from receipt of a complete KYB pack to ISA execution and credit-line activation. Timelines depend on entity complexity, UBO structure, regulatory status of the counterparty, and completeness of supporting documentation. Connectivity and FIX session provisioning are scheduled in parallel after legal sign-off.
How do we apply for institutional access?
Submit an application via the institutional portal at https://portal.drovix.com/apply. You will be asked for legal-entity identifiers, regulatory status, AUM/turnover profile, expected flow type, and authorised representatives. The desk acknowledges within one business day and confirms next-stage KYB requirements.
How is a FIX 4.4 session provisioned?
Once the ISA is signed, we issue a session specification including SenderCompID / TargetCompID, supported message types, tag dictionary, and UAT/PROD endpoints. Conformance testing is conducted in UAT against a defined script. Production cutover is scheduled after sign-off and includes cancel-on-disconnect and throttling parameters agreed with the counterparty.
How do we export TCA and execution reports?
Counterparties access TCA, fill quality, and venue contribution reports via the institutional portal and SFTP drop. Reports include slippage versus arrival mid, mark-out windows, and reject taxonomy. Custom schemas and delivery frequencies are configured with the operations desk.
How is access to the risk dashboard granted?
Authorised users named in the ISA are provisioned to the risk surface with role-based permissions covering exposure, margin utilisation, open orders, and post-trade activity. Additional users can be added via signed change request from a board-authorised signatory.
How do ISA terms and unified margin work?
Each counterparty operates under a bilateral Institutional Services Agreement that defines product scope, margin methodology, eligible collateral, close-out terms, and reporting obligations. Unified margin nets exposure across permitted asset classes within the agreed risk envelope; haircuts and concentration limits are documented in the credit annex.
How are settlement and client monies handled?
Client monies are held as cash collateral with custodian banks under our regulated framework, segregated from Drovix's own funds and reconciled daily. Settlement instructions follow the corridors and value dates agreed in the ISA. We do not accept third-party transfers or retail-style deposit flows.
How do we escalate a technical or execution incident?
Open a ticket via the coverage desk with platform, symbol, ClOrdID, and UTC timestamp. Severity 1 incidents (session down, market data outage, mass reject) are escalated to engineering on-call immediately; the desk maintains a status channel and post-incident review for the counterparty.
What is the complaints procedure?
Formal complaints follow our published Complaints Handling Policy. Submit via the desk or in writing; complaints are acknowledged, investigated, and resolved under defined internal review stages. See /complaints-handling for the full procedure, eligibility, and escalation routes.
What are operational coverage hours?
The institutional desk operates 24/5 from Sunday 22:00 UTC to Friday 22:00 UTC, aligned to global FX session coverage. Weekend coverage is limited to security and incident response. Target response times are indicative and not contractual SLAs unless explicitly stated in the ISA.
How to get help
Get help by category
Route your request to the right desk. Each category maps to a dedicated function — onboarding, integration, execution, reporting, compliance or treasury — so your query reaches a specialist who already understands the context.
Account & onboarding
KYB document packs, UBO and authorised-signatory changes, entity restructuring, and ISA amendments. Routed to the onboarding desk for counterparties in or beyond initial due diligence.
Connectivity & FIX
Session provisioning, SenderCompID / TargetCompID configuration, UAT conformance, endpoint changes, throttling and cancel-on-disconnect parameters. Handled by the integration team alongside engineering.
Trading & execution
Pricing behaviour, fill quality, reject taxonomy, symbol availability and venue routing queries. Time-sensitive execution events are escalated through the coverage desk in real time.
Reporting & TCA
Transaction cost analysis schemas, statement delivery, SFTP drops, mark-out windows and custom reporting frequencies configured to your best-execution and compliance requirements.
Compliance & KYB
Periodic reviews, jurisdictional eligibility, regulatory status updates, and complaints handling under our published policy. Managed as a priority queue by the compliance function.
Settlement & treasury
Collateral movements, value dates, settlement corridors, daily reconciliation queries and custody arrangements. Operated under the terms agreed in your bilateral ISA.
Service model
How institutional support works
Drovix support is built for counterparties of Drovix (MU) Ltd — professional clients and eligible counterparties only. It is a desk-based service model, not a retail helpdesk.
Desk-based, not a helpdesk
Drovix support is operated by named relationship and operations specialists who already know your account profile — not a tiered retail ticketing queue. Every counterparty has a defined point of contact.
Specialist routing
Requests are triaged by category and assigned to the right function — onboarding, integration, execution, reporting, compliance or treasury — rather than passed through generalist agents.
Audit-ready handling
Incidents and material requests are logged with timestamps, ownership and resolution notes, producing a defensible operational record for your risk and compliance teams.
Coverage figures and response windows are indicative operational targets, not guarantees of outcome or contractual service-level agreements unless explicitly stated in the counterparty ISA.
Onboarding & technical support
From first application to production cutover, a single operations and integration team accompanies your onboarding. KYB, ISA execution, connectivity provisioning and reporting setup are coordinated in parallel so your desk goes live without sequential bottlenecks.
- Dedicated onboarding and integration contacts
- FIX 4.4, REST and WebSocket session provisioning
- UAT conformance against a defined test script
- TCA, SFTP and reporting schema configuration
- Risk-surface user provisioning under the ISA
Onboarding workflow
- 1Application submitted via the institutional portal with legal-entity identifiers, regulatory status and expected flow profile.
- 2KYB review and entity due diligence against institutional eligibility criteria; the desk confirms outstanding requirements.
- 3ISA execution, credit-line activation and risk-surface user provisioning for authorised representatives.
- 4FIX UAT conformance against a defined script, then scheduled production cutover with your desk.
Onboarding timelines depend on entity complexity, UBO structure and documentation completeness. Stated durations are indicative, not guaranteed.