Institutional operations / support reference
Support for your Drovix connection.
Execution references, bridge sessions, reporting or onboarding: give the desk enough context to identify the event and the systems involved.
Existing counterparties
For an active incident, use your agreed escalation channel.
This website is a reference and email preparation tool. It is not a live incident channel.
- Time
- UTC timestamp, plus the timezone used in your source record.
- Location
- Production or test environment, platform and session identifier.
- Reference
- Order, trade or transaction identifier; expected and observed behaviour.
EMAIL BRIEF / OPERATIONS
Give the desk a traceable reference
- Legal entity and counterparty reference
- Platform or session
- Order or transaction reference
- UTC timestamp
- Expected and observed behaviour
To: institutional@drovix.com. Nothing is submitted here. Complete the template in your email application and send it from your business address. Use the agreed secure channel for identity documents and credentials.
Operational reference
Common requests.
The terms and procedures agreed for your counterparty relationship take precedence over this general guidance.
Where do we obtain connection specifications?
Ask the desk for the specification relevant to your agreed interface. Session identifiers, endpoints, permissions and the test plan are established through the integration process.
What helps with a reconciliation query?
Include the report period, the order or transaction reference and the difference between the expected and observed records. State the timezone and the version of any report used.
How do we change access or risk limits?
Contact your relationship team through the agreed channel. Changes require the applicable authorisation and review; an email request does not itself change a permission or limit.
Where should entity documents be sent?
Use the secure channel confirmed by the onboarding team. Do not send passwords, API keys or identity documents in an ordinary support email.
Leveraged OTC products, including Forex and CFDs, carry a high level of risk and a counterparty may lose more than its initial margin. The Drovix offering is directed exclusively at Eligible Counterparties and Professional Clients; Drovix does not provide services to retail clients.