Customer Support

xCelor provides customers a unique approach in solving complex trading problems with effective, low-latency solutions.  The company offers a one-year hardware and software warranty for all products. The company’s Market Feed Handlers come with a one-year hardware warranty and a 90-day software warranty. For more complete information regarding xCelor’s warranties, please contact us at support@xcelor.net.

xCelor Service Plans

xPort Switches
xCelor’s network switches come standard with a one-year warranty. This warranty is an advance replacement service with a guaranteed turnaround of 10 days. xCelor offers two service plans for enhanced warranty and service:

xCelor Next Business Day (NBD) Hardware Replacement
An uplift over the standard warranty service provides customers with a next-business-day advance replacement for defective hardware. All the customer needs to do is ship the defective unit back to xCelor (a return shipper is included) within seven business days.

xCelor Smart Hands Service
A full coverage on-site support program is also offered by xCelor for its network switches. The Smart Hands Service will send a technician on-site to replace the defective unit within four hours of a tech support call. The following sites are supported by the Smart Hands Service:

Chicago

  • 350 E. Cermak, Chicago, IL [Equinix, Digital Realty] – ICE
  • 2905 Diehl Rd, Aurora, IL – CME

NY/NJ

  • 1400 Federal Blvd., Carteret, NJ – Nasdaq
  • 755 Secaucus Rd, Secaucus, NJ- BATS
  • 1700 McArthur Drive, Mahwah, NJ – NYSE/Arca