|Three levels of customer care:||Essential 0$/mon||Vigilant 500$/mon||Enterprise 1000$/mon|
|Email support Reply during 1 business day|
|Skype support Reply during 1 hour|
|Private emergency phone support||24/5||24/7|
|Weekly audit* We check system stability|
Answers about support
During what time do you reply to support requests?
Maximum time for the reply to an email request is one working day. In Vigilant and Enterprise tiers Skype and phone support are available — reply during several minutes.
How do you provide 24 hours support?
Our support agents work in several time zones. When one is finishing his working day, another one is starting.
How much time does it take to configure plugins?
For any support tiers we configure plugins ourselves. Usually it takes from 2 to 4 hours during a Weekend.
If you want to configure yourself, we will provide you with a detailed instruction.
Are some special knowledges necessary for the plugins configuration?
You shouldn’t be an IT specialist. All configuration is made via graphic interface.
What is necessary for plugins service?
Nothing. Plugins check compatibility with MT4 configuration and notify us about any errors.
How do you track and solve problems?
Weekly audit is included into Enterprise support tier. The rest of the time we improve our plugins and search for some imperfections. We release updates 1-2 times a month.