Support policy.

1. What this policy is

BellGlobal resells Unmanaged hosting. Included support covers your BellGlobal account, billing, allocation, access assistance and coordination of provider-side hosting faults. Limited supported automated actions do not include ongoing Server management. The Order determines any additional services or service-level commitment.

2. How to request support

Use a Support Ticket in the client panel for routine technical help. If you cannot sign in, or need to report an urgent security issue or formal grievance, email [email protected] and identify the issue clearly. BellGlobal should link that communication to the support record.

Include the Order or Server reference, a brief description, the time the issue started and any safe diagnostics available. Never send passwords, private keys or broker secrets. Additional diagnostics may be requested, but missing diagnostics do not stop a statutory complaint clock.

WhatsApp, Telegram, telephone and personal messages are not standard support channels unless expressly agreed. This does not exclude a legally valid notice or statutory complaint.

3. Response Target — and what it is not

BellGlobal aims to give a first substantive response to every Support Ticket within 48 hours, counted on Working Days only. Working Days are Monday to Friday, excluding public holidays observed in Karnataka; Saturdays, Sundays and public holidays do not count. For example, a ticket opened at 17:00 on a Friday has a Response Target of 17:00 on the following Tuesday.

The Response Target is the time within which BellGlobal aims to respond — to acknowledge, ask for information, or begin work. It is not a resolution time and is not a guarantee. Complex issues, issues that depend on an Upstream Provider or third party, and issues that need your cooperation may take longer to resolve. BellGlobal will keep the ticket updated as work progresses.

Tickets are prioritised by severity, security impact, scope of the Service purchased, operational impact and the information supplied. Emergency security, abuse or infrastructure matters may be prioritised outside Working Days. Mandatory incident-reporting and grievance deadlines are not discretionary and are not extended by this target.

4. What BellGlobal supports

BellGlobal-side issues: billing and invoices, account access, allocation, delivery and faults in BellGlobal's own platform operations.

Provider-side hosting issues: reachability, host hardware, virtualisation and data-centre network faults are assessed and escalated to the Upstream Provider where appropriate. BellGlobal does not own that infrastructure but remains your support contact for the service it sold. Provider response times may affect resolution.

Available panel actions: supported products may offer OpenAlgo deployment/redeployment, restart, updates, login-password reset, configuration controls and server credential/key actions. Availability depends on the product, subscription and Server state. Follow the displayed checks and authorisations.

Ticket-assisted work: installation, recovery or other work not offered through the panel requires a verified request and agreed scope. BellGlobal uses reasonable care in work it accepts. None of these limited operations creates continuous monitoring, patching or application-management obligations.

5. What is outside support

Except for an included or separately agreed Platform Operation, ongoing administration of the following is your responsibility and outside standard support: application configuration, updates and patching; firewalls and security configuration inside the Server; credentials, SSH and RDP security, API keys; databases, containers and reverse proxies; application vulnerabilities; backups and monitoring; incident response; and day-to-day operation.

BellGlobal does not provide trading-strategy development, financial or investment advice, broker selection, order-management advice, debugging of your trading logic, or any assurance of trading results, and does not guarantee compatibility with any broker API, exchange, plug-in, EA, script, Python package, DLL, container image or third-party service. Third-party outages, rejections, rate limits and policy changes are not BellGlobal support obligations because you use them through a BellGlobal Server; where troubleshooting depends on a third party, BellGlobal may help with diagnosis but cannot control the third party’s response.

Assistance beyond this scope may be declined, limited, or separately quoted where available. Scope and any additional price must be agreed before work starts; this policy does not introduce a new fee or remove an existing included feature.

6. Credentials and keys — what support will and will not do

• Use the panel's authorised reveal or download flow. A single-use download cannot be reused after consumption or expiry; encrypted operational credentials may still be retained for authorised delivery, management or recovery.
• BellGlobal cannot recover a private SSH key generated in your browser. If access is lost, use the supported replacement/recovery process; do not assume password login or provider console access is available.
• For an uncertain reset outcome, contact support before retrying. A lost response does not prove the remote password stayed unchanged.
• Support verifies the requester and scope before sensitive work. First administrator handover and action-specific confirmations remain separate. An administrator override is not customer consent.
• Do not send credentials in tickets. Support will direct you to an approved secure method when needed.

6A. Account access, sign-in and Datafeed

Account access. A forgotten account password is reset from the sign-in page with a one-time code emailed to the address on the account; support cannot set or read a password. Social sign-in (Google, Microsoft, GitHub, Facebook) problems are usually the provider’s verified-email status; support can confirm which sign-in methods are linked to an account. If an enabled authenticator is lost, use the self-service recovery link sent to the registered email. Recovery resets the account password, revokes existing sessions and requires a new authenticator. An administrative recovery additionally requires another superadmin or the audited production-console procedure.

Datafeed. Support covers delivery of the vendor’s access credentials after payment and questions about the plan period. The data itself, the vendor’s platform, its accuracy and its availability are the vendor’s responsibility; support can raise an issue with the vendor on your behalf but cannot control the vendor’s response.

7. Temporary lockouts and the security baseline

Supported enrolled Servers may temporarily block SSH after repeated failed logins. Use the specified key and connection settings. If access remains unavailable, contact support; other network or hosting faults still require investigation. A baseline records observed state at a particular time, not continuous monitoring or a guarantee against compromise. Customer changes can affect that state.

8. Security incidents

Report suspected compromise promptly through a ticket, or email [email protected] if urgent or the panel is unavailable. Preserve relevant logs. BellGlobal will assess its own obligations and coordinate reasonable containment and provider assistance. Standard support does not include a full forensic investigation or customer-system recovery service.

Destructive remediation requires appropriate authority unless proportionate emergency action is permitted by the contract or law. Preserve relevant evidence before rebuilding where feasible. Required reporting timelines are not extended by weekends, a support target, or waiting for the provider. Remediation may cause data loss and is not an admission of fault.

9. Your obligations when asking for support

Provide accurate and complete diagnostics; keep credentials secure; keep backups; cooperate with reasonable troubleshooting steps; preserve evidence before reinstalling or deleting a Server where an issue may become a dispute; ensure your software and activity comply with law and third-party terms; and treat support staff with courtesy. BellGlobal may limit or decline support where a request is abusive, repeatedly duplicated, or knowingly misleading.

10. Maintenance and availability

BellGlobal may carry out planned maintenance with notice where practical, and emergency maintenance, security actions, migrations and reboots without notice where reasonably necessary. Upstream events, network conditions and circumstances outside BellGlobal’s reasonable control may affect availability. No uptime or latency guarantee applies unless expressly included in the Order. Confirmed incidents and material maintenance are communicated through the client panel or email where practical.

11. Trading and financial matters

Support personnel do not give investment, trading or financial advice, and technical assistance is given without any view on whether a strategy, signal, order or transaction should be used. You remain responsible for trading decisions, risk controls, regulatory obligations, broker arrangements and losses.

12. Refunds and credits

A Support Ticket does not by itself create a refund, cancellation or credit. Refunds and credits are assessed under the Refund & Cancellation Policy and applicable law. Goodwill assistance may be given at BellGlobal’s discretion without creating a precedent, admission or continuing entitlement.

13. Records of support actions

Platform operations and support tickets provide records of the request, action, time, reference and available actor/network information. These help establish what happened but do not make every action automatically authorised or every record conclusive. You may request relevant records through support, subject to identity checks, third-party privacy and security restrictions. Retention follows clause 21 of the Terms and the Privacy Policy.

14. Limitation and escalation

Escalate an unresolved issue through a Support Ticket or [email protected], identifying it as a grievance. Consumer e-commerce grievances are acknowledged within 48 hours and redressed within one month, measured in calendar time. Shorter applicable statutory deadlines take priority over the routine support target.

The Terms' lawful limitations apply, but no policy excludes mandatory consumer rights or BellGlobal's own obligations. Routine support is not a 24×7 human-response or fixed-resolution guarantee. This policy is governed by Indian law.