Support Policy | Bellglobal

Our support desk is run by traders who also happen to code — every ticket is answered by someone who understands what a fill, a tick, or a broker timeout actually means.

1. Response-time SLA

First-response times by plan tier. These are promises for the first human reply, not for full resolution.

Tier	Coverage	First response	Uptime SLA	Channels
Standard	Business hours	≤ 2 hours	99.9%	Email · ticket
Premium	Extended hours	≤ 30 minutes	99.95%	Email · ticket · chat
Enterprise	Priority hours	≤ 15 minutes	99.99%	Chat · phone · dedicated engineer
Gold	Dedicated hours	≤ 5 minutes	99.99%	Phone · WhatsApp · dedicated engineer

2. Severity levels

Sev-1 — Server down or order routing broken. Immediate engineer page. Update every 30 minutes until resolved.
Sev-2 — Degraded performance or intermittent errors. Engineer on ticket within SLA window. Hourly updates.
Sev-3 — Configuration help, how-to, non-urgent. Handled in queue order during business hours.

3. Incident communication

For any Sev-1 affecting more than one customer, we post at status.bellglobal.in within 10 minutes of detection, and publish a root-cause write-up within 5 business days.

4. Service credits

If we miss the monthly uptime target, we credit your next invoice:

Under target but above 99.0% → 10% credit
Between 95.0% and 99.0% → 25% credit
Below 95.0% → 50% credit

Credits are automatic — you don't need to ask.

5. Scope of support

We support:

Everything at the VPS / dedicated server layer — hardware, network, hypervisor, OS
Installing trading platforms: MT4, MT5, cTrader, NinjaTrader, TradingView webhooks
OpenAlgo configuration and broker API connectivity
Windows Server administration, RDP issues, firewall rules

We don't write your trading strategy, tune your EA's parameters, or debug third-party code — that's your craft, not ours. But we'll tell you if your EA is hitting OS limits.

6. How to reach us