Bellglobal provides practical operational support to help customers use and maintain their server services. This is a general support policy; it is not a service-level agreement and does not promise a fixed response time, resolution time, uptime percentage or service credit.
1. What support covers
We can assist with issues that relate to services directly operated by Bellglobal, including provisioning, account access, server reachability, network connectivity, virtualisation or hardware concerns, and reasonable guidance for supported operating-system and access issues.
We may also provide best-effort guidance for common server tasks such as RDP or SSH access, firewall basics, and platform installation. Guidance does not replace managed application administration unless it is expressly included in your order.
2. How to request support
Please open a ticket through the client portal or write to [email protected]. Include the server name or IP address, a clear description of the issue, the time it began, and relevant screenshots or logs. This helps us investigate efficiently.
Requests are reviewed according to their apparent impact, the information supplied, and current operational conditions. We do not guarantee a particular response or resolution time.
3. Maintenance, availability and incidents
We use reasonable operational efforts to maintain our infrastructure. Planned or emergency maintenance, upstream network events, security measures, software updates, capacity work and events outside our reasonable control may affect service availability or performance from time to time.
We may take proportionate action to protect the platform, customers and data. Where practical, we will communicate material maintenance or confirmed incidents through the appropriate customer channel. This policy does not create an uptime commitment or service-credit entitlement.
4. Customer responsibilities
- Keep account credentials, software licences and server access details secure.
- Maintain independent backups of applications, configurations and data unless a separate backup service is expressly included in your order.
- Use the service in accordance with our Terms & Conditions and applicable law.
- Provide accurate diagnostics when reporting an issue and cooperate with reasonable troubleshooting steps.
Customers remain responsible for third-party software, trading strategies, broker or exchange services, custom scripts, data feeds, application configuration and decisions made using the server.
5. Support boundaries
Bellglobal does not guarantee compatibility with every third-party application, plugin, broker API, trading strategy or custom code. We do not provide investment advice, trading advice, strategy development or debugging of customer-owned code unless separately agreed in writing.
6. Billing and refunds
Opening a support ticket does not by itself create a refund, cancellation or credit entitlement. Any request relating to an eligible technical-fault refund is assessed only under our Refund Policy. Please review that policy before submitting a refund request, including its conditions, exclusions and documentation requirements.
7. Consumer rights and governing law
This policy is governed by the laws of India. Nothing in this policy is intended to exclude or limit rights that cannot be excluded under applicable law, including rights available to consumers under the Consumer Protection Act, 2019. If a provision is inconsistent with a mandatory legal requirement, it will be read only to the extent necessary to comply with that requirement.
8. Contact and escalation
For server or account support, contact [email protected] or use the contact form. For a refund-related concern, please follow the process in the Refund Policy.