Support for brokers, not only for traders.
Brokers need support too. When a bridge drops, a payment fails to reconcile or a plugin misbehaves, you need a route to someone who understands the whole chain.
What support should cover
Define the systems in scope: platform, bridge, CRM connection, payment integration and plugins. Agree which issues are handled by whom, which hours apply and how urgent problems are escalated.
Onboarding and handover
Early support matters most. A good handover gives your team documentation, contact routes and a first-week check-in. It turns a launch into an operating business.
Measuring the service
Track response and resolution times for real issues, and review them monthly. Ask for a written incident summary after a serious outage, with a cause and a fix.
Growing the support function
As client numbers grow, review hours, staffing and tools. Track the most common questions and turn them into help pages and templates. Keep a clear route for sensitive issues such as suspected fraud, account access and complaints, with named owners.
Questions we hear
Is 24/7 support available?
Hours depend on the agreed scope. Confirm them and the escalation path before you sign.
Can you support systems you did not install?
Often partly. Ask what access and documentation are needed to take on an existing environment.