Forex broker client support: plans, hours and escalation.
Support plans look alike until you need one at midnight. Compare hours, systems and escalation as you would insurance cover.
Systems and hours
List the systems covered: platform, bridge, CRM link, payments, plugins. Then list the hours. A plan that covers business hours only may not match a market that trades nearly round the clock.
Escalation and incidents
Ask for named contacts, response targets and a written incident summary after serious events. Test the route once before you need it.
Price against scope
Tiered plans differ in coverage more than in headline price. Compare the exclusions, and ask what a one-off call-out costs outside the plan.
Reading a support SLA
Check what counts as an incident, how the clock runs, what remedies exist and what is excluded. Ask for historic response data. Compare plans by the exclusions as much as the inclusions, and test the contact route during the trial period.
Example severity table
Severity one: trading unavailable. Severity two: degraded performance or payment issue. Severity three: question or minor defect. Each level should have a target for first response and for updates. If a plan lacks a table like this, ask the vendor to provide one.
Questions we hear
Is 24/7 support standard?
No. Confirm hours in writing.
Does support include change requests?
Often not. Ask how changes are quoted.