One technical team across your stack.
Managed technical support: ticket-based, named technical contacts, incident tracking and escalation across platform, CRM, risk and infrastructure.
Ticket-based technical support with named engineers across MetaTrader, CRM, risk, infrastructure, connectivity and anything we built for you — with incident tracking and a defined escalation path.
The team that built it answers it
Support is not a separate department reading a runbook. The engineers who deployed your server and wrote your integration are the ones the ticket reaches.
One queue, whatever broke
A platform issue, a CRM question, a payment webhook and an infrastructure alert go to the same place. You do not have to work out which vendor owns the problem before you can report it.
Tracked, not chatted
Every request is a ticket with a state, an owner and a history. Conversation happens where it is convenient; the record lives where it can be audited.
What the desk sees
Environment health, the trace behind a slow round trip and ninety days of every region.
| Environment | Services | Latency | Connectivity | Backup | Failover |
|---|---|---|---|---|---|
| Trading Primary · London | All responding | Normal | 4 LP sessions | 04:12 | Rehearsed |
| Trading DR · Frankfurt | Standby | Normal | Standby | 04:20 | Ready |
| Bridge Primary · London | All responding | Normal | 4 of 4 up | — | Rehearsed |
| Client area Primary · London | All responding | Normal | — | 04:05 | Rehearsed |
| Manager API Primary · London | All responding | Elevated | — | 04:05 | Rehearsed |
Representative interface. Sample values are illustrative.
On this page
- 01 How support works
- 02 What it covers
- 03 Where you reach us
- 04 Before you report it
How support works
Requests arrive as tickets and are triaged against severity. Each has an owner, a state and a written history, so a handover between engineers does not restart the conversation.
- Ticket-based technical support
- Named technical contacts on your account
- Severity triage and incident tracking
- Defined escalation path
- Written history on every request
What it covers
The whole stack we touch, rather than one product. If we deployed it, integrated it, or wrote it, it is in scope — and so is working out which of those a symptom actually belongs to.
- MetaTrader platform and environment support
- CRM and back-office support
- Live risk product support
- Infrastructure, network and DR support
- Bridge, gateway and connectivity support
- Integration, API and custom software support
Where you reach us
The ticket system is the record. For engagements where it is warranted we also open a dedicated channel into your own workspace, so an urgent question does not wait for an email cycle.
- Ticket portal and email intake
- Dedicated Slack channel where the engagement warrants it
- Dedicated Microsoft Teams channel as an alternative
- Scheduled technical reviews
- Named contacts for planned work
Before you report it
Monitoring on the environments we run means a number of tickets are opened by us rather than by you. Planned work — upgrades, certificate renewals, migrations — is scheduled around your trading hours.
- Monitoring and alerting on operated environments
- Incidents raised by us where we see them first
- Planned maintenance scheduled around trading hours
- Upgrade and patch planning
- Post-incident write-up on significant events
Watched continuously
Service state and throughput across the environments under management.
Representative interface. Sample values are illustrative.
How the engagement is set up
- IntakeTracked
Ticket portal and email, triaged by severity.
- ContactsAssigned
Named engineers who know your configuration.
- EscalationDocumented
Defined path with an owner at each step.
- Direct channelOptional
Dedicated Slack or Microsoft Teams channel where warranted.
- CoverageWhole stack
Platform, CRM, risk, infrastructure, connectivity and custom work.
- ReviewsIncluded
Scheduled technical reviews and post-incident write-ups.
Compatibility
What it connects.
Reached through each system’s own interface, so nothing has to be replaced to be included.
Infrastructure
Deployed to your cloud account or ours, on managed components rather than bespoke ones.
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Trading platforms
Accounts, groups, symbols and execution through the platform's own manager interface.
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Marks shown are the property of their respective owners and indicate technical compatibility. They are not a claim of partnership or endorsement.
The rest of the layer
It only works because the others do.
- METATRADER SERVICES Hand us the MetaTrader environment. EXPLORE
- INFRASTRUCTURE Infrastructure built to operate. EXPLORE
- CUSTOM TECHNOLOGY If it does not exist off the shelf, we build it. EXPLORE
- BRIDGE & LIQUIDITY Your execution stack, connected and watched. EXPLORE
Next step
Ask how a bad morning would go.
Describe an incident you have actually had. We will walk through how it would be raised, tracked, escalated and closed.
Related services
Other parts of the stack this connects to.
Hosting and Connectivity Management
Plan, deploy, and optimize hosting environments. Administer OS, assist in optimizing cross-border connectivity, and implement disaster recovery.
EXPLORE ARCHITECTUREA CRM you deploy and run.
Brokerage CRM and back office: leads, onboarding, KYC, trading accounts, deposits, withdrawals, IB operations, workflows and reporting on one client record.
EXPLORE ARCHITECTUREEleven things you can buy.
One operating layer for a brokerage: trading operations, client operations, risk, infrastructure and integrations reading and writing one operational record.
EXPLORE ARCHITECTURE