Support & Service Levels
Last updated: 13 August 2026
How to reach us
We are a small, founder-led team and we answer support directly. While the web app origin is offline, contact us by email at the addresses below. Do not send passwords, API keys, or sensitive account credentials.
- Product & General Support: support@xpfirm.com
- Privacy Requests: privacy@xpfirm.com
- Executive / Founder: ceo@xpfirm.com (direct escalations & institutional inquiries)
- Security: security@xpfirm.com (for reporting a vulnerability or security concern)
Response-time service levels
These are our target response times when the product service is operating. They describe how quickly we acknowledge and begin working on your request — not a guarantee of a fix within that window. While the app is offline, this static website does not verify mailbox staffing in real time.
| Priority | Description | Target response |
|---|---|---|
| P1 — Critical | Service outage, kill-switch not responding, or a security issue. | Within 1 hour |
| P2 — High | Cannot log in, payment not going through, or account access blocked. | Within 4 hours |
| P3 — Normal | General questions, feature requests, or how-to guidance. | Within 24 hours |
| P4 — Low | Feedback and suggestions. | Within 48 hours |
What we can and cannot help with
XpFirm is trading-behavior and risk-discipline software. We help you use the product: setting up the kill-switch, linking an MT5 account, reading an EA Audit Lab report, or understanding a risk metric.
We do not give trading signals, entry/exit advice, or promises about passing a prop-firm evaluation or making a profit. If a support reply ever sounds like that, it is a mistake — please flag it to us.
Billing & refunds
For billing questions, duplicate charges, or cancellation, see our Refund Policy and Terms. You can cancel at any time; cancellation takes effect at the end of the current billing period.