Support & Service Levels
Last updated: 13 August 2026
How to reach us
We are a small, founder-led team and we answer support directly. The list below is generated from what this deployment is actually configured to answer on — it will not offer you a channel nobody is watching.
Loading contact options…
- Security: security@xpfirm.com (for reporting a vulnerability or security concern)
Response-time service levels
These are our target response times. They describe how quickly we acknowledge and begin working on your request — not a guarantee of a fix within that window. Actual resolution time depends on the nature of the issue.
| 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.