Forex broker client support: service levels and incident process.
Support is a service with parameters. Define scope, severity, response targets and escalation, then review performance with data.
Scope and severities
List systems covered and define severity levels (outage, degraded, question) with response and update targets for each. Hours should reflect your market’s activity.
Escalation
Maintain a contact tree with names, channels and backups. Exercise it with a drill so the first real use is not the first use.
Review
Collect response and resolution times, repeat issues and root causes. Use a monthly review to prioritise fixes, and request written post-incident summaries.
Post-incident reviews
After every serious incident, hold a short review: timeline, cause, impact, fix and prevention. Share the summary and track actions. Over time, the reviews form a knowledge base that raises service quality.
Severity definitions
Sev 1: trading unavailable for many clients. Sev 2: degraded service or payment failure. Sev 3: single-client issue. Sev 4: question. Each severity has response and update targets and an escalation path.
Questions we hear
Is 24/7 coverage offered?
Coverage follows the agreed scope. Confirm hours and escalation.
Can existing systems be supported?
Often partly, subject to access and documentation.