Support that never closes, answered in under 30 minutes
XFIV support runs 24 hours a day, 7 days a week, every day of the year. Every request gets a guaranteed first response from a trained person in under 30 minutes. Our team knows that in a brokerage a small issue can become a large one, so we treat speed as part of the product.
Why does a brokerage need 24/7 support?
Markets open on Sunday evening and do not stop until Friday night, and crypto and client activity continue through the weekend. A login problem, a stuck deposit, a pricing feed issue or a failed integration can affect hundreds of clients within minutes, and every minute shows up in complaints, lost trades and reputation.
That is why our support is staffed around the clock by people, not only by an auto-reply, and why we commit to a first response in under 30 minutes at any hour.
Staffed every hour of every day, including weekends.
Guaranteed first response from a trained person.
Support runs every day of the year.
What does XFIV support guarantee?
24/7, every day
Staffed every hour of every day, including weekends.
First response in under 30 minutes
Guaranteed for every request, at any hour. A first response means a trained team member has read your request and replied, not an automated acknowledgement.
Severity-based handling
Critical issues that affect trading or client funds flows are escalated immediately to senior engineers.
Clear updates
You are kept informed until the issue is resolved, with a summary at the end.
Who answers when you contact support?
A trained, experienced team
Our support team has been trained over many years on broker infrastructure: MT5, client portals, payments, integrations and the systems around them.
People who know brokerages
XFIV was built by managers from inside global brokers. Our support staff understand dealing, back office and client-facing pressures, not only software.
Escalation to engineers
When an issue needs code or configuration changes, it goes straight to the engineers who build the products.
Confidential
Support works under the same NDA and access rules as the rest of XFIV; access to your systems is scoped and logged.
What happens when you raise an issue?
Contact
Through your support channels (see below).
First response under 30 minutes
A team member confirms the issue, its severity and the next step.
Diagnose
We investigate using logs and the access you have granted.
Escalate if needed
Critical issues go to senior engineers immediately.
Resolve and update
Fix, workaround or clear next steps, with updates throughout.
Close and review
A written summary; for critical incidents, a post-incident review.
What does support cover?
XFIV products
XFIV Portal, Trade, Copy, Connect and BrokerOS.
Integrations
Integrations with your MT5 server, CRM, payments and KYC providers built with XFIV.
Service deliverables
Websites and assets delivered by our services team, under a support agreement.
Guidance
Guidance on configuration and best practice.
How do you contact support?
Clients receive their support channels at onboarding. These include email and a priority channel for critical issues.
Not a client yet? Email hello@xfiv.com or book a demo.
Common questions
Is support really available 24/7?
Yes. Support is staffed 24 hours a day, 7 days a week, every day of the year.
What does “first response in under 30 minutes” mean?
A trained team member reads your request and replies within 30 minutes, at any hour. It is a commitment, not an automated acknowledgement. The exact terms are set out in your service agreement.
Is 24/7 support included in every plan?
Yes, every XFIV plan includes our 24/7 support team.
Do you support brokers that use services but not software?
Service projects include support during delivery. Ongoing support for websites or other assets is available under a support agreement.
Who can access our systems during support?
Only the team members who need to, with access you approve. All access is logged.
What languages does support work in?
English, plus other languages on request.
Read next
Our experience
Who built XFIV, our team’s track record and how we keep client work confidential.
Read more
Security
Role-based access, scoped API keys, signed webhooks, audit logs and encryption in transit.
Read morePricing
Every XFIV plan comes with our 24/7 support team and a guaranteed first response in under 30 minutes.
Read moreSee our support in action
Book a demo and ask us anything about how we support brokers.
Last reviewed 2026-10-30