Support Policy

Last updated: 2026-08-10

Support Policy

We are committed to helping you get the most out of Alpha Signal Pro. This policy describes our support channels, response-time SLAs, scope of support, and escalation paths. It applies to all subscribers, with priority given to paid plans.

1. Support channels

2. Response-time SLAs

Response times (first human response, not auto-acknowledgement) by plan:

3. What we support

• Account creation, login issues, password reset;
• License activation, license key recovery, account binding;
• MT5 EA installation, WebRequest configuration, error diagnosis;
• Platform feature questions (dashboard, AI modes, broker integrations);
• Payment verification, refund requests, invoice generation;
• General market and product education — what our AI modes do, how risk scoring works, what each dashboard section means;
• Indian market broker API setup (Zerodha, Upstox, Angel One, etc.);
• Bug reports — we treat all bug reports seriously and acknowledge within the SLA.

4. What we do NOT support

• Individual trade outcomes — "why did this trade lose?" is not a support question. The market is the only answer. We will help you understand the AI's reasoning, but we cannot explain why a specific trade went against you;
• Personal financial or investment advice — we are not SEBI-registered advisers. We will not tell you what to buy, when to sell, or how much to risk;
• Broker-specific API configuration — contact your broker directly for their API keys, token generation, or rate-limit issues. We support the Alpha Signal Pro side of the integration only;
• Tax advice — consult a chartered accountant;
• Legal advice — consult a lawyer;
• Custom indicator or strategy development — this is a separate consulting engagement, contact enterprise@alphasignalpro.in;
• Trading coaching or mentoring — our Platform is educational but we are not 1-on-1 coaches.

5. Information to include in your support request

To help us resolve your enquiry quickly, please include:

• Your registered email address;
• Your license key (starts with ASP-) — for account-specific issues;
• The broker name and MT5 login ID (for EA-side issues);
• The EA version (visible in the EA's dashboard panel title bar);
• Screenshots, log excerpts, and timestamps where applicable;
• A clear description of the expected vs actual behaviour;
• The exact error message (copy-paste, not paraphrased);
• What you have already tried.

6. Escalation

If your issue is not resolved within the SLA, you may escalate:

1. Reply to the original ticket asking for an update;
2. Escalate to hello@alphasignalpro.in (founders' inbox) with the original ticket reference;
3. For unresolved complaints, write to our Grievance Officer at grievance@alphasignalpro.in — we acknowledge within 24 hours and resolve within 30 days.

7. Bug bounty & responsible disclosure

If you discover a security vulnerability, please report it responsibly to security@alphasignalpro.in with full details. We acknowledge within 24 hours, fix valid reports within 30 days, and may offer a reward (license extension or cash bounty) for high-impact findings. Do not exploit the vulnerability to test its limits — give us a chance to fix it first.

8. Out-of-scope emergencies

If your license key is compromised, contact security@alphasignalpro.in immediately with the subject [URGENT-SECURITY]. We revoke the compromised key within 1 hour and issue a replacement within 1 business day.

9. Contact

For support enquiries, use the channels in Section 1 or our Contact Us page. We read every message — no chatbots, no deflection scripts.