markitel
Last updated · July 3, 2026
This Support and Incident Response Policy explains how Markitel receives, triages, and responds to user, partner, billing, privacy, legal, and security requests. It is an operational transparency document, not an uptime commitment, managed-service agreement, legal opinion, or substitute for monitoring your broker, payment provider, mailbox, or connected third-party accounts.
General support and billing questions should go to support@markitel.com or info@markitel.com. Partnership, broker, institutional, and press inquiries should go to ceo@markitel.com. Privacy and data-subject requests should go to privacy@markitel.com. Legal or compliance notices should go to legal@markitel.com. Security reports should go to security@markitel.com and follow the Security Practices page.
For ordinary support, billing, and partnership messages, Markitel aims to acknowledge receipt within one business day. Privacy requests follow the timelines required by applicable privacy law. Security reports are triaged as quickly as practicable based on severity and reproducibility. These are response targets, not an uptime SLA, continuous monitoring promise, or fixed resolution deadline.
If an issue involves an open broker position, margin call, withdrawal, deposit, account lock, suspected unauthorized broker activity, or time-sensitive execution problem, you should also contact your broker or venue directly through that provider's official support channel. Markitel can review platform-side logs and connection state where available, but funds, account permissions, final execution, margin, and trade records remain with the broker or venue.
Markitel prioritizes incidents based on user impact, security risk, data exposure risk, payment impact, partner impact, and operational severity. We may temporarily disable, throttle, rotate, revoke, or narrow access to features, API keys, broker connections, partner surfaces, or integrations while investigating an incident or preventing harm.
Do not send passwords, broker passwords, one-time codes, recovery phrases, raw API secrets, payment card numbers, full account numbers, or unnecessary identity documents in ordinary support messages. If sensitive evidence is required for a specific review, Markitel will provide a safer submission path or written instructions appropriate to the request.
Partners should include the partner name, partner slug, affected endpoint or page, approximate timestamp, environment, request id if available, and whether the issue affects stats, signal redistribution, referral tracking, co-branding, or reviewer access. Partners must not paste raw API keys or signing secrets into tickets, screenshots, or chat messages.
A configured provider key, local route, or green local test is not the same as deployed service readiness. Email, payments, cTrader, Store distribution, role-mailbox receive paths, and partner integrations may each depend on separate provider dashboards, DNS records, migrations, approvals, and post-deploy evidence. Markitel will not describe a provider path as live until the corresponding operational evidence exists.