These support terms set out how to reach us and the response targets for each paid plan. By subscribing, you agree to these targets. They are targets for our first response and for resolution, not guarantees of a fix.
Response targets by plan
- Starter — email and documentation. First response within 2 business days. Resolution: best effort.
- Pro — email and in-app. First response within 1 business day. Resolution target: 5 business days.
- Elite — priority email. First response within 4 business hours. Resolution target: 2 business days.
Severity levels
- P1 — Account protection failure. The compliance engine is not blocking when it should, or fails to detect a trailing-drawdown breach. P1 issues are worked continuously until mitigated.
- P2 — Trading blocked incorrectly. Valid trades are rejected when no rule has been broken. Handled within your plan's response target.
- P3 — General. Documentation, billing, interface and feature questions.
How to contact support
Email support@canfieldcandles.com. To help us respond quickly, include:
- the last segment of your licence key only — never send the full key;
- your NinjaTrader version;
- a log excerpt from the NinjaTrader Output window.
What is outside these terms
Third-party broker outages, NinjaTrader platform bugs and market-data feed gaps are outside these support terms. We will help where we can, but we cannot fix problems in systems we do not control.
Service availability
The software and website are provided "as is" under our Terms of Service. These support terms cover response targets only; they are not an uptime commitment. Support cannot prevent trading losses — see our Risk Disclaimer.