What response time should prop firm support aim for?
Quick answer
Aim to answer within a few hours during your published support hours, and faster for urgent issues such as login problems during market hours or disputed breaches. Publish your hours and response targets, then meet them consistently. Speed of support strongly affects reviews.
Detailed answer
Practical targets:
- Login or platform issues: as fast as possible during market hours.
- Breach questions: same day.
- Payout questions: within one business day.
- General enquiries: within one business day.
Ways to keep times low:
- Saved replies for common questions.
- A clear rules page and FAQ.
- Self-service data: traders who can see their own numbers ask less.
Monitor tickets by topic each week; a spike in one topic usually means unclear rules or a product issue.
Publish your hours
State support hours and response targets on the contact page and in the welcome email. Traders accept a reply in four hours when they were told to expect one; they are frustrated by a reply in two hours when they expected minutes.
Automatic acknowledgement
An immediate automatic reply with the expected response time and links to the rules and FAQ reduces follow-up messages.
PropExecutor team · Updated
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