QuantKey Solutions LLC
Support Service Levels
Last updated: October 1, 2025
1) Scope
These targets apply to QuantKey platform support delivered via the channels below. They are response‑time goals, not uptime guarantees and do not include service credits. For uptime/incident notices, see our Status page.
2) Support hours & channels
Standard hours: Mon–Fri, 9:30–4:00 U.S. Eastern (excluding U.S. federal holidays) via [email protected] and in‑app help.
Emergency security: [email protected] (monitored).
3) Severity levels & initial response targets
P1 — Critical production outage (platform unavailable; no workaround): 2 business hours.
P2 — Major degradation (core feature down; workaround exists): 4 business hours.
P3 — Standard issue (bug, configuration, or “how‑to”): 1 business day.
P4 — General requests (feature ideas, billing questions): 2 business days.
4) Customer responsibilities
Provide account ID, affected user(s), steps to reproduce, screenshots, and impact.
5) Exclusions
Incidents attributable to upstream carriers, inbox providers, clouds, or customer‑managed integrations; scheduled maintenance; beta features.
6) Changes
We may update these targets from time to time. Continued use implies acceptance of the current version.
7) Contact
Email:
US Mail:
QuantKey Solutions LLC
1930 18th St. NW
Ste B2 #1101
Washington, DC 20009
QuantKey Growth Hub is the OS for your Trading Vendor Business
QuantKey Solutions LLC
1930 18th St. NW Ste B2 #1101
Washington, DC 20009
Company
Trust & Compliance Center
This website and its related services are operated by QuantKey Solutions LLC (“QuantKey”) and its affiliated entities.
QuantKey provides software-as-a-service solutions — including subscription management, marketing automation, data streaming, consulting, and custom development — for independent trading-software vendors. QuantKey is not a broker-dealer, Futures Commission Merchant, Commodity Trading Advisor, Introducing Broker, or registered investment adviser; it does not solicit trades or offer investment advice, recommendations, or trading strategies.
References to third-party platforms, brokers, data providers, or vendors are for informational purposes only. QuantKey does not endorse, guarantee, or assume responsibility for any third-party content or services.
Risk Disclosure: Trading in futures, options on futures, foreign exchange, cryptocurrencies, or other leveraged instruments involves substantial risk and may not be suitable for all investors. You may lose more than your initial investment. Risk capital — money that can be lost without affecting financial security or lifestyle — should be used. Past performance is not necessarily indicative of future results. If hypothetical or simulated performance is shown, it has inherent limitations and may differ materially from actual results.
Testimonials/Endorsements: Individual experiences vary and are no guarantees of future performance or success.
Review the CFTC and NFA advisories for additional information on virtual-currency and leveraged-trading risks.
© Copyright QuantKey Solutions 2025. All rights reserved. QuantKey®, the stylized “Q” logo, QuantKey Control™, and QuantKey Growth Hub™ are trademarks or registered trademarks of QuantKey Solutions LLC in the United States and other jurisdictions. All other marks are the property of their respective owners. NinjaTrader® is a registered trademark of NinjaTrader Group, LLC. QuantKey is an independent solution provider and is not legally affiliated with NinjaTrader or any of their affiliates. Any reference to “NinjaTrader” is for descriptive purposes only and does not imply any relationship with, or approval by, the NinjaTrader companies.