Technical Support & Deployment Helpdesk
Direct founder engineering access with platform architect M. Haris via dedicated WhatsApp, sub-2-hour emergency SLA windows, container telemetry diagnostics, and complete post-launch scope transparency.
Support Overview & Direct Founder Access
At LaunchPropFirm, technical support is never outsourced to a disconnected third-party call center. Every licensed operator receives direct communication with platform architect and founder M. Haris via a dedicated, encrypted WhatsApp channel, backed by institutional ticketing for complex infrastructure tasks.
Zero junior ticket gatekeepers. You communicate directly with the engineer who wrote the execution engine, MT5 price feeder, and Redis state machines.
Engineered for sub-50ms order execution latency, zero database deadlocks under high-frequency trader loads, and 100% self-healing Docker restart policies.
The 7-Day Turnkey Deployment Process
Every Turnkey Pro and Institutional Launch Partner license includes our guided 7-day turnkey onboarding protocol, taking your prop firm from clean server hardware to live trader evaluations:
Infrastructure & DNS Provisioning
Provisioning your Ubuntu 24.04 LTS Virtual Private Server (VPS), configuring Cloudflare DDoS mitigation, generating SSL certificates, and setting up split-horizon DNS routing.
Container Stack Deployment & Ledger DB
Launching our 1-command Docker Compose stack, initializing the PostgreSQL ACID ledger, mounting Redis in-memory pub/sub buses, and provisioning the Node.js WebSocket fan-out cluster.
MT5 Feeder & Terminal Calibration
Connecting the Python low-latency price feeder to your live MetaTrader 5 demo server, calibrating symbol tick spreads, and testing the embedded TradingView charting terminal.
Payment Gateways & Automated KYC Rails
Integrating Stripe Elements for debit/credit card processing, configuring USDT (TRC-20 and BEP-20) automated wallet webhooks, and establishing SumSub or Didit identity verification triggers.
Admin Rehearsal & Live Handover Training
Executing full simulated challenge breaches, conducting end-to-end payout approvals, testing account suspension kill-switches, and conducting an interactive 1-on-1 operational training session with your founding team.
Docker Health Diagnostics & Self-Healing Architecture
The LaunchPropFirm platform is engineered on containerized microservices managed via Docker Compose. All operational containers feature automated health checks and restart policies (restart: unless-stopped) to ensure uninterrupted service availability.
Container Status Verification
docker compose psRun in your deployment directory to verify that the web client, WebSocket fan-out engine, Redis cache, and PostgreSQL ledger containers are in healthy running states.
Memory & CPU Resource Telemetry
docker statsMonitor real-time host utilization. The complete institutional stack comfortably operates within 4GB to 8GB of RAM under active concurrent trader loads.
Live Container Logging & Diagnostics
docker compose logs -f --tail=100 backendInspect container execution output in real time to trace incoming webhook payloads, KYC callbacks, and transaction receipts with millisecond timestamps.
MT5 Price Feeder Troubleshooting & Bridge Telemetry
Our proprietary Python telemetry feeder streams tick quotes from your MetaTrader 5 terminal into the Redis pub/sub layer, distributing real-time bid and ask prices to all browser sessions without consuming broker terminal licenses.
Review the Admin Operations Feed to confirm active WebSocket handshake status between your price server and front-end client cabinets.
Ensure broker symbol names (e.g., 'EURUSD.pro' vs 'EURUSD') match the internal mapping table configured in the Admin Branding Studio.
In the rare event of broker disconnects, restart the feeder process via systemctl or the one-click 'Restart Price Daemon' utility in your admin control room.
Spot forex markets close Friday at 5:00 PM EST and reopen Sunday at 5:00 PM EST. The price feeder automatically enters standby during weekend pauses.
Service Level Agreement (SLA) Response Windows
We classify technical support requests into three rigorous operational severity tiers to guarantee predictable response times:
Critical Outage
System-wide platform unavailability, trade execution halt, or database corruption. Handled immediately via emergency WhatsApp escalation with continuous triage until resolved.
Operational Friction
Individual payment gateway webhook failures, KYC verification delays, or localized display bugs. Resolved during standard business hours on the day reported.
General & Scope Inquiries
General configuration questions, minor CSS styling adjustments, or scope discussions for prospective feature enhancements.
Implementation Scope, VPS Policy & Post-Launch Rate Card
To protect platform stability and ensure complete operational transparency, every client deployment is governed by our dedicated VPS requirements, two-stage milestone escrow verification, and published post-handover rate card:
Implementation Scope, Server Requirements & Post-Launch Rate Card
To eliminate post-launch ambiguity and maintain low one-time license pricing, every LaunchPropFirm deployment operates under strict scope boundaries, 100% client-owned infrastructure, and published flat customization rates.
Every operator provisions their own Linux VPS (4 vCPU / 8GB RAM for the Docker platform stack) and Windows VPS (2 vCPU / 4GB RAM for the MetaTrader 5 terminal & live Python price bridge) on Hetzner, Contabo, or DigitalOcean (~$20-$30/mo paid directly to your host). This guarantees 100% data sovereignty, dedicated IP reputation, and uninterrupted real-time broker price streaming.
Specs: 4 vCPU · 8 GB RAM · 80 GB NVMe SSD (~$8-$12/mo on Contabo or Hetzner).
Workload: Next.js 16 WebTrader, Node.js WebSocket fan-out cluster, PostgreSQL ACID ledger, Redis in-memory pub/sub, Nginx SSL.
Specs: 2 vCPU · 4 GB RAM (~$12-$15/mo on Contabo, Hyonix, or Hetzner).
Workload: MetaTrader 5 Desktop client logged into raw-spread broker, Python telemetry feeder (feeder.py), and 24/7 auto-restart watchdog service (<5s automated failover recovery).
Upon paying the 50% deposit, we configure and demonstrate your branded platform on a live staging environment. Once you verify your live platform and complete the remaining 50% milestone balance, we migrate the production stack to your dedicated VPS and (for Tier 2 & Tier 3) release the unencrypted source code archive.
Platform deployed to isolated staging (clientbrand.launchapropfirm.com or custom A-record). You log into Admin Control Room and WebTrader with your logo, challenge tiers, and live MT5 feeder to verify test order execution, simulated drawdown breaches, and payment gateways.
Once you verify your working platform and clear the second 50% balance, we migrate the production stack to your dedicated Linux and Windows VPS accounts, bind your production domain SSL, and deliver full root server credentials (and the 100% unencrypted source code for Tier 2 & Tier 3).
Each package includes 1 full production installation and configuration of your initial branding, challenge tiers, and built-in gateways, backed by your stated bug-fix warranty (14 days Starter / 30 days Turnkey Pro / 60 days Institutional Launch Partner). To keep our one-time license prices low, requests after initial handover sign-off are billed at transparent flat rates:
Server Re-Installation / Migration to New VPS or New Domain
Moving to a new VPS host, domain re-binding, or 2nd brand platform deployment.
MT5 Price Feeder Re-Configuration (after client broker/VPS reset)
Re-bridging telemetry feeder after broker account termination or Windows server wipe.
Post-Launch Re-Branding or New Android APK Build
Firm name rebranding, logo/accent color overhaul, or freshly compiled Android APK.
Custom Feature Engineering / UI Modifications
Bespoke evaluation challenge logic, UI modifications, or custom back-office features.
New 3rd-Party Payment Gateway or Broker API Integration
Custom payment processor checkout bridge or proprietary broker execution integration.
Optional Monthly Managed DevOps & Feeder Monitoring Retainer
24/7 automated server monitoring, MT5 watchdog checks, monthly security patches & database backups.
Standard installations cover 1 initial production deployment and configuration of your core platform, initial challenge tiers, and built-in payment integrations. Infrastructure costs (VPS hosting paid directly to Hetzner/Contabo at ~$20-$30/mo and broker data feeds) are client-owned. Any re-installations following client VPS resets, new mobile builds, or custom engineering are billed transparently under the rate card above.
Contacting the Helpdesk
For fastest resolution, please include your license key, server IP address, and relevant screenshots or screen recordings with your message:
Standard support hours: Monday through Saturday, 08:00 to 22:00 UTC. Severity 1 emergency platform monitoring is maintained 24/7.