Support and Incident Policy

1. Official support channel

The only public contact address for Futurysk is:

[email protected]

Use this address for:

• account and login support;
• email-verification issues;
• MFA and session issues;
• subscription and payment questions;
• payment-proof review questions;
• Binance API connection issues;
• Testnet and Mainnet product issues;
• suspected security incidents;
• privacy, export, and deletion requests;
• legal questions and complaints; and
• responsible vulnerability reports.

Other Futurysk email addresses may be used to send transactional messages. They are not separate public support channels. Replies and assistance are directed to [email protected].

2. Availability

Support requests may be submitted 24 hours a day, seven days a week.

This means the email channel is always available for submission. It does not mean that support is continuously staffed or that a response will be provided within a guaranteed period.

Payment review is normally targeted within 24 hours, but this is not a service-level guarantee.

3. Scope of support

Futurysk support may assist with:

• Futurysk account access;
• Service configuration;
• payment and entitlement state;
• API connection troubleshooting;
• product errors;
• security reports;
• data requests; and
• documented Futurysk functionality.

Futurysk support cannot:

• provide trading, investment, legal, or tax advice;
• recommend a trade or strategy;
• guarantee profitability;
• recover or unlock a Binance account;
• reverse a Binance fill or liquidation;
• refund Binance fees;
• change Binance eligibility or geographic restrictions;
• guarantee market or exchange availability; or
• request or use withdrawal permission.

4. Information you must not send

Never send the following by email or support attachment:

• Futurysk password;
• raw Binance API secret;
• MFA code;
• MFA recovery code;
• private key or seed phrase;
• full payment credential; or
• unrelated identity or financial documents.

Futurysk may ask for non-secret diagnostic information such as timestamps, public order identifiers, screenshots with sensitive fields removed, error codes, or trace identifiers.

5. Suspected account or credential compromise

If compromise is suspected, act immediately:

1. Revoke the affected Binance API key from Binance.
2. Remove or disable its trading permissions.
3. Review Binance positions, orders, and account history.
4. Change the Futurysk password.
5. Revoke other Futurysk sessions.
6. Review or reset MFA if necessary.
7. Contact [email protected] with non-secret incident details.

Do not wait for a support response before revoking a suspected Binance API key.

6. Service incidents

Futurysk may respond to an incident by:

• restricting new exposure;
• disabling a capability;
• activating a kill switch;
• pausing a worker or integration;
• preserving available risk-reducing actions;
• forcing reconciliation;
• revoking sessions;
• requiring credential rotation;
• delaying payment or account changes;
• collecting relevant audit evidence; or
• temporarily suspending the Service.

The priority during a trading incident is containment, preservation of available risk-reducing actions, reconciliation with Binance, and protection of account integrity.

7. Incident communication

Futurysk does not currently operate a public status page.

Where appropriate, service-wide incident information may be communicated through the platform or by email. Futurysk does not guarantee public updates for every incident, particularly where disclosure could increase security risk.

8. Responsible vulnerability reporting

Security vulnerabilities should be reported only to [email protected].

A report should include:

• the affected page or feature;
• clear reproduction steps;
• observed and expected behavior;
• relevant timestamps;
• non-secret evidence; and
• potential impact.

Do not:

• access another user’s data;
• alter or delete data;
• place real trades as part of testing;
• disrupt the Service;
• perform denial-of-service testing;
• retain credentials or personal data; or
• publicly disclose an unresolved vulnerability.

Submission of a report does not create a right to payment, reward, employment, or safe-harbor commitment.

9. Complaints

Complaints may be submitted to [email protected]. Include sufficient non-secret detail for Futurysk to identify the account, payment, incident, or product behavior involved.

Futurysk does not provide a separate arbitration, governing-law, or formal dispute-resolution procedure in this Policy.

10. Changes to this Policy

Futurysk may update this Policy at any time. The revised version becomes effective when published with an updated effective date.

Advance notice and renewed consent are not required.