NT 8.1 System Outages - Are users Financially Compensated for losses

[torento]

I have been made aware of the fact that since the NT 8.1 Mandatory Login to access the platform and manage live positions there have been outages where traders where unable to access there accounts with the Emergency trade desk also unavailable going directly to Voicemail leaving traders no options to be able to manage positions.

One such outage was on Mar 7 during or after the Fed speech
I reference this thread - Backtester831 post
https://forum.ninjatrader.com/forum/...ment-be-forked


I have read on the forum of at least one traders Account being liquidated during such outages due to large losses as they could not access either there platform or the account management portal, and the Emergency trade desk which is supposed to be a backup for such events going directly to Voicemail.

I completely understand a traders positions are his/her sole responsibility and that one should trade responsibly using stops etc.

But this begs the following questions,

1 - With the new Mandatory sign in process now the ONLY way to access trading accounts which is for obvious reasons open to technical issues and outages, are traders going to be compensated for losses due to the outages which have already occurred?

2 - Will you Compensate traders for losses due to outages in the Future?

3 - Will you upgrade your Emergency Trade Desk to be able to meet the demand of traders needing to access the service as being sent to Voicemail is a regular occurrence?

4 - What Backup systems do you or will you have in place in case of outages as the current Emergency trade desk has been proven I think Multiple times now to be Completely Inadequate.

5 - Are you or will you work on an Alternative login for the Platform?

[NinjaTrader_Dennis]

Hello torento,

Thank you for the post.

The short answer to your question is yes. At NinjaTrader, if there is an outage and the outage results in a loss, NinjaTrader will evaluate each customer's individual inquiry and circumstance surrounding the trades in question. Upon validation, we will reimburse the affected customer 100% of the validated loss. We recognize and appreciate that you trust us with your money and we let our customers down on March 7th, 2023. Servicing our customers is at the forefront of everything we do and doing the right thing for our customers during an unexpected outage is part of our culture and policy.

Regarding the Emergency Trade Desk, we are aware of the impact any disruption can have on traders. We are working diligently to provide customers with clear and concise steps for how to react if there is a disruption and what to expect from the brokerage firm.

Please let me know if I may be of any further assistance.

[torento]

Thanks NinjaTrader_Dennis great to hear