ninZa.co Remote Support Policy

At ninZa.co, we’re always here to help when things get tricky. Whether you reach out via email, live chat, or need hands-on Remote Desktop Assistance, our goal is to make technical support simple, fair, and efficient.

This policy explains how our remote support sessions work and what you can expect during the process. Your cooperation helps us deliver the smoothest experience possible for everyone.

1. Remote support covered by Greenz

Greenz applies to products purchased on/after November 1st, 2025.

For each product with active Greenz Time, you are eligible for FREE remote support under the following terms:

• 1st month: a maximum of 04 free remote sessions
• Subsequent months: a maximum of 02 free remote sessions per calendar month

The “1st month” is defined as follows:

• Purchases made before the 20th: 1st month runs from the purchase date to the end of that calendar month.
• Purchases made on/after the 20th: 1st month extends to the end of the following calendar month.

For examples:

• Example 1: You bought ThunderZilla on August 19th → 1st month is August 19th to 31st.
• Example 2: You bought ATR-TradeShield on August 25th → 1st month is August 25th through September 30th.

To ensure fair access to remote support as our 60K+ trader community continues to grow, each free session is limited to 30 minutes.

If your session requires additional time, you may choose one of the following options:

• Option 1: Return the next day for another free 30-minute session.
• Option 2: Continue immediately with a paid session at $60 per hour.

2. Remote support NOT covered by Greenz

Remote support for products with inactive Greenz Time is provided as a paid service at $60 per hour.

Inactive Greenz Time refers to products purchased on or after November 1st, 2025, whose Greenz Time has expired and has not been renewed. 

3. Remote support for products purchased before Greenz

Products purchased before the Greenz policy took effect (before November 1st, 2025) continue to include FREE remote support under the same conditions outlined above, provided the request is made within 6 months from the purchase date.

After this 6-month period, any remote support session will be provided as a paid service at $60 per hour.

4. Remote support pricing structure

Some remote support sessions are offered as a paid service to help us continue delivering personalized, high-quality assistance, while ensuring fair allocation of our team’s time and technical resources across our expanding community.

Paid remote support is provided at a rate of $60 per hour, with a minimum session value of $30 which must be paid in advance.

Session fees are calculated in 30-minute increments, for example:

• 1–30 minutes: $30
• 31–60 minutes: $60
• 61–90 minutes: $90

Payment is made in cash and confirmed by our team before the session begins.

5. Preparing for your remote session

To help us support you efficiently within the allotted time, please prepare the following before your session:

• Download and install the Zoho Assist Customer App for Windows using the links provided (this is required to join the session):
  File .exe
  File .msi
• Ensure a strong and stable internet connection to prevent lags or disruptions.
• Close any unrelated applications to allow your computer to run more smoothly.
• Log in with your SIM account.
• Open only one new blank chart that includes the indicators related to the issue.
  Please close all unrelated charts in NinjaTrader 8.

Thank you for taking a few moments to review this policy. It helps us serve you more efficiently and ensures a better experience for everyone.

This policy takes effect on December 25, 2025.