Service Delivery Policy

1. What is delivered

Tristack Technologies LLP sells managed self-hosting under the triStack AlgoTrader brand. What you receive is an instance provisioned and operated for you, reachable at a hostname we issue, on the application host trade.quantgrid.in. There is no physical product, no download and nothing to install on your own machine.

An instance delivers:

• Your own isolated database, on its own volume. No shared schema and no tenant column: your records are not in a table another customer’s instance can reach.
• Your own engine processes. Your strategies run in processes belonging to your instance alone.
• A dedicated static egress IP address for each broker account you connect, reserved to you and shared with nobody, which you register at your own broker.
• The full software. The unified broker API, the in-browser Python strategy host with scheduling and live logs, the node-graph strategy builder, the options analytics suite, the paper-trading sandbox, the optional manual order-approval mode and the alerting. Nothing is held back behind a higher tier.
• Broker adapters for 31 brokers, listed on the brokers page. You connect your own account at whichever of them you use.
• Operation of the underlying infrastructure: provisioning, upgrades, patching, scheduled backups and monitoring.
• Email support at [email protected], Monday to Friday, 8:00 AM to 5:00 PM IST.

The instance is delivered to the named subscriber on the accepted quotation and to nobody else. We do not provision to a different party on your instruction and do not hand administrator access to a third party. The engine addresses NSE, BSE, NFO, BFO, CDS, BCD, MCX and NCDEX, covering equity, futures and options, currency and commodities. What you can actually trade is set by your own broker's API and your own entitlements with them, not by us.

2. The provisioning sequence

There is no self-service sign-up, and that is a property of the product rather than a gap in it: a database has to be created for you and an address has to be allocated to you, and that address has to be registered at your broker before anything can trade. So onboarding is a conversation. Six steps, and two of them are yours:

1. You get in touch through the contact page and tell us what you trade, which brokers you use and how you run your strategies.
2. We issue a written quotation showing each fee line with GST separately. Pricing depends on the size of your instance, how many broker accounts you connect and the support you need, so it is quoted rather than listed. Tell us what you run and you will get a written quote with GST shown separately.
3. You accept it and pay the first invoice. Provisioning starts when the payment clears.
4. We provision the instance and send you the hostname, the initial administrator credentials and your dedicated address, in writing.
5. You register your own developer application at your broker, obtain your own API credentials, and whitelist the dedicated address against them.
6. You connect, test and go live. Connect the broker account on the instance, exercise your strategies in the sandbox, and switch to live trading when you are satisfied. Order-approval mode is the recommended setting while a new strategy is being trusted.

3. When each part is usable

Different parts arrive at different times, and one of them depends on a third party neither of us controls. Read all four rows before you pay, so none of them surprises you afterwards.

The date on your order confirmation governs. The timings above are what we work to in the ordinary case. When we accept your order we confirm a provisioning date in writing, and that date is the commitment. If we are going to miss it we will tell you before it passes rather than after.

“Payment cleared” means our bank or the payment gateway has reported the payment as successful. Card and UPI payments normally confirm within seconds; some bank transfers settle later the same day or the next. If the amount has left your account and you have not heard from us, write to [email protected] with the payment reference and we will trace it.

A GST invoice is emailed to your registered address for every payment. How billing works, and what happens when you stop, are in the Refund and Cancellation Policy.

4. The dedicated address, and the step that is yours

Your broker will only accept API orders from an address you have registered with them.

Indian brokers require API order traffic to arrive from a static IP address registered on your own developer app, following SEBI's framework for retail algorithmic trading. That is why every instance gets a dedicated egress address rather than sharing one: a shared address would mean whitelisting infrastructure other customers also trade from, and it would break the moment it changed. You register the address we allocate you in your own broker's console, and the registration is yours.

Delivery of a working connection has four steps, and only the first is entirely ours:

1. We reserve and attach the address and tell you what it is, in writing, with the instance details.
2. You register your own developer application with your broker and obtain your own API key and secret. Some brokers charge for API access; that charge is theirs, is paid to them, and is not part of our fee.
3. You whitelist the address in your broker’s own developer or API console, against those credentials.
4. Your broker applies the change. Some do it immediately; others take as long as their own published turnaround. Until they have, orders from that address will not go through.

Which operations a broker checks the address on, and from when, is the broker's own rule and can change without notice. Confirm the current position with your broker before you rely on it, and tell us if they need something different: reallocating an address is routine. Checked 23 August 2026.

One address is allocated per broker account you connect. Connect a second broker account and a second address is allocated and charged. If a broker needs a different address family or a different arrangement, tell us: reallocating an address is routine, and we will schedule the change outside market hours and confirm the new address in writing first. Note that changing the address means whitelisting the new one at your broker before orders will flow from it. The engineering behind the dedicated address is on the security page.

5. Hours, operations and maintenance

Two different things are described by two different sets of hours, and confusing them is the commonest misunderstanding about a service like this one.

• Your instance runs on your schedule. Your strategies start, stop and square off when you tell them to. We do not switch the instance off outside market hours and do not impose a trading window on you.
• Support is staffed 8:00 AM to 5:00 PM IST, Monday to Friday, excluding public holidays. That is when a person answers email. It is not a statement about when your instance is running.

We run the infrastructure your instance sits on: the host, the isolated database, the dedicated egress IP and the engine process. Your strategies run on the schedule you configure, and starting, stopping and squaring them off remains yours to do. Planned maintenance is scheduled outside NSE and BSE market hours wherever it can be, and you are told before it happens.

No uptime percentage is published. We monitor your instance and communicate incidents, and we have deliberately not committed to a figure that has not been measured and that carries no remedy. If an availability commitment is agreed with you, it appears on your quotation and states both the figure and the remedy for missing it. What we operate and how maintenance and incidents are handled is described at trade.quantgrid.in/status.

6. No physical shipment

triStack AlgoTrader is delivered entirely over the internet. Stated plainly, because payment pages and checkout flows often assume otherwise:

• Nothing is dispatched, couriered or posted. There is no consignment and no tracking number.
• No shipping, handling, delivery or courier charge is ever added to your invoice. The fees on your accepted quotation, plus GST, are the whole amount payable to us.
• You do not need to give a delivery address. The billing address we collect exists for the GST invoice and the place of supply, not for delivery.
• There is no delivery window to miss, no signature required and nothing to return. Stopping means giving notice, not returning goods: see the Refund and Cancellation Policy.

7. What you need at your end

Delivery is only useful if these are in place. None of them is something we can supply for you, so check them before you pay rather than after.

• A live broker account with a broker listed on the brokers page, with API access enabled through that broker’s own process, and the ability to register a developer application and whitelist an IP address against it.
• The ability to complete your broker’s authentication when it expires. Most Indian broker sessions expire daily, and trading on that account stops until the session is renewed.
• Your own strategies, or the ability and intention to write them. This is infrastructure for people who run their own algorithms. It is not a signals service and does not become one.
• Ownership of, or lawful authority over, every account you connect. The compliance page sets out what that means and what it does not authorise you to do.
• An email address you can actually receive mail at. Provisioning details, invoices, maintenance notices and incident notices go there.
• Sufficient funds and margin in every account you trade. Your broker rejects an order the account cannot support, and that is a broker rejection rather than a delivery failure.

8. If delivery does not happen

Work through this in order. It resolves most cases before you need us:

1. Confirm the payment shows as successful and that you are using the email address on the accepted quotation.
2. Check that the instance hostname resolves and that you can sign in with the credentials we sent.
3. Check the dedicated address we issued, and confirm you have whitelisted that exact address at your broker, and that your broker has applied it. This is section 4, and it is the most common cause by a wide margin.
4. Check that the broker session on the instance has not expired, and that the API credentials on it are the ones the whitelist entry is registered against.
5. Check your own strategy: that it is enabled, that its schedule is in IST and covers the time you expect, and that its own log on the instance shows it running.
6. Check the account has margin, and that the instrument is not in a ban period or outside what your broker permits on your account.

If none of that explains it, email [email protected] from your registered address with your instance hostname, the broker account concerned, the time window, and what you are seeing. We acknowledge within two working days and tell you what we find, matched against the record on your instance, which holds every request the engine made and every broker response.

Where the failure is ours. If we cannot deliver a working instance or a working dedicated address within five working days of payment clearing, and the delay is ours rather than a step waiting on you or on your broker, you may cancel and the amount you paid is refunded in full. That remedy and its time limit are in the Refund and Cancellation Policy, which governs the money side of a failed delivery; this policy does not restate it.

9. Billing, stopping and refunds

What is charged for and how GST works are on the pricing page. How billing runs, how you cancel, what happens to your instance and your dedicated address afterwards, and when a refund is and is not available are in the Refund and Cancellation Policy. The contract itself, the licence it grants and the limits on our liability are in the Terms of Service.

Where this policy conflicts with the Terms of Service, the Terms prevail. Where it conflicts with the Refund and Cancellation Policy on a question of money, that policy prevails.

10. Getting help

Support: [email protected], Monday to Friday, 8:00 AM to 5:00 PM IST. Include your instance hostname and, for a payment question, the invoice number and the reference from your receipt.

For anything formal, the Grievance Officer is Ashutosh Mishra, reachable at [email protected]. Complaints are acknowledged within 24 hours and resolved within 15 days, as the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require of us. You can also use the contact page.

11. Changes to this policy

We may revise this policy. The version in force is the one published on this page, and the date at the top of the page is the date it took effect. If a change materially affects how or when the service is delivered, we will email registered customers before it applies. This version is effective 23 August 2026.