Status and operations
What we commit to, in writing, instead of a light on a page
Every customer runs their own instance, so there is no single system whose state a dashboard could show. What can be committed to is the support window, how maintenance is scheduled, how you hear about an incident and what happens to orders during one. That is what this page publishes.
- Support window
- 8:00 AM to 5:00 PM IST
- Support days
- Monday to Friday
- Uptime percentage
- Not published
This is a written commitment, not a live monitor. It does not poll anything, so it cannot tell you about an outage happening right now. Those are emailed to your registered address.
Commitments
What is promised, and what is deliberately not
Five rows. Three are commitments we can be held to, one is a number we decline to invent, and one is yours.
| What | Position | Detail |
|---|---|---|
| Support window | Committed | Support is staffed 8:00 AM to 5:00 PM IST, Monday to Friday, excluding public holidays. Replies are usually the same working day. Support being staffed is a different thing from your instance being up, and the two are never written here as though they were the same. |
| Planned maintenance | Committed | Scheduled outside NSE and BSE market hours wherever it can be, and announced to you by email before it happens. If work genuinely cannot wait for the close, you are told why. |
| Incident notice | Committed | An unplanned outage on your instance is emailed to your registered address. Email is used rather than a widget because email reaches you where you already are, and a light on a page nobody has open is not a notification. |
| Your instance being up | No percentage published | We do not publish an availability figure. A percentage becomes a contractual term the moment somebody screenshots it, and one invented for a marketing page is worse than none at all. |
| Your strategies running | Yours | They run on the schedule you configure. Starting them, stopping them and squaring off remain yours to do, and nothing on our side starts a strategy you stopped. |
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.
An order your strategy would have placed during an outage is not placed later
If your instance is unreachable, orders it would have placed are not placed, and nothing is replayed when it comes back: a strategy that missed an entry has missed it. Trading through a broker terminal is always available to you as a fallback, because the broker account is yours and we never stand between you and it.
The reason is worth understanding, because it is a design decision rather than a gap. A strategy that replayed its missed entries on restart would be placing orders into a market that has moved, on signals that have expired, with no human deciding that this is still a good idea. Under-trading is the safe direction to be wrong in, so nothing is queued and nothing is caught up.
The practical consequence: your broker terminal is always your fallback. The account is yours, so you can always trade it directly, and we never stand between you and your broker.
Before you write to us
The market is open and something is not working
Four things account for almost every report we receive. Work through them in this order, and bring what you found when you write.
Check the market and the clock
Exchange holidays, a pre-open session and a broker maintenance window all look like a fault from the outside. Confirm the market is actually open and trading before assuming your instance is the problem.
Check your broker session
Indian broker tokens expire daily, at a time the broker sets. When yours has expired, your instance stops trading until it is renewed. This is a broker rule rather than a fault at our end.
Check the IP whitelist
Your dedicated egress address has to be registered in your own broker console before they will accept your orders. That registration is yours to make, and it is the usual reason a new instance places nothing at all.
Read your own log
Your instance records every request, every broker response and every decision in between. A rejection reason is stored verbatim, so the log usually answers the question before we do.
How the whole path works, from your code to your broker, is set out on how it works, and what is delivered when an instance is provisioned is in the service delivery policy.
Incidents and support
How you hear about an outage, and how you reach us
An unplanned outage on your instance is emailed to your registered address. There is no ticket maze in front of a person, and inside the support window somebody is watching.
Reach a person
- Support
- [email protected]
- Support hours
- Monday to Friday, 8:00 AM to 5:00 PM IST
- Grievance Officer
- Ashutosh Mishra, [email protected]
Write to support with the approximate time, what your strategy was trying to do, and the relevant lines from your own instance log. We match it against the same record you can read yourself, and we tell you what it shows even when the answer is that we were at fault.
Support is staffed 8:00 AM to 5:00 PM IST, Monday to Friday, excluding public holidays. Replies are usually the same working day. Anything formal, including a complaint about the service or a data request, goes to the Grievance Officer, who acknowledges within 48 hours and resolves within 15 days, as the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require of us.
If an outage cost you part of a paid period, the money side is in the refund and cancellation policy. For anything else, use the contact form.
Why not a status widget
A dashboard on this site could not read your instance: this is a static marketing site on a different host, and there is no single shared system for it to report on. Rather than draw a reassuring graph that nothing updates, we publish the commitments above and send incident notices to an address we know reaches you. If we ever stand up a real monitor, it will be linked from here and we will say who runs it.
Questions
Asked most often about availability
Whether anything is down, why there is no graph, what we commit to, and what to check when the market is open and your instance is quiet.
Get started
Ask what we would do at 09:15
If the operating commitments on this page are the part you care about, ask about them before you commit: how maintenance is scheduled around your session, how you would be told about an incident, and what your fallback looks like on the morning something goes wrong.
Your infrastructure, your code, your broker account. · [email protected]