At AssetPlus, we are committed to delivering a transparent, structured, and accountable support experience for our partners and customers. Our escalation and grievance framework ensures that concerns are reviewed at the appropriate level with clear ownership and oversight.

Contact Details

Escalation Email ID: escalations@assetplus.in
Grievance Email ID: grievance@assetplus.in

Working Hours: 10:00 AM to 5:00 PM | Monday to Friday (Business Days Only)

How to Escalate a Case

To escalate an existing support ticket:

1. Send an email to escalations@assetplus.in

2. Ensure the subject line includes the Ticket ID
   Example: Issue Type - Escalation - Ticket ID - #123456

3. Clearly mention:

   • Reason for escalation

   • Business impact

   • Expected outcome

Please note: Escalations can only be raised against an existing ticket logged within the AssetPlus Support Dashboard.

Including the correct Ticket ID enables the escalation desk to review and act efficiently.

Escalation & Resolution Lifecycle

Our case handling process follows a structured three-phase lifecycle.

Phase I - Intake & Initial Action

1. Ticket Raised
   Partner logs a query through the AssetPlus Partner App. The ticket is assigned to a support agent.

2. Initial Assessment
   The agent determines whether the issue can be resolved internally or requires stakeholder intervention.

3. First Meaningful Response (FMR)

   • Direct Path: Issue resolved immediately if fully in-house.

   • Dependency Path: The agent informs the partner that validation or coordination is required with external entities, such as:

     • BSE

     • Asset Management Companies

     • Registrar and Transfer Agents

     • Banking partners

Phase II - Dependency Coordination

4. Stakeholder Routing
   The issue is routed to the appropriate expert:

   Internal Teams:

   • Operations

   • Technology

   • Product

   • Sales

   • Brokerage

5. External Stakeholders:

   • Exchanges such as the BSE

   • AMCs

   • RTAs

   • Banks

6. Active Coordination
   The assigned agent acts as the case owner and coordinator, tracking progress and providing updates.

7. Response Validation
   Before communicating with the partner, the agent reviews the stakeholder response to ensure:

   • Accuracy

   • Completeness

   • Clarity

   • Partner-friendly communication

8. If clarification is required, the case is rerouted internally before external communication.

Phase III - Resolution & Continuous Improvement

7. Communication
   The validated response is shared via the support ticket.

8. Exception Handling
   If the response is delayed or unsatisfactory, the agent:

   • Initiates follow-ups

   • Escalates internally where required

9. Resolution & Closure
   Final confirmation is obtained. The ticket is formally closed.

10. Continuous Improvement
    Critical or recurring issues are flagged to Product and Technology teams to strengthen controls, reduce recurrence, and enhance system reliability.

How Priority Works

Priority classification is based on severity, urgency, and business impact.

Priority assignment is subject to review based on business impact and operational assessment.

Escalation Framework Principles

Our escalation governance is built on five key pillars.

• Where to Escalate

All escalations must be formally raised by emailing escalations@assetplus.io and must reference an existing ticket.

• Whom to Escalate

Escalations are routed through a defined ownership matrix to ensure accountability at every level.

• When to Escalate

Escalation may be required when:

• The issue cannot be resolved at the current level

• Service deadlines are at risk

• There is a significant operational or financial impact

• Response is delayed or unsatisfactory

• Regulatory or compliance sensitivities exist

• Why Escalate

Escalations help address:

• Process gaps

• System issues

• Regulatory dependencies

• Partner dissatisfaction

• Operational delays

• What to Include in an Escalation

Each escalation must include:

• Ticket ID

• Clear reason for escalation

• Business impact

• Expected outcome

Incomplete information may delay review timelines.

Escalation Levels & Review Commitment

AssetPlus follows a structured multi-level review model to ensure appropriate oversight.

Response timelines are calculated within business hours only.

Important Disclaimers

1. Timelines begin once complete and accurate information is received.

2. Emails received outside business hours are counted from the next working day.

3. AssetPlus operates as a fintech platform and works in coordination with external partners, including:

   • AMCs

   • RTAs

   • Exchanges such as the BSE, NSE

   • Banking institutions

   • Payment gateways

4. Where resolution depends on external entities, timelines may vary based on their internal processes.

5. Escalations cannot override market cut-offs, settlement cycles, exchange processing windows, banking cycles, or regulatory mandates.

6. Delays caused by regulatory, legal, or settlement rules will not be treated as SLA breaches.

7. Feature requests, enhancements, development work, bug fixes, and UAT activities are not covered under escalation turnaround commitments.

8. Escalation does not guarantee a favourable or accelerated resolution outcome.

Grievance Redressal

For formal grievance submissions, please email: grievance@assetplus.in

Grievances are reviewed independently and handled in accordance with regulatory guidelines and internal compliance processes.