Escalation Email

escalations@assetplus.io 

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


Escalation Levels & SLA Matrix

Level

Team / Role

First Response SLA

Resolution SLA

L1

Escalation Desk

2 Hours

24 Hours

L2

Senior Escalation  Desk

4 Hours

48 Hours

L3

Escalation Leadership Desk

6 Hours

72 Hours

L4

Head of Support

8 Hours

96 Hours

L5

Management

16 Hours

120 Hours


Disclaimer : 

  •  Resolution timelines are based on the information provided at the time the ticket was created. Tickets raised outside business hours will be counted from the next working day for SLA calculation.

  •  The SLA does not cover feature requests, enhancements, development work, bugs, or release/UAT activities.

  •  AssetPlus is a Fintech platform, and several of its services depend on third-party partners, including AMCs, RTAs, Exchanges (BSE), banks, and payment gateways. If an issue depends on these partners, the resolution time may vary.

  •  Escalations cannot override or speed up the processing timelines of these external partners.

  •  Transaction-related SLAs depend on market cut-off timings, exchange processing windows, bank settlement cycles, and regulatory guidelines.

  •  Delays caused by market timing rules, settlement cycles, or legal/regulatory requirements will not be treated as SLA breaches.