Most vendors in this market do not publish their service levels. Ours are here, in full, so you can compare them before you buy rather than discover them during an incident.
Support is delivered without access to your data. Naapbooks holds no credential to your environment or database, so where diagnosis needs sight of data we ask for a redacted extract, or your administrator drives a screen share you control. We will never ask you for a password, a login or a one-time code — and if anyone claiming to be from Naapbooks does, refuse and report it to the support manager.
Reporting a fault
| Channel | Use | Notes |
|---|---|---|
| Support portal | Raise and track every ticket | The system of record. All tickets receive a reference number. |
| support@naapbooks.com | Email front door | Files into the same portal and receives the same reference number. |
| In-application help icon | Raise a ticket from inside InsiderQ | Opens the same portal. |
| WhatsApp · telephone | Escalation only | Not a route for first reporting; a ticket reference is required. |
A ticket reference is what starts the clock. Requests made outside these channels are not tracked and carry no service level.
Support hours are 10:00 to 18:00 India Standard Time, Monday to Friday, excluding national holidays. All periods below are measured in support hours.
Severity
| Level | Definition | Illustration |
|---|---|---|
| P1 Critical | Complete unavailability of the software, or loss of the ability to record UPSI, arising from a defect in the software. | No user can log in; the UPSI module will not accept entries. |
| P2 High | Major functionality unavailable, with no workaround available. | Pre-clearance requests cannot be approved; a statutory report will not generate. |
| P3 Medium | Non-critical functionality affected, with a workaround available. | A report exports to Excel but not to PDF. |
| P4 Low | Minor defect with no significant operational impact. | Cosmetic defect; a label is wrong. |
Severity is assessed on operational impact, not on how urgently it is asked for. If you are inside a trading window closure or approaching a certification date, say so on the ticket and it is re-ranked.
Response and resolution
| Severity | Acknowledgement | Response | Resolution or workaround |
|---|---|---|---|
| P1 Critical | 30 minutes | 2 hours | 6 hours |
| P2 High | 2 hours | 6 hours | 12 hours |
| P3 Medium | 4 hours | 12 hours | 24 hours |
| P4 Low | 1 business day | 24 hours | 3 business days |
Response means a named engineer engaged and you informed. Resolution means a tested fix, or a workaround that restores the affected function. On an open P1 we send an update every hour during support hours whether or not the position has changed.
Where we have asked you for information, the clock is suspended from the request until we receive it.
These commitments apply on every support plan, including pay-as-you-go. Plans differ in included hours, rates and how far escalation reaches — not in whether an incident is answered.
Escalation
| Level | Route | Engaged |
|---|---|---|
| Level 0 | Ticket in the support portal | On every fault, immediately |
| Level 1 | Support coordinator · email | Acknowledgement time exceeded, or on your request |
| Level 2 | Engineering team · email, WhatsApp | Response time exceeded, or a P1 open beyond 3 hours |
| Level 3 | Support manager · email, WhatsApp, telephone | Resolution time exceeded, or a P1 open beyond 6 hours |
Levels 1 to 3 engage automatically on the trigger stated, without you needing to ask. Escalation runs alongside the commitments above and does not restart, extend or replace them.
Availability
Where you run InsiderQ on your own premises or in your own cloud tenancy, availability is a function of infrastructure you operate, and no charge is made for it.
Where Naapbooks facilitates the infrastructure, we commit to a monthly availability of 99.5%, measured as the percentage of minutes in the calendar month during which the server responds to a network health check. Excluded: scheduled maintenance notified at least 48 hours in advance and performed outside support hours; downtime attributable to your configuration, network, credentials or application changes; and force majeure.
Where availability falls below the commitment in a calendar month, you are credited a pro-rata portion of that month’s infrastructure charge, on a claim made within thirty days of the month end.
Change management
| Activity | Commitment |
|---|---|
| Acknowledgement of a change request | 1 business day |
| Assessment, with effort estimate and any charge | 3 business days |
| Implementation of an approved change | 5 business days, or by agreed schedule where larger |
| Assessment of a regulatory amendment affecting the software | On publication; timeline advised to all clients |
Configuration you can perform yourself — user and role administration, custom dropdowns, notification templates, SMTP settings, window closure definitions — is not a change request and needs no ticket.
Security
| Area | Commitment |
|---|---|
| Confirmed vulnerability in the software | Patch or mitigation within 24 hours |
| Security incident concerning the software | Response within 4 hours |
| Operating system, database and web server patching | Advisory issued by Naapbooks; applied by you, with assistance on request |
| Infrastructure security, where facilitated by Naapbooks | Provider-level security and the network configuration set at handover; the instance is yours thereafter |
| Naapbooks’ own information security | Management system certified to ISO/IEC 27001:2022 |
Backup and recovery
| Activity | Naapbooks | You |
|---|---|---|
| Backup procedure and scripts | Supplied | — |
| Configuration of a backup job | On request | Provide and control the destination |
| Holding backup copies | None held | Responsible |
| Verification and restore testing | Assistance on request | Responsible |
| Restoration following a software defect | Within 24 hours of request | Provide the backup |
Naapbooks holds no copy of your database and is unable to restore data from its own records. That is a consequence of the custody position, not a gap in the service.
Support plans
Four plans are available — pay-as-you-go, Starter, Basic and Advanced — differing in included development, support and deployment hours, in hourly rates, and in how far escalation reaches. Plans are quoted with your licence.
Ask for a quotation and we will set out the licence, the support plan and, if you want it, infrastructure as separate lines.
Request a quotationReviews
| Review | When | Purpose |
|---|---|---|
| Post-go-live check-in | 30 days after go-live | Usage, open questions, anything configured hastily during onboarding |
| Annual service review | Yearly | Ticket history against these commitments, plan suitability, regulatory outlook |
| Pre-certification check | On request, ahead of annual certification | Confirming the evidence for the six exchange certification points is where your PCS will look for it |
Exclusions
- Issues arising from infrastructure that does not meet the published System Requirements, or from modification of the software, schema or server configuration.
- Third-party software, mail, network, cloud or security services operated by or for you.
- Data entry, data quality, data reconciliation and interpretation of the PIT Regulations.
- Account recovery where no application administrator remains — we hold no credential and cannot perform it.
- Re-deployment activities: server migration, hostname or IP change, major operating system or database upgrade, restoration onto a different server.
Nothing on this page is a representation as to your compliance with the PIT Regulations, or as to the outcome of any inspection, certification or proceeding. Clause 9 of the Terms and Conditions governs.
Version 2.1 · effective 3rd May 2025. Supersedes the SLA Matrix 2026. Reviewed annually and on any material amendment to the PIT Regulations or the exchanges’ SDD requirements.
The full Service Level Agreement forms part of your contract and is provided with your quotation. It is governed by the Terms and Conditions.