Version 1.0
Effective Date: January 2025
Legal Name: Finark is a brand name in HUEX PVT. LTD
Contact: Pranav Koomar
Website: https://www.finark.com
Finark commits to a Monthly Uptime Percentage of at least 99.9% for its API services. While we aim for maximum reliability, the following exclusions apply when calculating uptime:
We prioritize transparency and will make all reasonable efforts to communicate potential disruptions in advance.
Finark provides email-based support at pranav@finark.com, available Monday to Friday, 10:00 AM to 5:00 PM IST (excluding national holidays).
Support requests are triaged based on severity, as outlined below:
🔴 Critical (Severity 1): Complete service outage or major API failure impacting all users.
🟠 High (Severity 2): Significant functionality is impaired with no feasible workaround.
🟡 Medium (Severity 3): Partial loss of functionality with a reasonable workaround available.
🔵 Low (Severity 4): Minor issues, non-critical bugs, or general inquiries.
Finark aims to resolve issues as swiftly as possible based on the severity, and clients may escalate issues by following the escalation path outlined in Section 5.
Finark targets the following metrics under normal load conditions:
Rate limits per tier:
An incident is defined as any unplanned disruption or degradation of Finark's API services that impacts multiple clients or critical functionalities.
Finark strives to provide timely and comprehensive data through its APIs. However, data availability may vary based on the nature of the dataset and external data provider schedules.
Historical Data Access:
Timeliness of Updates:
Monthly Fund Factsheet Data:
Fund factsheet and performance data are published on varying schedules by different asset management companies (AMCs). Finark monitors these releases and updates the corresponding API data within 5 business days of availability to ensure timely access for users.
Please note that due to the staggered release schedules of AMCs, complete visibility of all mutual fund data at any one time may not always be possible.
Finark is committed to resolving client issues efficiently. If a reported issue remains unresolved or requires urgent attention beyond normal support timelines, clients may escalate the matter as follows:
📧 Escalation Contact:
Email pranav@finark.com with a subject line: "[Escalation] Brief Description of the Issue"
⏱️ Response Time:
Escalated issues will receive an initial response within 1 business day.
📄 What to Include in the Escalation Email:
🔁 Resolution Handling:
Once escalated, the issue will be tracked internally by Finark's team with periodic updates shared until resolution.
Continuous System Monitoring:
Logging for Transparency:
Finark's API service integrates data from external providers for information including, but not limited to, Net Asset Values (NAVs), index values, and mutual fund details. While we aim to deliver a broad and reliable dataset, the availability, accuracy, and timeliness of certain data points may depend on third-party sources such as AMFI India and NSE, which operate outside of Finark's control.
In such cases, Finark will communicate any known issues promptly and work to resolve them as quickly as possible, though response times may vary depending on the external sources.
This SLA remains in effect until superseded by an updated version. Finark reserves the right to revise the SLA terms to align with evolving service levels and commercial requirements. Clients will be notified of any material changes at least 30 days in advance.