Operational metrics, audited by an external CA firm. Refund rates, complaint resolution, security incidents, governance — the things compliance customers should be allowed to inspect before they trust us with theirs.
Coverage: 1 April 2025 — 31 March 2026. Audit by B S R & Associates LLP. Next interim release: October 2026.
SLA hit rate
96.2%
On registration timelines
Target 95%
Government first-pass acceptance
94.8%
No re-filings needed
Industry avg ~78%
Refund rate (full)
0.42%
Of all paid orders
No refund required
Net Promoter Score
+71
2,400+ verified responses
Q4 FY26 measurement
Service-level performance
Support performance
First response (chat / WhatsApp)
Target 30 min
12 minutes
Resolution time (P1 — filing blocked)
Target 8 h
4.2 hours
Resolution time (P2 — non-blocking)
Target 2 days
1.8 days
Customer-effort score
Target ≥ 6.0
6.4 / 7
Security & incidents
P1 / P2 security incidents
During FY 2025-26
0
Data breaches affecting customers
Confirmed by external audit
0
Vulnerability disclosures handled
6 fixed in ≤ 7 days · 1 in 11 days
7
Bug-bounty payouts
7 reports across 4 researchers
₹3.2 L
Governance
What our promises actually cost us
Refunded ₹14.7 L on missed SLAs
Money-back-on-delay is a real promise. ₹14.7 L refunded to 312 customers in FY 2025-26 where we slipped a stated SLA.
No price increases mid-engagement
Once you sign up at a price, we hold it for 12 months. Government fee changes are pass-through (and itemised on every invoice).
Bad reviews stay up
Of 2,400+ verified Google + Trustpilot reviews, we have asked for 0 to be removed. We respond to every review under 4 stars within 24 hours.
We share the audit working papers with enterprise prospects under NDA. The condensed PDF, including the auditor’s opinion letter, is open.