Dear All,
At Dhan - we have always ensured that product, technology and customer experience is in the forefront of everything we do. Broking products are complex, it takes alot to keep things going seamlessly and we do hope that we do that always.
We had an amazing year from the time we started in public access from November 4, 2022, but unfortunately we faced our first connectivity issue today during market hours - and to keep things transparent - we want to share this with our users.
Few users on Dhan today experienced a lag in price updates (partially or fully) between 2.26 PM to 2.30 PM today. We also received a few queries (~50) where users were not able to see price updates on our platforms - more of them on mobile apps and a tiny bit on the web.
We’re writing this post to address those queries and explain why the issue happened. Being an expiry day today (Thursday) by 2:25 we experienced unusual traffic (despite our capacity) on one of our servers - for which we immediately provisioned additional servers to handle the same. During this time - few users who were connected on this server noticed a price lag which we rectified immediately based on the alerts we have. However, order placement modules by all our users continued to be normal throughout this time without any lag or delay and this issue was specific to the market feed only.
We scaled up our technical infrastructure quickly to ensure that the users experiencing a lag were distributed across servers. We want to apologise to users who have experienced this lag - as we strive to give you the best product and customer experience.
If you have any queries, please feel free to write to us at help@dhan.co. Our team is always on standby to ensure that we answer your questions.
Thank you,
Alok Pandey
