As an experienced systems integrator for Defence, Intelligence and Government customers, Shoghi is keenly aware of the unique importance and responsibilities of our customers' missions. Our corporate offices and our employees in the field do have utmost respect for our customers' contributions to national security and their leadership and we express it explicitly through our cent percent customer support.
Every day, we stand side-by-side with our customers through the products we design and build and with the services we render along with the product support we provide wherever our products are in use around the world.
Shoghi believes that relationships need nourishment and care. Our customer-nations are our family, not just business acquaintances. We work with cooperative interaction with our customers we take our business to the highest level. Together, we put in constructive efforts to deliver high-quality services and building a lasting relationship with total ''trust'' is as our prime motto.
Remote Evaluation of the Product is conducted whenever the customer logs a complaint about system failure. Our Help Desk engineers will remotely log on to the system using a secure Remote System Access application. The help desk engineers will analyze the Operation, Functionality and Issues related to the system.
They will then generate a report mentioning the corrective measures that can be taken to resolve the issues. If possible the help desk engineers will resolve the problems online. If it is not possible to resolve the problems online, the engineers will suggest shipping the system to our nearest facility. During the Evaluation of the product the engineers may also suggest available upgrades for hardware/software to enhance the capability of the system.
In case the remote evaluation suggests that remote support is possible, then a team of dedicated Help Desk engineers will use secure Remote System Access application to provide state-of-the-art software maintenance and system troubleshooting for our customers, 24 hours a day, 7 days a week. The Help Desk team will provide site administrators, end users, and technical support personnel with operational support for user-related questions and problems, as well as remote maintenance support for system problems or equipment failures.
Our remote support application includes full encryption, based on RSA private-/public key exchange and AES (256 Bit) session encoding. This technology is based on the same standards as https/SSL and is considered completely safe by today's standards. The key exchange also guarantees a full client-to-client data protection. This means that even our routing servers will not be able to read the data stream.
In addition to the login ID provided to each customer, the application generates a session password that changes with every session initialization to provide additional security against unauthorized access to a remote system. Security relevant functions like file transfer require additional, manual confirmation of the customer. Also an inbuilt security feature makes it impossible to invisibly control the system. For data protection reasons the person sitting on the remote computer will able to detect and observe whatever action is being taken on the machine.
Software updates are released by us from time to time to enhance the functionality of the system as well as to remove any bugs or errors in the existing application. During the period of the Annual Maintenance Contract, Shoghi Communications Ltd will provide free software updates through remote access. Whenever a new software update compatible to the supplied hardware is released, it will be communicated to a designated person of the customers’ team.
A remote session will then be arranged according to the convenience of the customer and availability of the system. During the remote session our engineers will perform all the necessary steps to update the system. After the system has been updated a comprehensive test of the system will be preformed to ensure that everything is in working order. An option will also be given to the customer to roll back to the original settings just in case he is not satisfied with the performance of the upgrade.
Non Comprehensive Support (Support without Spare Parts)
As the name suggests, this mode of support would include Remote Evaluation, 24x7 remote support and software updates. In case the support cannot be done remotely, Once the problem has been identified a detailed report of the cause of failure, repairs to be carried out and the expenses that will be incurred for replacing faulty parts will be provided to the customer. If the customer decides to go ahead with the repairs, the equipment will be shipped to our nearest facility for repairs. After the equipment has been repaired and returned our Remote Help Desk Engineers or Field engineers would assist in configuring and integrating the equipment back to the system.
Comprehensive Support (Support with Spare Parts)
This mode of support would include Remote Evaluation, 24x7 remote support and software updates. Once the problem has been identified a detailed report of the cause of failure and, repairs to be carried out will be provided to the customer. Once the customer decides to go ahead with the repairs, the equipment will be shipped to our nearest facility and repaired free of charge. Cost of the spare parts, if required for maintenance shall be borne by Shoghi Communications Ltd. After the equipment has been repaired and returned our Remote Help Desk Engineers or Field engineers would assist in configuring and integrating the equipment back to the system.