Policy For Customers

1. Customer Charter & Core Philosophy

At AGHO IT Solutions, customer success is our primary measure of accomplishment. This Customer Policy outlines our operational principles, service benchmarks, and the rights guaranteed to every client partnering with us.

2. Dedicated Account Management

Every enterprise client is assigned a designated Technical Account Manager (TAM) and lead solution architect. Your TAM acts as a single point of accountability for sprint updates, feature requests, system scaling, and ongoing consultation.

3. Transparency & No Hidden Charges

We adhere to strict transparent pricing. All proposals clearly delineate scope of work, cloud server allocations, third-party API fees (such as WhatsApp Business API, SMS gateways, and payment gateway percentages), and recurring AMC costs. You will never experience surprise surcharges or hidden fees.

4. Support Response Standards (SLA Matrix)

We classify technical support into three structured response tiers:

• Level 1 (Critical Emergency): Server outage, medical software billing halt, or core database downtime — First response within 15 minutes; 24/7 dedicated remote architect hotline.
• Level 2 (High Priority): Non-critical module malfunction or integration slowdown — First response within 2 hours during business hours.
• Level 3 (Routine Inquiries / Training): User onboarding, configuration assistance, and minor styling requests — Addressed within 24 business hours.

5. Data Confidentiality & Non-Disclosure (NDA)

We routinely execute bilateral Non-Disclosure Agreements (NDAs) prior to onboarding. Our technical teams, developers, and QA engineers operate under strict non-disclosure obligations to safeguard your intellectual property, trade secrets, and organizational procedures.

6. Free Training & Staff Handover Guarantee

Deploying new software is only successful when staff adopt it with confidence. We include comprehensive live training sessions, recorded screen walkthroughs, and step-by-step PDF operation manuals for administrative staff, doctors, accountants, and operators at no additional fee.

7. Escalation & Grievance Redressal

If any aspect of our service fails to meet your expectations, you may escalate directly to our Senior Management Desk:

• Email: info@aghoitsolutions.in (Subject: "Management Escalation")
• Phone / WhatsApp: +91-9194046587
• Address: L-III/77, Sector-D, Aliganj, Lucknow, Uttar Pradesh, India - 226024