Frequently asked questions
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What services does Shoora Global offer?
Six service lines: customer support (voice, email and chat), accounting and taxation, website and app development, digital marketing, sales support, and virtual assistance. Each is delivered by a dedicated team working to your processes, under a written scope and an agreed SLA.
How much does outsourcing to Shoora Global save us?
Up to 70–80% versus equivalent in-house US staffing costs, depending on role, seniority and engagement model. The figure covers salary, benefits, office space and hiring overhead that a locally-employed equivalent would carry.
Do we get a dedicated team or a shared pool?
Dedicated by default. The people on your account work only on your account — that is what the Dedicated Team engagement model means. Hourly and per-transaction models can draw on a trained pool for elasticity, and that trade-off is explained on the engagement models page.
Do you sign a data processing agreement?
Yes, incorporating standard contractual clauses, signed before any personal data is processed under an engagement. See the Security & Compliance page for the full trust surface, including sub-processors and access controls.
How long does it take to get a team up and running?
Two to four weeks from a signed scope to a trained team starting the pilot phase, for a mainstream engagement. Specialised or regulated work — licensed accounting support, for instance — usually takes longer because the hiring bar is higher.
What is the minimum engagement size?
It depends on the service. Support and virtual assistance can start with a single dedicated person; development is not realistically viable below two engineers; sales and accounting depend on volume. This is a scoping-call question, not a fixed rule.
Will your team be available during our business hours?
Yes. Shifts are aligned to US Eastern, US Pacific or UK business hours as required, not to Indian Standard Time. The coverage page shows the actual shift mapping rather than a vague "24/7" claim.
Who manages the team day to day?
A named account owner is accountable for the engagement, supported by a team lead who runs daily operations and a quality lead who is independent of delivery. The founder is the final escalation point on every account.
What happens if quality drops?
The weekly QA sample surfaces it before you would notice it yourself. The SLA includes a written remediation path: coaching with a re-check, then a formal improvement plan, then replacement at our cost if it does not recover. None of this is improvised after the fact.
Can we speak to your references?
Client identities are protected under NDA, so we do not publish names or logos. Two client references are available within three business days of a signed mutual NDA — a stated process with a turnaround, not just a stated willingness.
Where is our data stored?
Work happens inside your own systems wherever possible — your helpdesk, your accounting platform, your CRM, your repository. Where Shoora-operated tooling is used, storage location and sub-processors are listed on the Security & Compliance page.
How do you hire and vet the people who work on our account?
Candidates are sourced against the profile the scope requires and assessed on a real work sample, not just an interview. Background verification is completed and a confidentiality agreement is signed before anyone is placed on a client account.
What if we want to leave?
Thirty days’ notice after the first term, no exit fee. A written transition-out plan — agreed at the start of the engagement, not negotiated at the end — covers knowledge transfer, data return and deletion, and access revocation.