How Batoi Support Works
At Batoi, we understand that every business has unique support needs. That’s why we offer a tiered support structure to provide the right level of assistance, whether you’re a small startup or a large enterprise. Our support services are designed to scale with your business and ensure you can access the help you need—when you need it.
(The above diagram shows how Batoi Support works, including preventive
maintenance of the platform.)
Online Ticket and Email Support
The customer (the users who are registered—as decided by the customer—to
interact
with the Batoi Support Team) may create an online ticket within their Batoi
Account or
send an email to Support using their registered email ID. The Batoi Support Team
provides quick assistance when an issue is encountered.
Remote Desktop Support
Customers benefit from the remote desktop sessions (with Google
Chrome Remote
Desktop), which ensure hands-on troubleshooting for any technical issues
that cannot be
resolved via email or phone. This support is available daily from 6 AM GMT to 4
PM GMT.
Video Conferencing
Remote desktop support and video conferencing sessions are available through
Whereby or Zoom. These sessions are perfect
for product consultations, troubleshooting,
or training your team on best practices for using Batoi products. Support is
available daily
from 6 AM GMT to 4 PM GMT.
Self-Help Resources
Customers can access all support documentation, including exclusive white papers, case
studies, and in-depth product (also service and solution) documentation
(called Support
Documentation). These resources are designed to provide proactive
solutions and
strategies for effectively using Batoi’s offerings.
Account Manager
Each customer is assigned an account manager as part of the Enterprise Support Plan.
The account manager serves as the main point of contact for all support needs,
ensuring
that your business receives personalized service. They will also proactively
assist with
product optimization, onboarding, and best practices.
Consultations and Strategy Sessions
Only Enterprise customers receive quarterly or bi-annual strategy sessions with
their
account manager and support team. These sessions are designed to ensure that
your
team uses Batoi products to the fullest potential and offer advice on
integration,
optimization, and new feature adoption.
Prioritization of Problem Resolution and Escalation Matrix
Only Enterprise Plan has this. Click here to learn more about the Batoi Enterprise Support
Plan.
Why Choose Batoi Support?
Our tiered support system ensures that every customer receives the needed assistance. Whether you’re a small business needing occasional help or a large enterprise requiring full-scale support, Batoi’s support plans are designed to deliver timely and effective solutions.
FAQs
The Premium Plan offers faster response times, more tickets per month, and additional
services such as remote desktop support and video conferencing, making it ideal for
businesses needing more frequent support.
No, phone support is only available with the Premium and Enterprise Support Plans.
Premium Support offers limited phone support during business hours.
If you upgrade your product subscription, your support plan will auto-upgrade.
Overview of Support Plans
We offer three support tiers: Essential, Premium, and Enterprise, each with features to match your subscription plan. From essential help resources to full-scale, dedicated support, Batoi has a plan that fits your business requirements.
| Essential Support | Premium Support | Enterprise Support | |
|---|---|---|---|
| Ticketing System | Up to 5 tickets/month | Up to 20 tickets/month | Unlimited tickets |
| Response Time | 48 hours | 24 hours | 6-12 hours |
| Phone Support | Critical issues only, business hours | 7 days a week, 6 AM to 2 PM GMT | 7 days a week, 6 AM to 4 PM GMT (24/7 for critical issues) |
| Remote Desktop Support | Not included | Available by appointment | Unlimited remote desktop support |
| Video Conferencing | Not included | 1 session/month | Unlimited sessions |
| Account Manager | No | No | Yes |
| Consultations | No | No | Quarterly strategy sessions |
| Escalation Matrix | No | No | Full escalation process |
| Support Hours | 7 days a week, 6 AM to 2 PM GMT | 7 days a week, 6 AM to 2 PM GMT | 7 days a week, 6 AM to 4 PM GMT (24/7 for critical issues) |
| Learn More | Learn More | Learn More |
| Ticketing System | |
|---|---|
| Essential | Up to 5 tickets/month |
| Premium | Up to 20 tickets/month |
| Enterprise | Unlimited tickets |
| Response Time | |
| Essential | 48 hours |
| Premium | 24 hours |
| Enterprise | 6-12 hours |
| Phone Support | |
| Essential | Critical issues only, business hours |
| Premium | 7 days a week, 6 AM to 2 PM GMT |
| Enterprise | 7 days a week, 6 AM to 4 PM GMT (24/7 for critical issues) |
| Remote Desktop Support | |
| Essential | Not included |
| Premium | Available by appointment |
| Enterprise | Unlimited remote desktop support |
| Video Conferencing | |
| Essential | Not included |
| Premium | 1 session/month |
| Enterprise | Unlimited sessions |
| Account Manager | |
| Essential | No |
| Premium | No |
| Enterprise | Yes |
| Consultations | |
| Essential | No |
| Premium | No |
| Enterprise | Quarterly strategy sessions |
| Escalation Matrix | |
| Essential | No |
| Premium | No |
| Enterprise | Full escalation process |
| Support Hours | |
| Essential | 7 days a week, 6 AM to 2 PM GMT |
| Premium | 7 days a week, 6 AM to 2 PM GMT |
| Enterprise | 7 days a week, 6 AM to 4 PM GMT (24/7 for critical issues) |
