How Batoi Enterprise Support Works
The Enterprise Support Plan is the ultimate support service for businesses that require full-scale assistance with minimal downtime. Offering unlimited support tickets, enhanced phone availability, remote desktop support, and an account manager, this plan ensures that all critical and complex issues are resolved quickly. Enterprise customers also benefit from proactive account management, quarterly consultation sessions, and a defined escalation matrix for quick issue resolution.
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 (maximum within one
business
day).
Remote Desktop Support
Enterprise customers benefit from unlimited 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 service is available
upon request
and has no limitations on the number of sessions. This support is available
daily from 6
AM GMT to 4 PM GMT.
Video Conferencing
Unlimited 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. This
support is available daily from 6 AM GMT to 4 PM GMT.
Self-Help Resources
Enterprise 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
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
The following table details how the priority level is managed for Batoi Support Services.
| Priority Levels | Response Time | Description of the Issue or Service Request | Expected Resolution |
|---|---|---|---|
| Priority 1 | <= 1 business day | The highest indicates system inaccessibility due to breakdown or severe impairment to service that cannot be circumvented. Examples: outages of server hardware, software, and network. | Upon receipt of the issue, the Batoi Support Team will try to restore the service(s) or provide an ETA if it is a larger issue. |
| Priority 2 | 2-5 business days | The issue impacts business operations, but the application is still functional. Examples: Slow response time, an incorrect calculation that can be manually updated, or any problem for which there is a workaround. | A workaround is available. Instructions are made available to users, as well as internal help files/ videos, etc. |
| Priority 3 | 5-15 business days | Possible impact on business. Good to have, but not an essential functionality. Classified as a low impact, low priority issue or enhancement request. Examples: An action is performed, but UI is not refreshed, an alert for a user action was not delivered, etc. | Identify the root cause and determine if it is a software defect or a lower-priority enhancement. If the software does not function according to the application documentation, it should be fixed in an upcoming maintenance release. |
| Priority 4 | Beyond 15 days | For a cosmetic issue with no major business impact. Items identified as changes in the customer business rules incompatible with the current software applications and documentation. | Identify the root cause and a determination made if the Batoi Support Team considers this a bug and will determine a release schedule. It can be an enhancement that will be added to a future scheduled release or custom work that is chargeable to the customer. |
| Priority 1 |
|---|
|
Response Time <= 1 business day |
|
Description of the Issue or Service Request The highest indicates system inaccessibility due to breakdown or severe impairment to service that cannot be circumvented. Examples: outages of server hardware, software, and network. |
|
Expected Resolution Upon receipt of the issue, the Batoi Support Team will try to restore the service(s) or provide an ETA if it is a larger issue. |
| Priority 2 |
|
Response Time 2-5 business days |
|
Description of the Issue or Service Request The issue impacts business operations, but the application is still functional. Examples: Slow response time, an incorrect calculation that can be manually updated, or any problem for which there is a workaround. |
|
Expected Resolution A workaround is available. Instructions are made available to users, as well as internal help files/ videos, etc. |
| Priority 3 |
|
Response Time 5-15 business days |
|
Description of the Issue or Service Request Possible impact on business. Good to have, but not an essential functionality. Classified as a low impact, low priority issue or enhancement request. Examples: An action is performed, but UI is not refreshed, an alert for a user action was not delivered, etc. |
|
Expected Resolution Identify the root cause and determine if it is a software defect or a lower-priority enhancement. If the software does not function according to the application documentation, it should be fixed in an upcoming maintenance release. |
| Priority 4 |
|
Response Time Beyond 15 days |
|
Description of the Issue or Service Request For a cosmetic issue with no major business impact. Items identified as changes in the customer business rules incompatible with the current software applications and documentation. |
|
Expected Resolution Identify the root cause and a determination made if the Batoi Support Team considers this a bug and will determine a release schedule. It can be an enhancement that will be added to a future scheduled release or custom work that is chargeable to the customer. |
Escalation Matrix
If any given problem cannot be handled in the time set forth below (based on Priority Level), the customer shall have access to higher-level management personnel of Batoi in accordance with the chart below. For example, if a customer user cannot contact the Batoi Priority Support Team for a Priority 1 issue within one (1) day, the customer user may attempt to contact the Account Manager, and so on.
| Management Level | Priority 1 | Priority 2 | Priority 3 | Priority 4 |
|---|---|---|---|---|
| Batoi Support Team | 4 business hours | 1 business day | 3 business days | 1 week |
| Account Manager | 1 business day | 2 business days | 1 week | 2 weeks |
| Executive Management | 2 business days | 5 business days | 2 weeks | 1 month |
| Batoi Support Team | |
|---|---|
| Priority 1 | 4 business hours |
| Priority 2 | 1 business day |
| Priority 3 | 3 business days |
| Priority 4 | 1 week |
| Account Manager | |
| Priority 1 | 1 business day |
| Priority 2 | 2 business days |
| Priority 3 | 1 week |
| Priority 4 | 2 weeks |
| Executive Management | |
| Priority 1 | 2 business days |
| Priority 2 | 5 business days |
| Priority 3 | 2 weeks |
| Priority 4 | 1 month |
Who Is This Plan For?
The Enterprise Support Plan is ideal for large businesses or organizations that rely
heavily on Batoi products and require continuous, high-level support. If your company
cannot afford downtime and needs enhanced access to expert assistance, this plan
provides the most comprehensive service available.
FAQs
For Enterprise customers, our support team responds within eight (8) business hours
for non-critical issues, and critical issues are escalated immediately.
Our escalation matrix ensures that critical issues are handled quickly by progressing
from frontline support (which includes senior engineers and team leads), account
manager, and finally, executive intervention if necessary.
Yes, each Enterprise customer is assigned an account manager who oversees all
support needs and ensures personalized service.
