How Batoi Premium Support Works
The Premium Support Plan is designed for customers who need more robust assistance beyond essential email support. It offers faster response times, remote desktop support, video conferencing for troubleshooting, and extended availability, including weekends. This plan is ideal for small to mid-sized businesses needing regular access to the Batoi support team.
Support Features Breakdown
| Feature | Details |
|---|---|
| Ticketing System | Submit up to 20 monthly support tickets with priority handling over Essential Plan users. |
| Response Time | 12-24 hours for email support, with priority over Essential. |
| Phone Support | Available for all inquiries, limited to 10 calls per month. |
| Self-Service Resources | Full access to documentation, including case studies, white papers, and premium content. |
| Remote Desktop Support | Available for troubleshooting upon request, scheduled based on availability. |
| Video Conferencing | 1 video session per month for consultations, troubleshooting, or product-related inquiries. |
| Support Availability | This support is available daily from 6 AM to 2 PM GMT. |
| Escalation Process | Not included. Escalation is available for Premium and Enterprise customers. |
| Account Manager | Not included. Available only for Enterprise Support. |
| Ticketing System |
|---|
| Submit up to 20 monthly support tickets with priority handling over Essential Plan users. |
| Response Time |
| 12-24 hours for email support, with priority over Essential. |
| Phone Support |
| Available for all inquiries, limited to 10 calls per month. |
| Self-Service Resources |
| Full access to documentation, including case studies, white papers, and premium content. |
| Remote Desktop Support |
| Available for troubleshooting upon request, scheduled based on availability. |
| Video Conferencing |
| 1 video session per month for consultations, troubleshooting, or product-related inquiries. |
| Support Availability |
| This support is available daily from 6 AM to 2 PM GMT. |
| Escalation Process |
| Not included. Full escalation matrix available for Enterprise customers. |
| Account Manager |
| Not included. Available only for Enterprise Support. |
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.
Telephone Support
This service is available for all types of inquiries, not just critical issues.
Customers can
place up to 10 calls per month for general assistance or troubleshooting, making
it a
great option for businesses that need regular support.
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.
Who Is This Plan For?
The Premium Support Plan is perfect for businesses requiring more frequent interactions
with the Batoi support team and faster resolutions. If your company regularly uses Batoi
products and requires both email and phone support with remote desktop
troubleshooting, this plan will meet your needs.
Upgrade Options
As your business grows, you may require even more comprehensive support. Consider
upgrading to any of our Enterprise Product Plans, which will then be bundled with our
Enterprise Support Plan for unlimited
ticketing, faster response times, and dedicated
account management.
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 direct and frequent support.
Yes, remote desktop support is included in the Premium Plan and can be scheduled by
contacting our support team.
Premium Support customers receive responses within 12-24 hours, depending on the
complexity of the issue.
