Batoi Support provides structured assistance across Batoi Platform, Flex, Exchange assets, accounts, workspaces, billing, and customer deployments.
Choose from Essential, Premium, or Enterprise tiers, open tickets through My Batoi, and use Resources for self-service help.
| Feature / Coverage | Essential | Premium | Enterprise |
|---|---|---|---|
| Availability | Business hours (Monday-Friday) | 24×5 | 24×7 for critical incidents |
| Published pricing | Included with active customer plans | $300 / ₹24,900 monthly | $1,000 / ₹83,000 monthly; custom terms available |
| Response time | ≤ 1 business day | ≤ 4 hours | ≤ 2 hours |
| Channels | Email / Ticket | Email, Ticket, Live Chat | Email, Ticket, Chat, Scheduled Calls |
| Resolution target | As per queue | Prioritized | SLA-based, custom |
| Resources Help Access | |||
| Community Support | |||
| Product updates | Standard release | Early access | Priority rollout |
| Customer success reviews | Not available | Quarterly | Monthly |
| Security & compliance reviews | Not available | On Request | Scheduled & On-Demand |
| Integration & DevSecOps advisory | Not available | On Request | Quarterly sessions |
| Dedicated Technical Account Manager (TAM) | Not available | Not available | |
| Escalation to leadership | Not available | For high-priority cases | Direct access |
| Feature / Coverage | Availability |
| Essential | Business hours (Monday-Friday) |
| Premium | 24×5 |
| Enterprise | 24×7 for critical incidents |
| Feature / Coverage | Published Pricing |
| Essential | Included with active customer plans |
| Premium | $300 / ₹24,900 monthly |
| Enterprise | $1,000 / ₹83,000 monthly; custom terms available |
| Feature / Coverage | Response Time |
| Essential | ≤ 1 business day |
| Premium | ≤ 4 hours |
| Enterprise | ≤ 2 hours |
| Feature / Coverage | Channels |
| Essential | Email / Ticket |
| Premium | Email, Ticket, Live Chat |
| Enterprise | Email, Ticket, Chat, Scheduled Calls |
| Feature / Coverage | Resolution Target |
| Essential | As per queue |
| Premium | Prioritized |
| Enterprise | SLA-based, custom |
| Feature / Coverage | Resources Help Access |
| Essential | |
| Premium | |
| Enterprise | |
| Feature / Coverage | Community Support |
| Essential | |
| Premium | |
| Enterprise | |
| Feature / Coverage | Product Updates |
| Essential | Standard release |
| Premium | Early access |
| Enterprise | Priority rollout |
| Feature / Coverage | Customer Success Reviews |
| Essential | Not available |
| Premium | Quarterly |
| Enterprise | Monthly |
| Feature / Coverage | Security & Compliance Reviews |
| Essential | Not available |
| Premium | On Request |
| Enterprise | Scheduled & On-Demand |
| Feature / Coverage | Integration & DevSecOps Advisory |
| Essential | Not available |
| Premium | On Request |
| Enterprise | Quarterly sessions |
| Feature / Coverage | Dedicated Technical Account Manager (TAM) |
| Essential | Not available |
| Premium | Not available |
| Enterprise | |
| Feature / Coverage | Escalation to Leadership |
| Essential | -- |
| Premium | For high-priority cases |
| Enterprise | Direct access |
Each support tier aligns with the customer’s subscription plan and can be upgraded when support coverage, response targets, or advisory needs increase.
Raise and manage tickets with SLA tracking.
Available for Premium and Enterprise users during active hours.
Standard for all users.
Self-service Help Articles and Product Guides are available through the Help Center.
Route product, billing, and operational requests through the right support lane.
Flex uses the same Batoi support system as the rest of the product portfolio, so tickets, service levels, account context, and escalation stay in one place.
Use My Batoi for access and login, subscriptions and billing, workspace setup, publishing, core Flex workflows, AI Assist, integrations, and migration issues.
Product, account, and service-level matters remain within the central support system.
Certified partners may provide onboarding, industry configuration, data migration, training, adoption, and locally delivered operational support.
Partner services complement Batoi support; they do not create a separate product-support destination.
Support workflows retain activity records according to access, privacy, retention, and assurance requirements.
Custom 24×7 window or regional teams.
Available for Enterprise customers in select regions.
Combine support with advisory sessions for implementation or optimization.
Partners can resell support or bundle it within their service offerings.
Use your registered email and credentials.
Submit a ticket, check SLA, or continue a support conversation.
Get notified at every stage via email and in-app alerts.
New support purchases and upgrades should use Batoi checkout. Manual payment instructions are available in My Batoi for approved invoices, orders, custom support remittances, and bank transfer requests.
