Extended Coverage
Custom 24×7 window or regional teams.
Batoi Support delivers structured, responsive, and expert assistance across Core Platform, Batoi products, Exchange Assets, and customer deployments.
Choose from Essential, Premium, or Enterprise tiers and access help anytime through My Batoi support workflows.
| Feature / Coverage | Essential | Premium | Enterprise |
|---|---|---|---|
| Availability | Business hours (Mon–Fri) | 24×5 | 24×7 for critical incidents |
| 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 |
| Knowledge Base Access | |||
| Community Support | |||
| Product updates | Standard release | Early access | Priority rollout |
| Customer success reviews | — | Quarterly | Monthly |
| Security & compliance reviews | — | On Request | Scheduled & On-Demand |
| Integration & DevSecOps advisory | — | On Request | Quarterly sessions |
| Dedicated Technical Account Manager (TAM) | — | — | |
| Escalation to leadership | — | For high-priority cases | Direct access |
| Feature / Coverage | Availability |
| Essential | Business hours (Mon–Fri) |
| Premium | 24×5 |
| Enterprise | 24×7 for critical incidents |
| 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 | Knowledge Base 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 | — |
| Premium | Quarterly |
| Enterprise | Monthly |
| Feature / Coverage | Security & Compliance Reviews |
| Essential | — |
| Premium | On Request |
| Enterprise | Scheduled & On-Demand |
| Feature / Coverage | Integration & DevSecOps Advisory |
| Essential | — |
| Premium | On Request |
| Enterprise | Quarterly sessions |
| Feature / Coverage | Dedicated Technical Account Manager (TAM) |
| Essential | — |
| Premium | — |
| 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 (Essential, Premium, or Enterprise) and can be upgraded at any time.
Raise and manage tickets with SLA tracking.
Available for Premium and Enterprise users during active hours.
Standard for all users.
Self-service articles and troubleshooting guides.
Peer-to-peer collaboration and product discussions.
Every support interaction is traceable, logged, and auditable.
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 start a support conversation.
Get notified at every stage via email and in-app alerts.
