Extended Coverage
Custom 24×7 window or regional teams.
Batoi Support and Service Plans
Batoi Support delivers structured, responsive, and expert assistance across all Batoi products and services — from startups to large enterprises.
Choose from Essential, Premium, or Enterprise tiers and access help anytime through the Batoi Bridge Portal.
Overview
| 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 | Queue-based | 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.
Delivery Channels
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.
Security and Compliance in Support
Every support interaction is traceable, logged, and auditable.
Support Add-Ons and Custom Options
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 chat with support.
Get notified at every stage via email and in-app alerts.
Why Choose Batoi Support
