The document provides information about BatchMaster Customer Care technical support services, contact details, case processes, and escalation processes. It outlines the types of technical support services provided, how to contact support, the standard case process of enquiry, assignment, analysis, solution provision, and closure, as well as the escalation process for issues. It emphasizes the importance of customers providing accurate system environment details and testing solutions before production to help resolve issues.

1. BatchMaster Customer Care

3. • Services
• Contact information
• Case process
• Escalation process
• Working effectively together
• Project details
• Open issues

5. Technical Support Services Include:
• Functional queries
• Installation
• Reports
• Software compatibility
• Third party integration
• Server licensing
• Add-on products
• Info on service patch and software upgrades

7. You can reach us during week days
between
8:00 AM to 5:00 PM (EST)
at:
(949) 583-1646 Ext 300
Or
send us an email at-
sbosupport@batchmaster.com

8. Our Case Process

9. A ‘Go To Meeting’
Session To Gather
Additional
Information If
Necessary
Engineer
Provides
Solution
Case
Closed
If It Is
an
issue
Analysis
Development
Cycle
Script or
Workaround
Provided
Case Is
updated
Enquiry
Received
And Case
number
Generated
Case Is
Assigned To
Support
Engineer
Engineer
Reviews &
Plans A
Course Of
Action
Our Case Process

11. •Works on outstanding issues
•Provides resolutions and/or workarounds
•Responds to software queries
•Communicates on open incidents till closure
•Participates in regular review meeting with you
•Any implementation, training, development and customization
activities are billed on time and material basis

12. Escalation Process

13. Customer
Issue
Engagement
Manager
Support Manager
Support Manager
Sr. Manager
Escalation Process

14. • The data, software and hardware configurations, patch combinations,
and integration points are different for every customer
• We depend on our customers to manage their systems environments
& help us understand them
• Customers control the quality of information about their systems
environment
• Always test solutions BEFORE introducing them into your production
environment
Each Customer is Unique!

15. Welcome
• The Global Technical Support at BatchMaster is committed to provide quality support services
anytime, anywhere!
• Not a single issue is left unheard. We have a big team with one person assigned to each project.
• We value customers’ time. Issue resolution is quick and accurate.
• The sun never sets for us! Support is available 24*7.
• Above all, we not only deliver solution but take prompt follow-up as well.
Thank You