BatchMaster Customer Care

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

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

You can reach us during week days between

8:00 AM to 5:00 PM (EST)at:

(949) 583-1646 Ext 300Or

send us an email at-sbosupport@batchmaster.com

Our Case Process

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

EnquiryReceived And Case number

Generated

Case Is Assigned To Support Engineer

Engineer Reviews &

Plans A Course Of

Action

Our Case Process

•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

Escalation Process

Customer Issue

Engagement Manager

Support Manager

Support Manager

Sr. Manager

Escalation Process

• 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!

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