Support Channels
Multiple Ways to Get Help — for Every Situation
Whether you need a quick answer during a sales call or urgent technical help at a client go-live, BetaSuite's support channels have you covered.
Partner WhatsApp Community
All Tiers
A private WhatsApp group for all active BetaSuite partners. Ask quick product questions, share tips, hear product update announcements, and connect with fellow resellers across East Africa.
Partner Email Helpdesk
All Tiers — 24hr Response
A dedicated partner-only support email address — separate from the end-user helpdesk — with a guaranteed 24-hour first response. Use this for implementation questions, bug reports, and product guidance.
Dedicated Account Manager
Silver, Gold & Platinum
A named BetaSuite account manager who knows your business — handles deal support, proposal reviews, renewal negotiations, and escalations. Your single point of contact for everything non-technical.
Pre-Sales Engineering Support
All Tiers — By Request
Need a technical expert on a prospect call? Our pre-sales engineers can join your demo, answer technical integration questions, and help you close deals that require deeper product knowledge.
Priority Technical Support
Gold & Platinum — 4hr SLA
A separate priority queue for client technical escalations. Gold and Platinum partners' support tickets are handled first, with a guaranteed 4-hour first response from a BetaSuite engineer.
Named Escalation Engineer
Platinum Only
Platinum partners are assigned a named BetaSuite senior engineer who knows their client portfolio and can be contacted directly for critical escalations — no queue, no strangers.
Support SLA by Tier
Response Time Guarantees by Partner Tier
The higher your tier, the faster your support response — and the more dedicated your support contact.
| Support Channel |
Starter |
Silver |
Gold |
Platinum |
| Partner WhatsApp Community | ✅ | ✅ | ✅ | ✅ |
| Partner Email Helpdesk | 24hr | 24hr | 12hr | 8hr |
| Partner Portal Ticket System | ✅ | ✅ | ✅ | ✅ |
| Dedicated Account Manager | — | ✅ | ✅ | ✅ |
| Pre-Sales Engineering Support | By request | By request | Priority | Priority |
| Priority Support Queue | — | — | 4hr SLA | 4hr SLA |
| Named Escalation Engineer | — | — | — | ✅ |
| Go-Live Implementation Assistance | ✅ | ✅ | ✅ | ✅ + on-site |
How Escalations Work
From First Contact to Resolution
When a client issue escalates beyond standard support, here's how BetaSuite's partner escalation process works to protect your client relationship.
1
You Raise a Ticket
Log the issue via the partner portal ticket system with full context, client name, and severity level.
2
Auto-Routing
The system routes your ticket to the correct team based on your tier — standard queue, priority queue, or named engineer.
3
First Response
You receive an acknowledgement with a reference number and assigned engineer within your SLA window.
4
Investigation
The engineer investigates and may request access to the client's account, logs, or additional context via the ticket thread.
5
Resolution & Update
You're updated at every stage via the portal and email. Resolution notes are documented in the ticket for your records.