Mistral offers dedicated product support services, that help customers reduce support cost, and enhance quality of products; resulting in improved customer satisfaction. The experienced Mistral product support team offers 24/7 support services. The multi-level support process includes:
- Level 1
- Log and issue support request
- Review FAQ, support database to see prior incidence
- Send out an appropriate response
- Ask customer to run some tests to get further information
- Track support incident to closure
- Request passed to Level 2 if adequate information is not available
- Level 2
- Technical support with access to code base and tools
- Run tests to validate the support request
- Recreate user problems and devise workarounds
- Review test results and decide if an RMA needs to be issued for observation/repair
- Migrate the support request to Level 3 when necessary
- Level 3
- Provided by experts in the domain
- Involved in product development
- Manage code and make code modifications/ enhancements
- Release periodic patches
- Feature additions
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