Frequently Asked Questions - Support

Estimated reading time: 5 minutes

What information should I provide when requesting technical support?

When submitting a support request, ensure that you include the following information:

  • Mesibo API, Mesibo UI (if applicable), Mesibo Calls (if application) Versions
  • Affected platforms and version number
  • Build tools and compile SDK versions
  • The exact issue in detail, including app ID, user IDs, user address, tokens, platform, etc.
  • Sample code, if applicable.
  • Steps to reproduce the issue, if applicable.
  • Logs or screenshots can really help us understand the problem quickly and provide you better support.
  • Steps you have taken to solve the issue.

The more details you send us, the easier it will be for us quickly understand and to help you. Also ensure that you are using the latest APIs and latest stable development tools (Android Studio, XCode, etc.). We do not support older or beta development tools.

Who do I contact for Mesibo technical support?

Visit our support page to get in touch.

I am evaluating mesibo - can you schedule a call?

Mesibo is a self-service platform. We do have plenty of documentation, tutorials, and source code on our website to make it easy for our developers to evaluate and get started. Besides, we have a great support team if you have any specific questions. You can send us an email if you don’t find anything you are looking for and we will be happy to help.

A phone call can only be scheduled later if the queries are not resolved over emails, and only for technical issues. Please note that even when we schedule a phone call, we will require that you send all the questions in advance over email so that all the communication is precise and documented.

Does Mesibo have a support phone number?

Although email is our primary support channel, phone support can be made available if the issues are not resolved over emails.

Please note that even when we schedule a phone call, we will require that you send all the questions in advance over email so that all the communication is precise and documented. Also, note that phone support is only available for technical issues and not pre-sales/non-technical questions like general inquiries or pricing.

Does Mesibo charge for support?

There is no charge for mesibo support no matter how often you contact us.

What hours are you available?

Mesibo customer care Team is available Monday through Friday, 8:00 am to 5:00 pm PST in the US and 9 am to 6:00 pm in Singapore. This allows us to provide you round-the-clock customer support during weekdays. We also have support staff available during weekends for urgent issues.

What is the SLA for issue resolution?

The Mesibo cloud platform is available 99.99% of the time each month. If the Mesibo uptime is below 99.99% in a given billing period, then you will be eligible to receive a billing discount on a pro-rata basis

There is no SLA for on-premise deployment since you will be running it on your own premise.

We have specific requirements. Can you sign a non-disclosure agreement (NDA) before we discuss our requirements?

We will be happy to help you with your requirements. However, we do not sign an NDA. The reason is that thousands of organizations use our platform, some of them are from a similar industry having similar requirements. We may have already received similar requirements from other customers and hence signing an NDA restrains us from supporting our customers and offering our services effectively.

Having said that, your requirements are secure with us. We never discuss the requirements of one customer with another, and for the same reason, we often decline requests for references. However, if an NDA is still a mandatory requirement for your organization, we request you to only share whatever you can share publicly OR obfuscate your requirements in the best possible way so that it does not reveal the purpose. Our core offering is our platform and the APIs so that you can build and customize your apps based on your requirement.

I could not find documentation on some features, can you help?

We try to keep all our documentation updated. However, mesibo is constantly adding new features, and hence it might be possible that documentation may get delayed for some of these features. In such cases, you can raise a support request and we will help you with the required information. You can also refer to our source code repositories to see how those features can be used.

Can you help with messenger/whatsapp clone demo?

Before using the messenger code, we expect you to read and build the First App tutorial for the platform of your choice. If you have not, we will not be able to help you with the messenger.

Secondly, the messenger/WhatsApp clone demo code is provided as it is. You are requested to read the tutorial and understand the demo code yourself. It is expected that you are well-versed with mesibo APIs and have successfully used mesibo API before using the messenger demo code. We will be happy to help if you have questions on a particular part of the code (send us line numbers) or any mesibo API specific questions. We will not be answering any general questions.

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