Frequently Asked Questions - Support

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What information should I provide when requesting technical support?

When submitting a support request, ensure that you include the following information. We will not be able to help or answer without this information:

  • Your App ID. You will find the numerical App ID in the mesibo console.
  • Mesibo Versions: Mesibo API, Mesibo UI (if applicable), Mesibo Calls (if applicable) Versions. Go to the Download page and check that you are using the latest versions for mesibo APIs before reporting an issue. If you are using iOS, perform a pod update to see if there is an update.
  • Affected platforms and version number (for example, Android, iOS, Javascript, etc.)
  • Build tools and compile SDK versions
  • The exact issue in detail, including app ID, user IDs, user address, user tokens, platform, etc. Also include the Android package name declared in the AndroidManifest.xml or iOS Bundle id declared in the Xcode project, if applicable.
  • If your support request is for on-premise, refer to the On-premise Troubleshooting guide before sending a request. Also, include full On-premise logs from the start. Refer to the documentation to learn how to obtain on-premise logs.
  • Sample code and steps to reproduce the issue. If you are using Javascript API, host your code somewhere and send us the link. Please use the first app to demonstrate the issue.
  • Complete logs and/or screenshots from mesibo initialization to the point of error from your development tools (ADB, Xcode, browser console, etc). It really helps us understand the problem quickly and provide you with better support.
  • Steps you have taken to solve the issue.

The more details you send us, the easier it will be for us to 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, beta, or cross-platform development tools.

Who do I contact for mesibo support?

If your question is technical, we suggest posting it on stackoverflow and we will answer there. Do not forget to tag mesibo since we are watching that tag on Stackoverflow.

Alternatively, you can also send us an email at support@mesibo.com. Please ensure that you have included all the information as requested above.

SPAM notice: Do not send emails with lots of links (maybe in your signature) or large attachments, it may be categorized as SPAM. We send an automatic reply to your support email within 15 minutes. If you do not receive it, check your SPAM folder and take necessary action so that you don’t miss the reply from our support team.

Legal: Your use of the mesibo or sending any communication to mesibo is subject to Mesibo Terms and supersedes all other agreements and your email disclaimers.

I am evaluating mesibo - can you schedule a call?

We offer 24/7 online support via email. We schedule a phone call ONLY if the queries cannot be resolved over emails. Please note that even when we schedule a phone call, we will require that you send us all the questions in advance over email so that the entire communication is clear and documented.

We firmly believe that we can offer much better support and accurate resolutions over email compared to a phone call.

Does mesibo charge for support?

There is no charge for mesibo support no matter how often you contact us. We treat all our customers on priority and for the same reason, we do not offer paid support.

What hours are you available?

Mesibo customer care Team is available Monday through Friday, 8:00 am to 5:00 pm PST in the United States, 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 turnaround time for support requests?

Depending on the current load of support requests, our support team usually responds within a few hours. However, sometimes it may go up to 24 hours. We request you to be patient.

In the meantime, you can check our FAQs. We keep updating our FAQs based on questions we receive from customers. Hence, you will find answers to most questions there.

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.

We are in hurry - can you provide paid support to quickly integrate mesibo?

mesibo is an open and self-serving platform. We do have comprehensive but easy-to-read documentation, tutorials, and source code on our website to make it easy for the developers to get started. You can read them to get started quickly. If you have any specific questions that are not answered there, reach us and we will be glad to assist. You do not need any paid support, nor do we offer it.

Can you help with messenger/whatsapp clone demo and UI modules?

Before using the messenger code or UI modules, we expect you to read and build the First App tutorial for the platform of your choice, it explains and demonstrates how to send messages and make calls in just a few lines of code. If you have not, we will not be able to help you with the messenger or UI modules.

Secondly, the messenger/WhatsApp clone demo code and UI modules are provided as it is. You are requested to read the tutorial and understand the 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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