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Platform support or technical support gives enterprise customers a direct access to a level 2 support team or technical support team.
| Support Level | Team Name | Definition | Comment |
|---|---|---|---|
| L2 | Maestrano Technical Support Team | Level 2 support is called upon to answer in depth questions requiring technical knowledge (APIs and frameworks behaviours), technical investigation and/or basic intervention (e.g.: data integration questions). Issues that cannot be resolved at Support Level 1 - or Business support - are escalated to Support Level 2 resources. | Directly accessible by enterprise customers subscribing to platform support |
| L3 | Maestrano Solution Engineer Team | Issues that cannot be resolved at Support Level 2 are escalated to Support Level 3 resources (i.e. Solution Engineering team) Level 3 support is called upon to resolve technical issues that require complex platform, application or integration changes. Issues that requires a change in the platform’s software (material changes will need to be approved before deployment) usually fall in this category. The issue may need involvement of a third party application provider. | Accessible by L2 only |
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