Level 1 Support
The first line of contact for End Users and support for normal use, installation, activation, configuration, basic customization, problem diagnostics (including log analysis), HW reinstallations after hardware replacement, and repairs to MENDEL covered by GREYCORTEX administration guide and support knowledge base.
Installation
Install MENDEL in a sensor, collector or all-in-one approach on either a physical or virtual machine using the following manuals.
- Mendel Installation
- Sensor-Collector Installation
- VWware ESXi Setup
Normal Use and Basic Customization
Defined in the Graphical User Interface section of the MENDEL manual available in the Documents of the partner section.
Configuration
Perform basic configuration tasks including:
- Post-Deployment settings
- Proxy setting
- Software update
- And others defined in the guides and manuals available in the partner section.
Licensing
Check status of the license, re-license the product, or re-active it after license expiration.
Hardware Replacement and Repairs
Replacement of basic hardware components like network interface cards or hard drives in cooperation with DELL support.
Diagnose Problems
Troubleshoot basic problems, analyze logs, and identify the root of the problem to be able to hand necessary information to L2 support.