The Mithi support staff is trained to handle Level 2 issues. However they might need to escalate the issues to level 3 staff. This is done internally by assigning the helpdesk issues.
In addition, if you dont get a response within the given time limit from anybody at above locations please contact the people mentioned below at the email ids given below:
1st level contact: Ms. Anita Joshi anita at mithi dot com
2nd level contact: Ms. Aditi Malaviya, Support and Delivery Manager,aditi at mithi dot com