24x7 MuleSoft Support & Maintenance

Appnovation offers 24x7 MuleSoft support and maintenance, as well as services, integrations, data migrations, API management, and results driven digital solutions

 

When you decide to move to a new integration platform, design, development and migration is just the start. Our MuleSoft experts can conduct architectural reviews and platform audits, to understand the API’s and touch points across the application network.

Appnovation is a company that wants you to enjoy not just expert MuleSoft development, we want you to enjoy our dedicated, 24x7 MuleSoft support and maintenance.

 

Package
Corporate
Enterprise
Enterprise +
MS Portal - Seat
(24/7/365 Portal
Phone, Email)
Max 3 Users
Unlimited Users
Unlimited Users
Scale
(Number of Servers
and URLs)
Low
Medium
High
Complexity
Low
Medium
High
Volume
Medium
High
High
Reviews
(Monthly Subscription Review,
Quarterly needs/
strategy reviews, Annual
architecture reviews)
 
 
 
Monthly Support
Hours Included
Up to 18 hrs
Up to 30 hrs
Custom
Support Services
Overage Rate
$150/hr
$150/hr
Custom
Services

Services
  • Application support
  • Application maintenance
  • Bug Fixes
  • Application security fixes / patches
  • Software patches
  • Digital Asset live testing
  • Application connectivity
  • Application monitoring (if applicable)
  • Back up monitoring (if applicable)
  • Deployment
  • Access to support portal
  • Access to knowledge base & documentation
Technologies
Mulesoft
Pre-Onboarding Remediation
Any work required to bring site/asset
to minimum specification will be
scoped and priced outside of
Managed Services
As Required
As Required
As Required
Service Level Objective
 
 
 
 
P1: 1 Hr Response, 24 hr Mean Time To Repair (MTTR)
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly Strategy Review,
Annual Architecture Review
 
 
 
Expedited Project Management
(Project Management, Scoping,
SOW and Contracts)
 
 
 
Portal Access
Ticket Logging and Tracking.
Detailed Monthly Report.
Unlimited Tickets submission.
 
 
 
Dedicated Client Service
Manager
 
 
 
Option to Purchase Retainer
Hour Services Packages
 
 
 
Program Specific Services

Online Ticket Creation
 
 
 
24hr Weekday Coverage
 
 
 
Weekend Coverage
 
 
 
Weekday Business Hours
Phone Support
 
 
 
24hr Phone Support
 
 
 
Mission Critical Response
 
 
 
Base Application Support
 
 
 
Custom Application Support
(Enhancements / Mods & Changes)
 
 
 
Quarterly Strategic Review
 
 
 
Vendor Management
 
 
 
Dedicated Technical Manager
 
 
 
Included Onboarding Services
  • Digital Asset Discovery & Review
  • Onboarding Discovery
  • Open ticket review
  • Technical review
  • Set up in portal
  • Set up billing and ticket flow
  • Portal and Wiki training
  • Configure backup
  • Configure monitoring
  • Portal Training
  • User & Support staff training (If Applicable)
  • Support script authoring (If Applicable)
Unlimited Services
The number of tickets that a client can submit.
Package
Corporate
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Max 3 Users
Scale
(Number of Servers
and URLs)
Low
Complexity
Low
Volume
Medium
Reviews
(Monthly Subscription Review,
Quarterly VCWO needs/
strategy reviews, Annual
architecture reviews)
 
Monthly Expert
Hours Included
Up to 18hrs
On Demand
Expert Hour Rate
$160/hr
Services
  • Application support
  • Application maintenance
  • Bug Fixes
  • Application security fixes / patches
  • Software patches
  • Digital Asset live testing
  • Application connectivity
  • Application monitoring (if applicable)
  • Back up monitoring (if applicable)
  • Deployment
  • Access to support portal
  • Access to knowledge base & documentation
Technologies
Mulesoft
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly VCWO Needs/
Strategy Review,
Annual Architecture Review
 
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
VCWO - Strategic Review
 
Vendor Management
 
Dedicated Technical Manager
 
Package
Enterprise
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Unlimited users
Scale
(Number of Servers
and URLs)
Medium
Complexity
Medium
Volume
High
Reviews
(Monthly Subscription Review,
Quarterly VCWO needs/
strategy reviews, Annual
architecture reviews)
 
Monthly Expert
Hours Included
Up to 45hrs
On Demand
Expert Hour Rate
$150/hr
Services
  • Application support
  • Application maintenance
  • Bug Fixes
  • Application security fixes / patches
  • Software patches
  • Digital Asset live testing
  • Application connectivity
  • Application monitoring (if applicable)
  • Back up monitoring (if applicable)
  • Deployment
  • Access to support portal
  • Access to knowledge base & documentation
Technologies
Mulesoft
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly VCWO Needs/
Strategy Review,
Annual Architecture Review
 
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
VCWO - Strategic Review
 
Vendor Management
 
Dedicated Technical Manager
 
Package
Enterprise +
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Unlimited users
Scale
(Number of Servers
and URLs)
High
Complexity
High
Volume
High
Reviews
(Monthly Subscription Review,
Quarterly VCWO needs/
strategy reviews, Annual
architecture reviews)
 
Monthly Expert
Hours Included
Custom
On Demand
Expert Hour Rate
Custom
Services
  • Application support
  • Application maintenance
  • Bug Fixes
  • Application security fixes / patches
  • Software patches
  • Digital Asset live testing
  • Application connectivity
  • Application monitoring (if applicable)
  • Back up monitoring (if applicable)
  • Deployment
  • Access to support portal
  • Access to knowledge base & documentation
Technologies
Mulesoft
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly VCWO Needs/
Strategy Review,
Annual Architecture Review
 
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
VCWO - Strategic Review
 
Vendor Management
 
Dedicated Technical Manager
 
Included Onboarding Services
  • Digital Asset Discovery & Review
  • Onboarding Discovery
  • Open ticket review
  • Technical review
  • Set up in portal
  • Set up billing and ticket flow
  • Portal and Wiki training
  • Configure backup
  • Configure monitoring
  • Portal Training
  • User & Support staff training (If Applicable)
  • Support script authoring (If Applicable)
Unlimited Services
The number of tickets that a client can submit.
MuleSoft Support & Maintenance

Because MuleSoft is middleware, used to connect applications across an ‘application network’, when there is an issue it needs to be determined what application is causing problems...and this is is where Appnovation offer real value, thanks to our MuleSoft support experts.

Our MuleSoft experts conduct architectural reviews and platform audits, to understand the API’s and touch points across the application network.

We provide support for the application (whatever that may be e.g. MuleSoft, Drupal, or Magento, etc) but also the environment. This ensures that our clients have one point of contact to determine the issue. Full support, not middlemen, no problem.

Our MuleSoft expert hours offered can be used to fix vervain issues, or even configure something within the allotted time, all depending on the Appnovation MS package you purchase.

Benefits and Features of Appnovation’s MuleSoft Support

Appnovation’s trusted MuleSoft support and maintenance service offers unlimited tickets and reliable, globally covered 24x7 support, so you’re never left unguarded or open to unaddressed issues.

  • A Single Point of Contact (SPOC) for operational support and maintenance of complex multi-vendor environments.

  • 24/7/365 access to the MS portal where customers can access the service desk to raise support tickets and feature requests.

  • 24/7/365 access to the emergency support line staffed by a dedicated support team for rapid issue response and resolution.
  • Issues raised via the MS portal are triaged and assigned to the correct stakeholder and tracked.

  • In addition to our MuleSoft partnership, we are also able to leverage our strong business partnerships with other major open technology vendors such as Acquia (Preferred Partner), Alfresco (Platinum), Google, Magento, Atlassian, Janrain and more.

  • Support and maintenance for the MuleSoft platform and most integrations built using MuleSoft

  • Best practices, as well as the latest innovations, are researched and deployed to meet client support and maintenance needs.

Customers may continue to contact partner support directly, but by using Appnovation's MS support process they gain the added advantage of the strong ties we have with our hosting partners culminating in even faster turnaround times which otherwise may not be possible.

The MS portal offers a custom and rapid escalation process which allows users to instantly escalate a support case to our success management team. This feature has allowed us to achieve just over 98% "Excellent" (5/5) rating thus far from our support customers.

 

24x7 MuleSoft Support Services

24/7/365 MuleSoft Support

Our global Managed Services team is staffed around the clock with some of the best technology and MuleSoft experts on the planet. Providing support via the MS portal, our customer success team can deliver remote deskside support utilizing award winning remote tools that allow staff to share screens with clients in order to rapidly diagnose and resolve emergent issues.

Disaster Recovery

Appnovation can provide disaster recovery services inclusive of providing emergency hosting and support in the event that current service providers are unable to meet their obligations. Depending on the specific customer needs, we can commit to having a fully functional service restored with an alternate provider in as little as 30 minutes.

Environment Backup & Restore

Appnovation offers an automated cloud-based backup and restore process to ensure the environments we support are backed up offsite providing complete peace of mind and allowing us to engage our multi-cloud disaster recovery process should it be required.

Ongoing MuleSoft Maintenance

Maintenance of Environments - Security Patching

Our Appnovation maintenance team ensures that all systems under management are patched, secured and aligned with current industry best practices for maintaining large scale production systems. 

Application Development Support Business

Drawing from the same resource pool as Appnovation Technology Enabled Services, Managed Services is able to provide development services for clients. This may be in the form of bug fixes or, in some cases, a method for assisting clients in the implementation of a continuous improvement/continuous delivery solutions.

Static Source Code Analysis

Appnovation can provide both automated and manual source code analysis to ensure that code is checked for errors (such as CSRF or SQL injection) before it enters a production environment, minimizing the risk of both downtime and possible exposure to potential compromise. Code Review Analysis - Appnovation can act as a trusted third party to provide code audits and review. Drawing from our global pool of experts, many of whom are heavily involved in contributing to the products themselves, we are able to offer a world-leading review process.

Architecture Review & Capacity Planning

Ensuring all environments are kept inline with current best practices, this essential section of a Managed Services contract gives us the opportunity to continue the architectural discussion about the solutions and how it fits with the rapidly evolving business environment, both internal and external.

Service Management Review

Appnovation assigns a dedicated Managed Services Subscription Manager (SM) to act as the overall point of contact for each client's MS account and related contracts. The SM is a resource focused entirely on client overall satisfaction and serves as an escalation point for issues and requests. In addition, the SM takes on the role of coordinating monthly meetings with clients to help oversee the smooth running of their MS account and contracts.

Working with Appnovation
Four Subscription Pricing Options
Four Subscription Pricing Options
We provide options when it comes to MuleSoft support and maintenance. Four different levels of support and maintenance services designed to meet both budget and need.
Proven Delivery Methods
Proven, Rapid & Trusted Delivery
We not only have MuleSoft experts ready to help, but our enterprise support and maintenance team includes pros across a variety of technology platforms and applications.
24x7 MuleSoft Support and Maintenance
24x7 MuleSoft Support and Maintenance
Our dedicated MuleSoft experts offer round the clock support and maintenance, as well as packages for MuleSoft development, integrations and implementations.
Dedicated Lines of Communication
Dedicated Lines of Communication
We provide a single point of contact and offer 24/7/365 access to both our MS portal AND an emergency support line staffed by a dedicated support team.
Customer Satisfaction
Customer Satisfaction is the #1 Priority for Our Team
Our managed services division has achieved a documented just over 98% “Excellent” (5/5) rating thus far from our support customers.
Why Appnovation for MuleSoft support and maintenance
24x7 MuleSoft Support and Maintenance form MuleSoft experts
Achieved just over 98% "excellent" (5/5) rating from current support customers
Annual subscription based pricing model for support and maintenance services
Clients can be hosted anywhere, internal or external
Cross-functional team of experts based in North America, Europe & Asia
Dedicated customer support portal with 24/7/365 access
Emergency support capabilities 24/7/365 with dedicated expert staff
Full suite of MuleSoft support and maintenance services offerings
Multi-disciplinary team of experts certified & experienced in a plethora of techs
Proven track record of successfully providing support and maintenance
Single point of contact for continued operational support and maintenance
Brands that Trust Us
Featured MuleSoft Development Project
eSampling Australia Responsive Drupal Application
Pfizer
Pfizer, Inc. is an American multinational pharmaceutical corporation headquartered in New York City, with its research headquarters in Groton, Connecticut. It is one of the world's largest pharmaceuti...
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Want or need 24x7 MuleSoft support in case your online store ever goes down or experiences a problem? Looking for ongoing MuleSoft maintenance to try and keep your ecommerce site from experiencing issues in the first place? We can most definitely help!

Appnovation can provide the “on call”, “at your service” and “emergency” support you need around the clock as well as maintain even the most complex of enterprise MuleSoft integrated environments. It's our high level and comprehensive services that have garnered our Managed Services team a 98% "Excellent" (5/5) rating thus far from our support and maintenance customers.

So if you are shopping for a new vendor or looking to make a change from your existing one, make sure you check out what we have to offer and talk to us.