Support
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As an integration partner with many years of experience, we’re qualified in onboarding, implementing and delivering support to MuleSoft Anypoint platforms across many different sectors.
The mission of our support service is to optimize quality and avoid interruptions in your MuleSoft environment. Do you need a reliable support team for your applications?
Dots & Arrows custom support services
We offer complimentary support on top of the vendor’s support package
Vendor support
This service is included in the yearly license fee. The support offered by MuleSoft is platform support. Meaning that whenever something in the platform is not working or an application is suffering due to something not working in the platform, MuleSoft support will be provided.
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Application support
Dots & Arrows fills in the gap between platform and application support and delivers a full service. Whenever an application or system goes down, we come in. We’ll monitor, analyse and fix issues related to your application. If an error occurs due to remote systems or platform malfunction, we’ll contact either vendor or supplier on your behalf and cover follow-up.
Support levels
Business
availability hours08:00 – 18:00
P1
2 Hours
4 Hours
P2
4 Hours
4 Hours
P3
8 Hours
NA
P4
16 Hours
NA
Business +
availability hours24/5
P1
1 Hour
2 Hours
P2
2 Hours
2 Hours
P3
4 Hours
NA
P4
8 Hours
NA
Enterprise
availability hours24/7
P1
30 minutes
1 Hour
P2
1 Hour
1 Hour
P3
2 Hours
2 Hours
P4
Next business day
NA
More information on our support levels?
How we work
To guarantee a successful support service, we start with a health check of your environment. This assessment provides us necessary information of your applications and how the MuleSoft platform is implemented and being managed within your organization. We offer preventive maintenance to meet different standards of a healthy MuleSoft environment and deliver a structured support service to fix issues during corrective maintenance.
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Health check
We scan your applications and want to make sure that your MuleSoft environment is qualified and stable enough to offer support. Our consultants compose an intervention-report with all the necessary feedback concerning possible optimizations.
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Preventive maintenance
If your application needs optimization because the necessary standards to offer support aren’t met, our team can offer improvements. Efficient preventive maintenance reduces the number of incidents and the necessity of corrective maintenance.
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Support starts
Our team will be at your services on the support level you requested. We’re here to keep your applications running and intervene when issues occur. Whether your environment has application or platform troubles, we follow-up and make sure they’re being solved by the accountable team.
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Corrective maintenance
In case an incident is logged, corrective maintenance might be needed to fix the problem. Every incident will be labeled with a priority level. When we solved an issue, the initiator will receive a request to validate and confirm the resolution.
Check in on your MuleSoft environment