MuleSoft Production Support
Onshore, bilingual, and accountable
Once your integrations are live, someone has to keep them running. We monitor, maintain, and respond to incidents on your MuleSoft Anypoint integration layer — with severity-based SLAs negotiated to your business, delivered from Canada in French and English. No offshore handoffs, no overnight gaps.
Canadian-based, never offshore
Your support runs in your timezone. Incidents are worked when they happen — not queued for a team waking up on the other side of the world.
Fully bilingual (FR / EN)
Incident handling, status updates, and documentation in French or English — the standard public-sector and Quebec enterprise buyers actually require.
The team that built it
Certified architects and developers who know your integrations. Escalations reach senior people, not a script.
Clear scope, enforceable SLAs
We operate the integration layer — keeping the MuleSoft APIs and flows we run on your behalf healthy, and responding when they break. We don’t modify the integration code under support: when a fix needs development, we restore service, diagnose the cause, and deliver the change as separate, quoted work. That line — and the boundary with connected systems — is what lets us commit to real response and restore times.
In scope — your integration layer
- MuleSoft APIs and flows on Anypoint Platform (CloudHub or on-prem runtimes)
- Proactive monitoring, alerting, and log review via Anypoint Monitoring
- Incident response: restoring service by operational means — restart, redeploy, rollback, configuration — plus root-cause analysis
- Preventive maintenance: runtime upgrades, patches, certificate renewals, API policy updates (platform and configuration, not application code)
- Anypoint Platform administration: environments, users, deployments
One accountable support loop
We watch your integrations proactively and respond to incidents reactively — with issues escalating only as far up our team as they need to.
What happens during a P1
A critical, production-down incident moves through five stages. The number we commit to in your SLA is time to acknowledge and respond. Restoration can depend on where the fault lies — the MuleSoft platform, your own code, or a system your integrations connect to — so rather than promise a fix time for faults we don’t control, we stay on the incident and coordinate every party, including MuleSoft, through to resolution.
Detect & alert
Monitoring fires or your team reports the issue.
t = 0Triage & acknowledge
L1 confirms severity and opens the incident.
SLA: acknowledgeMobilize & diagnose
L2 / L3 engage and isolate the root cause.
Bilingual updatesRestore & coordinate
We restore by operational means, or drive the fix with MuleSoft or your team.
Until resolvedResolve & review
Verify, close, and deliver a root-cause report with preventive actions.
Follow-upHow we classify incidents
Every SLA is built on the same four severities, so response and restore commitments are unambiguous.
Production down
A live integration has failed and is business-stopping, with no workaround.
Major degradation
A key function is failing or degraded; a workaround exists but is painful.
Minor issue
Limited impact with a workaround readily available.
Cosmetic / request
Questions, documentation, or low-priority requests.
Your SLA is negotiated, not fixed
There are no rigid one-size tiers. We agree your service across five levers and price it to match. Tighter response and broader coverage cost more; a relaxed response window with narrower coverage costs less.
Coverage window
8×5 → 24×7Business hours, extended, or fully around the clock with an on-call rotation.
Response targets
By severityTime to acknowledge and respond, set per severity — from next business day to minutes. Restoration is driven to resolution, not promised as a fix time.
APIs in scope
A few → your whole estateThe number of APIs and integrations we monitor and support — more surface area, more capacity reserved.
Included hours
Small bucket → dedicatedA monthly allowance for incident response and operational work; anything beyond it is billed at an agreed rate.
After-hours on-call
Optional → includedA standby rotation for critical incidents outside business hours.
Starting points to negotiate from
Three common shapes — a simple entry point for smaller teams through to mission-critical cover for enterprise and public-sector clients. Every line is a starting position we tailor to you.
| Essential | Managed | Mission-critical | |
|---|---|---|---|
| Coverage | Business hours · 8×5 | Extended · 12×7 | Around the clock · 24×7 |
| P1 response | Next business day | Within 4 hours | 15–60 minutes |
| APIs in scope | A handful | Up to your core estate | Full estate |
| Included hours / mo | 4–8 | 15–25 | Dedicated capacity |
| Proactive monitoring | Basic | Full + alerting | Full + custom dashboards |
| Preventive maintenance | As needed | Scheduled | Scheduled + change management |
| After-hours on-call | — | Optional | Included |
| Bilingual incident comms | FR / EN | FR / EN | FR / EN, set cadence |
| Best for | Smaller teams | Growing mid-market | Enterprise & public sector |
All figures are starting points. Your actual SLA — coverage, response times, APIs in scope, and included hours — is negotiated and priced to your business and risk profile.
Keep your integrations running
Tell us what’s live and what keeps you up at night. We’ll propose coverage that fits —
no commitment, and an honest read on what you actually need.