Mule ESB Support
Customer satisfaction is mission critical for MuleSoft. Our subscription model demands we earn your business year after year, and our industry-leading, award-winning support ensures our mutual success. In 2012 our customer service center was recognized with a Stevie for consistently delivering customer satisfaction rates above 95%.
Unlike the traditional model that relies on call centers and red tape to drive down support costs, MuleSoft connects you directly with a skilled Java developer when problems arise. Core Mule developers are just one escalation step away, ensuring the highest quality support and rapid problem resolution.
MuleSoft’s award winning support comes included with all ESB Enterprise subscriptions. Depending on your subscription tier, other services may include:
Global "follow the sun" support
With support offices in San Francisco, Buenos Aires, and London, a MuleSoft representative will be available to assist you 24/7/365.
Ever-growing online knowledge base
The worldwide community of 150,000+ Mule developers worldwide are constantly engaging with our support team and each other through our online knowledge base to tackle their integration challenges. These conversations are available at your fingertips through our support portal.
Unlimited Support Incidents
Unlimited access to technical support
On-Demand Service Packs
Better plan migrations and ensure you are utilizing using the latest certified version of Mule through regular service pack upgrades.
Hot Patches and back-ported bug fixes
Rapidly resolve known issues through hot patches and back-ported bug fixes.
Subscription Tiers
| Technical Support | Silver | Gold | Platinum |
|---|---|---|---|
| Support hours | 8x5 | 8x5 | 24x7 |
| Response time | 48 hours | 24 hours | 2 hours |
| Number of support incidents | 10 | 20 | Unlimited |
| Ever-growing online knowledge base |
 |
|
|
| Hot patches & service packs |
|
|
|
| Back-ported bug fixes |
|
|
|
