Business Hour: means each hour during a Business Day.
Business Day: means 8:00 a.m. and 5:00 p.m. local time zone selected by Customer (EST, PST, GMT, or AEST) on a Monday through a Friday, excluding local public holidays.
Error: means any Severity Level S1 error, Severity Level S2 error, Severity Level S3 error or Severity Level S4 error, each as defined in the Error Severity Definition Table below.
Product: means either Software or Cloud Offerings, as applicable to Customer’s Subscription.
Error Severity Definition Table
Production system outage
This includes the following scenarios:
Key Functionality Impaired; No Workaround
The reported issue affects key functionality and/or causes some performance degradation, and no workaround is available. Other product features are still functional.
Moderate Impact with Workaround
Issue has moderate or minor impact on usage, and product remains functional. This category may include provisioning/change management requests, enhancement requests, common how-to questions, and any product issues with a viable workaround.
Includes minor, cosmetic, or documentation-related issues, and enhancement requests that are not time-sensitive. There is no impact on the product’s existing features.
2. Service levels
During the Subscription Term, MuleSoft shall provide Customer with Service Levels consisting of the following: (i) online, email, or telephone support regarding use and deployment of the Product in accordance with the table below; (ii) Major and Minor releases of the same Products licensed by Customer during the subscription (“Maintenance”) and support with respect to Errors as set forth below. In order to access support, Customer must be able to access the Support Portal located at: https://www.mulesoft.com/support-login.
Support is available only in English.
Product - Schedule of contacts and annual incidents
Designated Customer Support Contacts
Incidents for Gold Customers
Incidents for Platinum Customers
Incidents for Titanium Customers
3. MuleSoft Support Hours
8x5 Business Hours
S1 - 24x7x365
S1 - 24x7x365
4. Designated Customer Support Contacts
Designated Customer Support Contacts must be MuleSoft certified at the Integration and API associate or more advanced level. Customer may elect to increase the number of Designated Customer Support Contacts at MuleSoft’s then current applicable fee. Additional training details located here: https://training.mulesoft.com/certification .
5. Error Designation
MuleSoft’s support personnel will (a) verify Customer detected Errors, provided that the Errors can be recreated with an unmodified version of the Software and (b) the severity of the support request and whether the support request is a Severity Level S1 error, a Severity Level S2 error, a Severity Level S3 error, a Severity Level S4 error or not an Error.
6. Error Response
Upon receipt of notice of an Error, MuleSoft shall assign appropriate technical personnel to the issue and provide Customer with acknowledgment that it has received such Error notice (such actions together, a “Response”). MuleSoft will provide Customer with a Response to each incident in accordance with the table below. MuleSoft will use commercially reasonable efforts to promptly resolve each incident. Actual resolution time will depend on the nature of the incident and the resolution. A resolution may consist of a fix, workaround or other solution in MuleSoft’s reasonable determination.
Error Response Time
1 Business Day
S1 - 2 hours
S2 - 4 Business Hours
S3-S4 - 8 Business Hours
S1 - 45 Minutes
S2 - 4 Business Hours
S3-S4 - 8 Business Hours
7. Product Maintenance and Back Support Policy
Please see policy terms located in the following link https://www.mulesoft.com/legal/versioning-back-support-policy.
8. Conditions for Providing Support
MuleSoft’s obligation to provide Support is conditioned upon the following: (a) Customer makes reasonable efforts to correct the Error after consulting with MuleSoft; (b) Customer provides MuleSoft with sufficient information and resources to correct the Error either at MuleSoft’s customer support center or via remote access to Customer’s site, as well as access to the personnel, hardware, and any additional software involved in discovering the Error; (c) Customer promptly installs all Minor releases (as defined in the Product Version and Back Support Policy (referred to in Section 7 above); and (d) Customer procures, installs and maintains all equipment, telephone lines, communication interfaces and other hardware necessary to operate the Product.
9. Software Exclusions
The following are excluded from MuleSoft Support and Maintenance obligations: (i) Software that is used on or in conjunction with hardware or software other than as specified in the Documentation; (ii) altered or modified Software, unless altered or modified by MuleSoft; (iii) defects in the Software due to accident, hardware malfunction, abuse or improper use; (iv) any version of the Software for which Support and Maintenance services have been discontinued by MuleSoft; (v) any Error caused by third party software not licensed through MuleSoft; (vi) evaluation software or other software provided at no charge (other than Premium and Select connectors as identified on MuleSoft.com; and (vii) open source versions of MuleSoft products; (viii) any software sold by MuleSoft under separate agreement (e.g. Dataloader); and (ix) Third Party Solutions Components including certified and community connectors.
10. Cloud Offerings Exclusions
The following are excluded from MuleSoft Support and Maintenance obligations: (i) support for software which has been subject to unauthorized modification by Customer or a Customer User; (ii) failure of, or issues arising from, computing or networking hardware, or equipment or programs under the control of Customer; (iii) negligent or intentional misuse of the Cloud Offerings by a Customer User (e.g., flooding the system with automated emails; and (iv) custom integration scripts that use the MuleSoft APIs, unless affected by a change in the core Cloud Offerings that had not been communicated to Customer with at least seven (7) days’ notice of the change. Customer may elect to use certain billable consulting services (“Consulting Services”) in order to resolve issues associated with Excluded Services. Such Consulting Services may require that Customer complete a network assessment and/or provide MuleSoft with access to the Customer network, as needed, in order to diagnose the issue.
11. Cloud Offerings SLA
The Cloud Offerings shall be available to Customer not less than 99.99% of the time each calendar month. If, within 10 days of the end of a calendar month, the Customer informs MuleSoft that the Cloud Offerings is available less than 99.95% of any calendar month during the Term, Customer shall be eligible for a service credit for future Subscriptions equal to the credit formula below. For purposes of this Section, Unavailability shall be defined as no flows inside an application deployed to CloudHub are able to be executed. Notwithstanding the foregoing, Customer shall not be entitled to service credits under this Section if (A) the Cloud Offerings is Unavailable as set forth in this Agreement as a result of: (a) a force majeure event; (b) any causes contributed directly by Customer, its Affiliates or vendors; (c) software or hardware not provided; (d) regularly scheduled maintenance, provided that MuleSoft shall use its best efforts to ensure maintenance is done without downtime or (B) the Customer fails to inform MuleSoft of such Unavailability within 10 days of the end of the month in which Customer determines the Cloud Offerings was Unavailable; or (C) the CloudHub application is not deployed to two or more CloudHub Workers of the Cloud Offerings or (D) the CloudHub application is not deployed in a production environment. "Monthly Uptime Percentage" for a given application is calculated by subtracting from 100% the percentage of 1 minute periods during the month which the application was "Unavailable"
"Monthly Uptime Percentage" for a given application is calculated by subtracting from 100% the percentage of 1 minute periods during the month which the application was "Unavailable"
The service credit shall be equal to:
(Monthly Percentage Credit * (Subscription Fee/12) * Number of VCores affected) / Total number of VCores.
The monthly percentage credit is equal to the rate in the following table:
SLA Credit table
Availability/ Monthly Uptime Service Levels
Percentage credit for monthly fees
99.95 to 99.5%
99.4 to 98%
Less than 98%
12. MuleSoft Responsibilities.
MuleSoft will use commercially reasonable efforts to make the Cloud Offerings available 24 hours a day, 7 days a week, except for: (a) scheduled downtime of the management console (of which MuleSoft shall give at least 24 hours’ notice via status.mulesoft.com and which MuleSoft shall schedule during the weekend hours from 6:00 p.m. Friday to 1:00pm Sunday Pacific Time (PT) for MuleSoft's US Deployment and 5:00 p.m. to 10:00 p.m. Central Time (CT) Tuesday for MuleSoft’s Government Cloud Deployment, provided that no downtime is required for VCores) or (b) any unavailability caused by Force Majeure.