Product Support & Maintenance Terms

1. Definitions

  • Business Hour: means each hour during a Business Day.

  • Business Day: means 8:00 a.m. and 5:00 p.m. local time 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

    Severity Level

    Description

    S1

    System Outage

    Production system outage

    This includes the following scenarios:

    • Product in production environment is unusable and is severely impacting other critical business functions, and no workaround is available.

    • Outage of MuleSoft's Cloud Offerings is leading to service interruptions to production versions of APIs exposed on the platform.

    S2

    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.

    S3

    Moderate Impact with Workaround

    Issue has moderate or minor impact on usage, and product remains functional. This category may include enhancement requests, common how-to questions, and any product issues with a viable workaround.

    S4

    Minor Impact

    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.

Product - Schedule of contacts and annual incidents

Cores/VCores

Contacts

Incidents for Gold Customers

Incidents for Platinum Customers

1-7

2

20

Unlimited

8-63

5

30

Unlimited

64-255

10

40

Unlimited

256-511

15

60

Unlimited

512-1,023

20

80

Unlimited

1,024+

25

100

Unlimited

3. MuleSoft Support Hours

Technical Support

Gold

Platinum

Support Hours

8x5 Business Hours

S1 - 24x7x365
S2-S4 - 8x5 Business Hours

4. Additional Designated Customer Contacts

Customer may elect to increase the number of Designated Customer Contacts at MuleSoft’s then current applicable fee.

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

 

Gold

Platinum

Products

1 Business Day

S1 - 2 hours

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’s 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 separately by MuleSoft; (ix) Results; and (x) Third Party Solutions Components.

10. Cloud Offerings Exclusions

The following are excluded from MuleSoft’s 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. Suspension of Support and Maintenance

MuleSoft reserves the right to suspend performance of Support and Maintenance if Customer fails to pay any amount that is payable to MuleSoft under the Agreement within thirty (30) days after such amount becomes due.

12. 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 99.99% 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.

"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"

Credit Formula:

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%

5%

99.4 to 98%

10%

Less than 98%

15%