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Product Support & Maintenance Terms under Salesforce’s MSA

Applicability. These support and maintenance terms apply to the Services currently branded as the MuleSoft Services purchased by Customer pursuant to an Order Form entered into with MuleSoft LLC or an Affiliate thereof, and governed by a Salesforce Master Subscription Agreement entered into with salesforce.com, inc. or an Affiliate thereof.

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 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

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 provisioning/change management requests, 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

Designated Customer Support Contacts

Incidents for Gold Customers

Incidents for Platinum Customers

Incidents for Titanium Customers

1-7

2

20

Unlimited

Unlimited

8-63

5

30

Unlimited

Unlimited

64-255

10

40

Unlimited

Unlimited

256-511

15

60

Unlimited

Unlimited

512-1,023

20

80

Unlimited

Unlimited

1,024+

25

100

Unlimited

Unlimited

3. MuleSoft Support Hours

Technical Support

Gold

Platinum

Titanium

Support Hours

8x5 Business Hours

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

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

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

 

Gold

Platinum

Titanium

Products

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.