As an integration partner with many years of experience, we’re qualified in onboarding, implementing and delivering support to MuleSoft Anypoint platforms across many different sectors.

The mission of our support service is to optimize quality and avoid interruptions in your MuleSoft environment. Do you need a reliable support team for your applications?

Dots & Arrows custom support services

We offer complimentary support on top of the vendor’s support package

icoon Mulesoft Vendor Support

Vendor support

This service is included in the yearly license fee. The support offered by MuleSoft is platform support. Meaning that whenever something in the platform is not working or an application is suffering due to something not working in the platform, MuleSoft support will be provided.

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icoon Dots&Arrows Application Support

Application support

Dots & Arrows fills in the gap between platform and application support and delivers a full service. Whenever an application or system goes down, we come in. We’ll monitor, analyse and fix issues related to your application. If an error occurs due to remote systems or platform malfunction, we’ll contact either vendor or supplier on your behalf and cover follow-up.

Support levels

icoon Dots&Arrows Business level

Business

availability hours

08:00 – 18:00

P1

response time

2 Hours

update time

4 Hours

P2

response time

4 Hours

update time

4 Hours

P3

response time

8 Hours

update time

NA

P4

response time

16 Hours

update time

NA

icoon Dots&Arrows Business+ level

Business +

availability hours

24/5

P1

response time

1 Hour

update time

2 Hours

P2

response time

2 Hours

update time

2 Hours

P3

response time

4 Hours

update time

NA

P4

response time

8 Hours

update time

NA

icoon Dots&Arrows Enterprise level

Enterprise

availability hours

24/7

P1

response time

30 minutes

update time

1 Hour

P2

response time

1 Hour

update time

1 Hour

P3

response time

2 Hours

update time

2 Hours

P4

response time

Next business day

update time

NA

More information on our support levels?

How we work

To guarantee a successful support service, we start with a health check of your environment. This assessment provides us with the necessary information of your applications and how the MuleSoft platform is implemented and being managed within your organization. We offer preventive maintenance to meet different standards of a healthy MuleSoft environment and deliver a structured support service to fix issues during corrective maintenance.

  • Health check

    We scan your applications and make sure that your MuleSoft environment is qualified and stable enough to offer support. Our consultants compose an intervention-report with all the necessary feedback concerning possible optimizations.

    icoon Dots&Arrows healthcheck
  • Preventive maintenance

    If your application needs optimization because the necessary standards to offer support aren’t met, our team can offer improvements. Efficient preventive maintenance reduces the number of incidents and the necessity of corrective maintenance.

    icoon Dots&Arrows Preventive maintenance
  • Support starts

    Our team will be at your services on the support level you requested. We’re here to keep your applications running and intervene when issues occur. Whether your environment has application or platform troubles, we follow-up and make sure they’re being solved by the accountable team.

    icoon Dots&Arrows Support start
  • Corrective maintenance

    In case an incident is logged, corrective maintenance might be needed to fix the problem. Every incident is labeled with a priority level. When we solve an issue, the initiator receives a request to validate and confirm the resolution.

    icoon Dots&Arrows Corrective maintenance

Check in on your MuleSoft environment