24x7 MuleSoft Support & Maintenance

Because MuleSoft is middleware, used to connect applications across an ‘application network’, when there is an issue it needs to be determined what application is causing problems...and this is is where Appnovation offer real value, thanks to our MuleSoft support experts.

Our MuleSoft experts conduct architectural reviews and platform audits, to understand the API’s and touch points across the application network.

We provide support for the application (whatever that may be e.g. MuleSoft, Drupal, or Magento, etc) but also the environment. This ensures that our clients have one point of contact to determine the issue. Full support, not middlemen, no problem.

Our MuleSoft expert hours offered can be used to fix vervain issues, or even configure something within the allotted time, all depending on the Appnovation MS package you purchase.

Benefits and Features of Appnovation’s MuleSoft Support

Appnovation’s trusted MuleSoft support and maintenance service offers unlimited tickets and reliable, globally covered 24x7 support, so you’re never left unguarded or open to unaddressed issues.

• A Single Point of Contact (SPOC) for operational support and maintenance of complex multi-vendor environments.

• 24/7/365 access to the MS portal where customers can access the service desk to raise support tickets and feature requests.

• 24/7/365 access to the emergency support line staffed by a dedicated support team for rapid issue response and resolution.

• Issues raised via the MS portal are triaged and assigned to the correct stakeholder and tracked.

• In addition to our MuleSoft partnership, we are also able to leverage our strong business partnerships with other major open technology vendors such as Acquia (Preferred Partner), Alfresco (Platinum), Google, Magento, Atlassian, Janrain and more.

• Support and maintenance for the MuleSoft platform and most integrations built using MuleSoft

• Best practices, as well as the latest innovations, are researched and deployed to meet client support and maintenance needs.

Customers may continue to contact partner support directly, but by using Appnovation's MS support process they gain the added advantage of the strong ties we have with our hosting partners culminating in even faster turnaround times which otherwise may not be possible.

The MS portal offers a custom and rapid escalation process which allows users to instantly escalate a support case to our success management team. This feature has allowed us to achieve just over 98% "Excellent" (5/5) rating thus far from our support customers.

24/7/365 MuleSoft Support

Our global Managed Services team is staffed around the clock with some of the best technology and MuleSoft experts on the planet. Providing support via the MS portal, our customer success team can deliver remote deskside support utilizing award winning remote tools that allow staff to share screens with clients in order to rapidly diagnose and resolve emergent issues.

Disaster Recovery

Appnovation can provide disaster recovery services inclusive of providing emergency hosting and support in the event that current service providers are unable to meet their obligations. Depending on the specific customer needs, we can commit to having a fully functional service restored with an alternate provider in as little as 30 minutes.

Environment Backup & Restore

Appnovation offers an automated cloud-based backup and restore process to ensure the environments we support are backed up offsite providing complete peace of mind and allowing us to engage our multi-cloud disaster recovery process should it be required.

Maintenance of Environments - Security Patching

Our Appnovation maintenance team ensures that all systems under management are patched, secured and aligned with current industry best practices for maintaining large scale production systems. 

Application Development Support Business

Drawing from the same resource pool as Appnovation Technology Enabled Services, Managed Services is able to provide development services for clients. This may be in the form of bug fixes or, in some cases, a method for assisting clients in the implementation of a continuous improvement/continuous delivery solutions.

Static Source Code Analysis

Appnovation can provide both automated and manual source code analysis to ensure that code is checked for errors (such as CSRF or SQL injection) before it enters a production environment, minimizing the risk of both downtime and possible exposure to potential compromise. Code Review Analysis - Appnovation can act as a trusted third party to provide code audits and review. Drawing from our global pool of experts, many of whom are heavily involved in contributing to the products themselves, we are able to offer a world-leading review process.

Architecture Review & Capacity Planning

Ensuring all environments are kept inline with current best practices, this essential section of a Managed Services contract gives us the opportunity to continue the architectural discussion about the solutions and how it fits with the rapidly evolving business environment, both internal and external.

Service Management Review

Appnovation assigns a dedicated Managed Services Subscription Manager (SM) to act as the overall point of contact for each client's MS account and related contracts. The SM is a resource focused entirely on client overall satisfaction and serves as an escalation point for issues and requests. In addition, the SM takes on the role of coordinating monthly meetings with clients to help oversee the smooth running of their MS account and contracts.