Standard support service and its cost
- Expert (Level 3) application support
- Direct escalation to MuleSoft (Level 4)
- UK business hours, 24x7 for Priority 1 incidents
- 2 hours' resolution time target on Priority 1 incidents
- Minimum reserved number of support hours per month =
10 hours * number of systems integrated + number of total APIs
(e.g. 1 integration between 2 systems using 3 APIs = 23 hours /month minimum support)
Optional - additional costs
- Platform or Infrastructure support
- Extended hours / 24x7 support for all priorities /
ad-hoc on-call - Knowledge Transfer / Monitoring implementation / Technical Documentation
