Continuous runtime and API monitoring
Our Managed Support team will work with you to enable the continuous monitoring of the health of your MuleSoft runtime, providing alerts to our support desk in the event of any abnormalities, degradation of service or unscheduled outages.
If WhiteSky Labs have built your APIs, then we offer the design option to have the WhiteSky Labs support hooks introduced into your APIs at the time of development, ensuring 100% continuous monitoring of your APIs via our custom API monitoring platform. This enhanced support feature means the WhiteSky Labs support desk will be alerted as soon as there is an issue with any API and our on-call MuleSoft Engineers will respond immediately to the incident.
Incident support, analysis and resolution
Our 100% Certified MuleSoft Managed Support team will record, track, monitor and manage to a successful resolution every reported incident. All incidents will be recorded and tracked using our dedicated support desk software, which we can optionally integrate with your support desk software to improve automated incident reporting.
Our expert team of MuleSoft support consultants will work with you to triage each incident, analyse the cause of the incident, diagnose the best resolution pathway and either resolve the incident directly or engage with the 3rd level support team for a prompt resolution. The WhiteSky Labs managed support consultants will log, track and manage any product related issues on your behalf by liaising directly with MuleSoft.
Service Requests & Minor enhancements
The WhiteSky Labs award winning MuleSoft managed Support team can also provide you with support for your service requests and a range of minor enhancements. Subject to the features of your tailored support package, you can draw-down on unused service credits or prepaid hours to meet the demands and support needs of your business. This flexibility means you can get the very best value out of your tailored support package at times when your incident levels are lower than expected during the month.
Monthly management reporting
The WhiteSky Labs tailored on-call support packages have an allocated support manager to provide you with a direct point of contact for your daily support needs. Our support managers will produce a monthly management report detailing the support calls received by severity & category and will measure these against the approved service level agreement. The report will provide both a statistical and a commentary overview of the performance of the managed support service for the month and year to date.
The week following the publication of the monthly report, we’ll offer you the opportunity to meet with us to review and discuss the report.