{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "mulesoft",
    "name": "MuleSoft",
    "vendor": "MuleSoft",
    "website": "https://www.mulesoft.com",
    "category": "developer-tools",
    "category_name": "Developer Tools",
    "tags": [],
    "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.95,
    "max_credit_percent": 15,
    "max_credit": {
      "kind": "capped",
      "label": "15%",
      "value": 15,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 15,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.95,
          "credit": 5
        },
        {
          "below": 99.5,
          "credit": 10
        },
        {
          "below": 98,
          "credit": 15
        }
      ]
    },
    "claim_process": {
      "deadline_days": 10,
      "deadline_basis": "end_of_month",
      "business_days": false,
      "method": "Notify Salesforce (SFDC) support",
      "url": "https://status.salesforce.com/products/Mulesoft",
      "required_evidence": [
        "Notification of unavailability for the affected calendar month"
      ],
      "review_days": null,
      "credit_application": "Service credit for future subscriptions"
    },
    "exclusions": [
      "Force majeure events",
      "Causes contributed directly by Customer, its Affiliates or vendors",
      "Software or hardware not provided by SFDC",
      "Regularly scheduled maintenance",
      "CloudHub application not deployed to two or more CloudHub Workers",
      "CloudHub application not deployed in a production environment"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Premier",
        "Signature"
      ],
      "has_24x7": true,
      "fastest_response": "15 min (Sev-1, Signature Success)",
      "response_is_sla": false,
      "designated_contact": "team",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "percent_of_spend",
      "source_url": "https://www.salesforce.com/services/success-plans/signature/",
      "note": "MuleSoft uses Salesforce Success Plans; response times are targets, not credit-backed. Signature designates both a CSM and a TAM; 24x7 phone for critical."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "exchange",
        "name": "Anypoint Exchange",
        "category": "api-marketplace",
        "description": "API and asset marketplace",
        "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
        "uptime": 99.95,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "anypoint",
        "name": "Anypoint Platform",
        "category": "ipaas",
        "description": "Integration platform",
        "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
        "uptime": 99.95,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "api-manager",
        "name": "API Manager",
        "category": "api-management",
        "description": "API management",
        "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
        "uptime": 99.95,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "cloudhub",
        "name": "CloudHub",
        "category": "runtime",
        "description": "Cloud integration runtime",
        "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
        "uptime": 99.95,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "composer",
        "name": "MuleSoft Composer",
        "category": "no-code-integration",
        "description": "No-code integration",
        "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
        "uptime": 99.95,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "MuleSoft is a Integration & Automation provider. See the official MuleSoft Cloud Offerings SLA at [https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf](https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf).\n\n<!-- Add human-readable notes about MuleSoft's SLA nuances here. -->"
  }
}