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MuleSoft Applications Support

Posted on: June 6, 2019

Ricston, a UK based MuleSoft partner, offers a MuleSoft Applications Support Service that encompasses every aspect necessary to operate your Mule applications. Ricston can support and administer your applications in a cost-effective way by leveraging Nearshore teams in Europe to build a service that is specific to your needs.

Our nearshore support teams are located in Spain and Malta making it easy for consultants to travel to the UK as and when necessary. All our support engineers are certified by MuleSoft, have a minimum of 2 years hands-on project experience and are in turn supported by Ricston consulting teams in the UK enabling escalation up to MuleSoft Solution Architect level.

Ricston MuleSoft Applications Support program comprises of 4 layers and covers applications, solutions and systems developed with MuleSoft’s Anypoint Platform & Mule runtime.

Ricston MuleSoft Applications Support Tiers


First line (Line I) of support is normally administered by a dedicated person from a Customer internal team, who determines the issue and severity, opens a ticket and gathers information to pass on to the Ricston support team.

Second line of support (Line II) is represented by dedicated resources and consists of Java and Mule developers. This team will:

    • review type and severity of the issue and the escalation path;
    • resolve minor issues, fix bugs, develop alternative solutions;
    • work with the Line III team, or with the Product team to resolve severe issues.

Third line of support (Line III) includes an architect and senior resources, who are closely familiar with the particular Customers’ applications. This team will:

  • help Line II team with major issues, i.e, production system outage;
    help Line II team when no known workarounds are available;
    resolve issues that impact an overall system architecture.

Product Support is intended to double-up the support provided by MuleSoft with the licensing agreement. The Ricston support team will capture any problems related to the Anypoint Platform, escalate and liaise with the MuleSoft support team on behalf of the Client to seek a resolution and provide interim alternatives when necessary.

Ricston DevOps Support ­ – includes change management, service management and transition, configuration and maintenance of test, stage, production and disaster
recovery environments for Mule applications, as well as minor development and enhancement requests.

Ricston support services include:

  • Resources – nearshore support engineers to cover Level 2 and 3 Application Support.
  • Coverage – Mule applications support, resolution of incidents and solutions on a best efforts basis.
  • Reporting – a monthly report with issues severity level, description and systems affected, issue resolution – including time worked on a resolution.
  • Review – a monthly review session to review and discuss cases raised in the previous month.

Support is offered on an 8X5, 12X5 or 24X7 time frame basis, or “custom hours” depending on your business requirements.

Following an assessment of your needs, Ricston creates a proposal to cover the Support Model required, including:

  • A recommended Support Model
  • A Ramp-Up Phase – Knowledge transfer
  • A Nearshore Environment Preparation
  • Agreed Severity SLA’s and Response Times
  • Agreed Severity Classifications

Add-ons and extras

  • “Call-a-friend” support – from “how to” to POC this technical assistance program is designed to help developers with everyday operations and minor issues.
  • Go-live support – Ricston can augment client teams both onsite and remotely to ensure 24×7 coverage during the most critical period – applications and systems “go-live”.
  • Project delivery – onsite and nearshore applications development and staff augmentation.
  • Upgrade support – the creation of a staged Mule 4 upgrade and migration plan along with full support during the migration period.
  • Monitoring – proactive monitoring of applications, flows and servers through configurable metrics, alerts, notifications and dashboards.

Contact Us

Ricston Ltd.
Triq G.F. Agius De Soldanis,
Birkirkara, BKR 4850,
MT: +356 2133 4457
UK: +44 (0)2071935107

Send Terry a message

Terry Lockwood
Regional Director, UK