Mulesoft Service Level Agreement

Batch Size – This field provides “attenuation” of values that may oscillate around the threshold. Set Batch Size to an integer value. If you set the stack size to a value equal to or less than 1, attenuation is completely disabled. That is, an alert is triggered each time it is triggered according to the remaining rules. Otherwise, setting the batch size to a value greater than 1 does not trigger a warning until the threshold has exceeded the batch size several times on a row. For example, imagine a scenario in which you set the batch size to 3. In this scenario, an alert is not triggered until the threshold has been exceeded three times in a row. If two violations occur and the value then falls below the threshold, no warning is triggered. Trigger once – If this field is enabled, an alert will be triggered as soon as the specified condition is met.

However, the following triggers do not generate a new alert. If the monitored value falls below the alert threshold, the console considers resetting the alert. At this point, the console allows you to trigger new alerts again. As a group administrator, you can set individual limits for API instances within an API group instance. If you configured a default SLA at the grouped api instance level and an individual SLA at the API instance level, the single SLA overrides the default limit. A service level access level (SLA) is a user access category that you define for an API. Layer definition, combined with an SLA-based policy, determines whether access to the API at a particular level requires your consent. Layer definition can also limit the number of requests an application can make to the API. To apply SLA rates, you must apply an SLA-based rate limiting or limiting policy. During the Subscription Term, MuleSoft will provide Customer with service levels including: (i) online, email or telephone support in connection with the use and provision of the Product in accordance with the table below; (ii) Major and minor versions of the same Products licensed by Customer during subscription (“Maintenance”) and support with respect to the errors described below.

To access support, the customer must be able to access the support portal, located at When you add a new API instance to an API group instance, the default limit SLA configured at the group instance level applies unless the group administrator also configures a single API SLA level. The following points are excluded from MuleSoft`s support and maintenance obligations: (i) support for software that has not been modified by the Customer or a Customer User without authorization; (ii) a failure or problems arising from computer or network hardware or devices or programs under Customer`s control; (iii) negligent or intentional misuse of the Cloud Offerings by a Customer User (e.B. flood the system with automated emails; and (iv) custom integration scripts that use the MuleSoft APIs, unless they are affected by a change to the Basic Cloud Offerings that has not been notified to Customer with at least seven (7) days` notice of the change. Customer may choose to use certain billable consulting services (“Consulting Services”) to resolve issues related to the Excluded Services. These consulting services may require the Customer to conduct a network assessment and/or grant MuleSoft access to the Customer Network if necessary to diagnose the problem. The failure of MuleSoft`s cloud offerings results in downtime for the production versions of the APIs available on the platform. Add a section named Traits: at the RAML root level to define the headers: Threshold Expression – A Groovy expression to calculate the value of the high threshold to check. For example, the following expression dynamically queries the thread profile of a thread pool, and then sets a threshold to 50% of its capacity (the result is truncated to remove all fractions): (registry.`threadpool. MyFlow`.threadingProfile.maxThreadsActive / 2) as an integer.

Note that the threshold expression can simply be set to a static value. However, make sure that the value you are using does not contain any fractions. Enter a name for the alert and, optionally, a description. From the Severity drop-down list, select the severity (fatal, critical, major, minor, information) of the alert. For the Server or Group field, select the server or group to which the alert applies (the default is none), and then verify that the alert is active. Cloud offerings are available to the customer at least 99.99% of the time per calendar month. If customer notifies MuleSoft within 10 days of the end of a calendar month that Cloud Offerings are available during the Term less than 99.95% of a calendar month, Customer will be entitled to a service credit for future subscriptions in the amount of the credit form below. For the purposes of this section, downtime is defined because no flows can run in an application deployed on CloudHub.

Notwithstanding the foregoing, Customer will not be entitled to Service Credits under this Section if (A) the Cloud Offerings as set forth in this Agreement are unavailable due to: (a) force majeure; (b) any cause directly provided by Customer, its affiliates or suppliers; (c) software or hardware not supplied; (d) scheduled periodic maintenance, provided that muleSoft makes every effort to ensure that maintenance is performed without downtime, or (B) Customer does not notify MuleSoft of such unavailability within 10 days of the end of the month in which Customer determines that the Cloud Offerings were unavailable; or (C) the CloudHub App is not deployed to two or more CloudHub cloud workers of the Cloud Offerings, or (D) the CloudHub App is not deployed in a production environment. The “Monthly Availability Percentage” for a particular Application is calculated by subtracting the percentage of 1-minute periods during the month in which the Application was “unavailable” from 100%. MuleSoft will use commercially reasonable efforts to make the Cloud Offerings available 24/7, with the exception of: (a) scheduled management console downtime (which MuleSoft will provide at least 24 hours in advance of and muleSoft during weekend business hours from 6:00 p.m.m. Friday until 13:00.m Sunday Pacific Time (PT) for the deployment of MuleSoft in the United States and 17:00.m .m a.m to 22:00 .m.m.. m on Tuesday for MuleSoft`s government cloud deployment, provided no downtime is required for VCores) or (b) downtime caused by force majeure. As a group administrator, you can specify service level agreement (SLA) levels for API group instances to limit the number of requests an application (user) can make to the APIs of an API group. With SLAs, you can protect your API group instances and manage network traffic to your APIs. Also note that all input fields change depending on the type of warning. For example, a low memory warning prompts you to enter the following data, as shown in the following figure. In addition, some fields may display default values depending on the type of warning. For out-of-memory alert types, the severity field is set to Default Critical.

You can change the severity level. You can apply the alert to any storage pool or select a specific storage pool from the list. The threshold report is also required (note that it is highlighted in red and marked with a red exclamation mark), as this field is required for this type of warning. In this procedure, you configure a SLA-based throttling policy and apply it to an API.