MuleSight Support Policy
| Owner | Flowdence Support and Product |
| Applies to app | MuleSight for Confluence |
| Review cadence | Quarterly and before listing updates |
Support channels
Section titled “Support channels”- Primary support channel: support@flowdence.io or Flowdence Support Portal
- Escalation channel:
support@flowdence.io - Security reporting:
security@flowdence.io
Coverage model
Section titled “Coverage model”- Coverage window:
8x5inAustralia/Melbourne (AEST/AEDT, UTC+10/UTC+11) - Holiday coverage policy:
Support remains available during holidays, but response and resolution times may be moderately delayed due to reduced staffing.
Severity model
Section titled “Severity model”| Severity | Definition |
|---|---|
| Sev 1 | Complete outage, severe business impact, or active security incident |
| Sev 2 | Major functional degradation with high customer impact |
| Sev 3 | Partial feature issue with workaround |
| Sev 4 | Informational request or minor defect |
Response objectives
Section titled “Response objectives”| Severity | Initial response target | Status update cadence |
|---|---|---|
| Sev 1 | within 8 business hours | every 4 business hours until stabilization, then daily |
| Sev 2 | within 8 business hours | daily until resolution |
| Sev 3 | within 8 business hours | every 2 business days |
| Sev 4 | within 8 business hours | weekly or at closure |
Resolution target
Section titled “Resolution target”- Target resolution window:
within 5 business dayswhere feasible. - For incidents that cannot be fully resolved inside this window, MuleSight support will provide a workaround or mitigation plan and a revised ETA.
Required support ticket details
Section titled “Required support ticket details”- Customer site URL
- Timestamp and timezone
- Reproduction steps
- Affected module (macro type, dashboard, or Rovo action)
- MuleSoft organization and environment context, if relevant
- Dataset type: Exchange, Runtime Manager, API Manager, API security posture, diagnostics, ops dashboard, endpoints, or Rovo
- Last refresh timestamp and visible cache freshness state
- Whether diagnostics show
full,partial, ornonecoverage for the affected dataset - Screenshots or log snippets without sensitive data
MuleSight troubleshooting scope
Section titled “MuleSight troubleshooting scope”Support can help investigate macro rendering, dashboard refreshes, diagnostics failures, required-scope mismatches, cache freshness, Rovo answer grounding, and Anypoint API error handling. Support cannot rotate customer MuleSoft credentials, grant Anypoint permissions, remediate MuleSoft platform outages, or validate production incident decisions outside the data MuleSight can retrieve.
Escalation path
Section titled “Escalation path”- Support triage
- Engineering owner
- Security owner for security-impacting issues
- Product owner for customer communication and priority alignment
Detailed procedures are defined in operational runbooks maintained by the Flowdence support and engineering teams.
Shared baseline policies
Section titled “Shared baseline policies”This app-specific policy is read together with the shared Flowdence baseline: