Production Support: Our proactive approach and deep understanding of ESB/API Vendor product or open source enable us to minimize opening the number of cases/tickets. However, in the event of product bugs or fixes, we promptly open cases with ESB/API Vendor product or open source for resolution.
Our debugging skills and robust error-handling framework will allow us to point out the exact issues and reduce the point of failures.
In case of cloudHub performance or load balancing issues, we work to fix them and for production engage ESB/API Vendor product or open source.
Creating a runbook for L2 support. Defining each service-specific error, own (vs) known (vs) unknown. Actual ESB/API Vendor product or open-source errors (vs) source or destination-specific errors.
Defining and engaging the right group for fixes by highlighting what comes under mule, addressing the issue, and inviting the right group to fix critical errors. (password expiry, upgrade, recent patches, etc.)
After implementing on-premise, cloud hub, and runtime fabric deployment models with multiple clients, we have developed good contact and professional working relationships with ESB/API Vendor product or open source’s customer engagement managers, technical team, and support team. This has helped us bring many ESB/API Vendor product or open-source product insights, enhancements, and new releases/features information and expedite our specific tickets/cases to engage the right support team.