Softcat Limited

Salesforce MuleSoft Anypoint Platform

Salesforce's MuleSoft Anypoint Platform, a leading solution for API-led connectivity, creates an application network of apps, data, and devices, on-premise and in the cloud– empowering IT and business to create seamless digital experiences, products, and services with the #1 hybrid platform for integration, full lifecycle API management, and automation. SFDCMSS2024GC14

Features

• Connectivity to over 200+ leading SaaS and on-premise applications
• Operational control from a central web-based portal
• High availability. Ensures zero message loss reliability
• Graphical and custom-code integration
• Hardened with thousands of automated tests and bug fixes
• Extensive API Management, Analytics, and Governance
• EDI/B2B Integration
• Batch Integration
• Real time and IoT integration
• Automate business processes

Benefits

• Re-architect SOA infrastructure from legacy systems to create business agility
• Hybrid environment, connecting SaaS and on premise systems seamlessly
• Create a seamless Application Network of apps, data & devices
• Unified connectivity, design, run, analyse on a single platform
• Leverage reusable building blocks to increase developer productivity
• Future Proof, Anypoints' flexibility evolves as you do
• Promote reusability, modularity & collaboration, increasing developer productivity & speed
• A platform for speed, innovation & growth
• Remove mundane, repetitive tasks with reusable, personalised bots

£6,361.34 a unit

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

647617508508555

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Salesforce will use commercially reasonable efforts to make the Cloud Offerings available 24 hours a day, 7 days a week, except for: (a) scheduled downtime of the management console (b) any unavailability caused by Force Majeure. The customer is totally responsible for the Mule runtimes or management outside of CloudHub.
• System requirements:
  • MuleSoft has no specific requirements
  • If state requires persisting, customer is responsible for prerequisites/licences.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: There are two levels of support: GOLD: 1 Business Day. PLATINUM: Response times are defined by the severity of the issue being reported. S1 - 2 hours; S2 - 4 Business Hours; S3-S4 - 8 Business Hours. Full details and definitions can be found here: https://www.mulesoft.com/legal/support-maintenance-terms
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Salesforce support is staffed by expert developers and support issues will be escalated to core MuleSoft developers if that is required. Two levels of support offered, Gold and Platinum. Gold provides UK office hours support, 8x5 and twenty support incidents. Platinum provides 24x7 support and includes unlimited incidents. MuleSoft also has a customer success organisation that provides advice and best practice as part of a customers subscription. Our Customer Success team and customers work to mutually agreed goals to ensure success with Salesforce. Equally they may organise the correct resources within Salesforce, be that cloud infrastructure, Infosec, engineering or cloud operations as examples when customers have support issues that require additional focus. MuleSoft licensing is a subscription, support is not a separate charge it is included in the chosen subscription type.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The Salesforce customer success organisation will provide a welcome pack and onboarding guide, our services team will provide roles-based training and professional services engagements to ensure customer has the tools and knowledge to drive their business outcomes.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: MuleSoft does not store customer data; MuleSoft, by default, is stateless. However, there are occasions where state is required in an application. For those instances, the customer is responsible for providing that state store i.e. databases. ; ; Depending on the specific nature of the implementation of the user's application, there may be work required to migrate data away from MuleSoft to other integration platforms. MuleSoft will work with users on a case-by-case basis to put an exit plan into effect.
• End-of-contract process: At the end of the contracted period the license will expire and there will be no further access to the service. There is nothing further in the contract that commits Salesforce to any work to support or assist with off boarding. Salesforce's Professional Services would be willing to work with you to assist with off boarding should that be necessary at your cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The interface is a modern and intuitive design, with help functions throughout. The interface can be configured as maybe required or left as default.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: No public information is available
• API: Yes
• What users can and can't do using the API: The CloudHub REST API provides access to most operations you can perform with the management user interface. You can: Create an application on CloudHub; Change the application properties, including, worker numbers and environment variables; Deploy a new version of your application; Delete your application; Get statistics about your application; Create CloudHub notifications; Create email alerts triggered by your applications.
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Applications are run by one or more instances of MuleSoft, called workers. These workers have: Capacity: Each worker has a specific amount of capacity to process data, customers select when deploying. Isolation: Each worker runs in a separate container from every other application. Manageability: Each worker is deployed and monitored independently by our cloud infrastructure. Each worker is a dedicated instance of Mule that runs your integration application. Further customers are logically segregated from other customers and they are guaranteed resource allocation. MuleSoft's Director of Cloud Operations is responsible for monitoring the use of assets and for planning required capacity.

Analytics

• Service usage metrics: Yes
• Metrics types: CPU; HTTP request and response status; Memory; Number of active instances; Other; Other metrics; ; Configurable alerts; Business Insights; Cloud worker status; API Analytics; Logs; Application Data (if configured); Queues (Anypoint MQ); Schedules; Deployment settings
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Salesforce

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: Anypoint MQ and Object Store V2 are encrypted using AES-256 symmetric key encryption.; ; MuleSoft does not persist data. Integrations and APIs are stateless; payloads are transient not persisted. MuleSoft does provide some features that allow customers to store temporary state.; ; MuleSoft runtimes are designed to be stateless. Where application data is stored in databases or object stores the features of our Enterprise Security are often used: ; • Secure Token Service Oauth 2.0 Provider ; • Credentials Vault ; • Message Encryption Processor ; • Digital Signature Processor ; • Mule Filter Processor ; • Mule CRC32 Processor
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Mulesoft by default only handles customer data to process it as transactions. The base data is not held by Mulesoft, it is stateless and the data remains in the source and target systems.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • AVRO
  • CSV
  • Flatfile
  • Json
  • Excel
  • Xml
  • Ndjson
  • Text
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Avro
  • Csv
  • Flatfile
  • Json
  • Excel
  • Xml
  • Ndjson
  • Text

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Virtual Private Cloud (VPC); Virtual Private Network (VPN); Customers may provide a AWS Transit Gateway; ; VPCs/VPNs can be used to isolate and protect networks. VPC increases the isolation of MuleSoft runtimes while the VPN is used for securing the network connection. Anypoint Enterprise Security is a collection of security features that enforces secure access to information in Mule applications. These security features provide security to Service-Oriented Architecture implementations and Web services. The following bridge gaps between trust boundaries in applications: Secure Token Service Oauth 2.0 Provider Credentials Vault Message Encryption Processor Digital Signature Processor Mule Filter Processor Mule CRC32 Processor.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Customer data is protected within the Salesforce service through a mature, standards-based defence-in-depth security architecture. Logical and physical access is strictly controlled, logged and monitored, and the access controls used are regularly audited for compliance with our certifications by third parties. Network security controls such as firewalls, intrusion detection, anti-malware, anti-ddos, file integrity monitoring are augmented with extensive monitoring to provide a robust prevention, detection and response model. Internal and external, as well as third-party vulnerability scanning and application penetration testing are also in place.

Availability and resilience

• Guaranteed availability: CloudHub builds upon the capabilities provided by AWS to deliver 99.99% availability each calendar month. CloudHub is designed to be highly available and scalable through redundancy, intelligent healing, and zero downtime updates. CloudHub services have at least one layer of redundancy; are available in multiple data centres, monitors workers and self-heals from problems. See https://www.mulesoft.com/legal/support-maintenance-terms, which discusses MuleSoft performance commitments. The customers can view the live status and detailed service history for the Runtime Manager console, CloudHub platform services, and the CloudHub worker cloud on status.mulesoft.com. Refund information can be obtained from the Salesforce Main Services Agreement available at https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Salesforce_MSA.pdf
• Approach to resilience: Available on request. See https://www.mulesoft.com/legal/support-maintenance-terms, which discusses MuleSoft performance commitments. The customers can view the live status and detailed service history for the Runtime Manager console, CloudHub platform services, and the CloudHub worker cloud on status.mulesoft.com.
• Outage reporting: There is a status portal where users can review the current systems status and optionally subscribe for email or SMS. An ATOM or RSS feed is also provided.; ; https://status.mulesoft.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: For the management plane MFA is recommended along with user name and password as a minimum. Integration with an external Identity Management Provider is also supported. ; ; There are several common authentication protocols that APIs generally use. In most cases, you can implement at least one authentication method in your Anypoint Connector. Below are the choices: Basic Authentication; OAuth 1.0 & 2.0; HTTP Basic Authentication; SAML; Kerberos; NTLM; LDAP. Connector Developer Kit Authentication Methods: Basic Authentication; OAuth 1.0; OAuth 2.0; HTTP Basic Authentication; SAML; Kerberos; NTLM; LDAP.
• Access restrictions in management interfaces and support channels: Our IT infrastructure and production environment are separated. Only MuleSoft support and MuleSoft devops has access to the production environment. DevOps has access to production because they build and maintain the cloud environments. Support has access in order to help customers solve issues. Support has a process in which the customer has to provide permission for support to access a customer’s worker. It is important to note that all access is audited and monitored, and customer data is not persisted on systems.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Our IT infrastructure and production environment are separated. Only MuleSoft support and MuleSoft devops has access to the production environment. DevOps has access to production because they build and maintain the cloud environments. Support has access in order to help customers solve issues. Support has a process in which the customer has to provide permission for support to access a customer’s worker. It is important to note that all access is audited and monitored, and customer data is not persisted on systems.

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: EY CertifyPoint
• ISO/IEC 27001 accreditation date: January 25, 2024
• What the ISO/IEC 27001 doesn’t cover: Listing of current exclusions within the ISO27001 Statement of Applicability available to view at https://compliance.salesforce.com/en/documents/a006e000010P47JAAS
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems, Inc
• PCI DSS accreditation date: 27th July 2023
• What the PCI DSS doesn’t cover: No exclusions
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27017
  • ISO 27018
  • NEN7510
  • SOC 1,2, 3
  • HDS Certificate
  • Data Privacy Framework (DPF) Program
  • NCSC Cloud Security Principles
  • Binding Corporate Rules
  • IRAP
  • TISAX

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27017; ISO 27018; PCI-DSS; SOC 1,2, 3; NEN7510; ENS; HDS Certificate; UK NHS DSPT; Data Privacy Framework (DPF) Program
• Information security policies and processes: Salesforce's Information Security Management System (ISMS) and information security policies are based on the ISO 27002 framework of best practices and are ISO 27001 certified. As required by this certification, the ISMS is endorsed by Senior Management. The EVP of Security has responsibility for the information security policies and ISMS. The Salesforce Security Steering Committee approves/authorizes all changes to the policies, the Statement of Applicability (SoA), the information security manual, and any separate policy statements. During the ISO 27001 audit process (as well as other audits such as SOX and SSAE 16 SOC 1), Senior Management for various departments are involved in verifying that policies and procedures are in place and adhered to. Policies are reviewed/approved at least annually.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: The change management process proper segregation of duties for the approval and implementation of changes. Salesforce's Change Management Standard outlines the activities to be performed during the change process and the supporting tasks.; ; MuleSoft uses code versioning software for source control management, and makes changes to its repositories via pull requests. There are multiple release management processes but generally code changes are approved through a pull request process in a version control and source code management tool. There are two main processes used to deploy code into production systems: Continuous Integration / Delivery / Deployment and Manual Changes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability and Patch Management Program is implemented where Salesforce performs vulnerability scans on external and internal facing systems using internal scanning resources and with third-party vendors to conduct external vulnerability assessments. Internal scans are completed daily, external service providers are used to perform penetration tests prior each major release (three times annually). Commercial and proprietary vulnerability scanning tools are configured to identify vulnerabilities and measure vulnerability impact in CVSS scores. Patching is applied following a risk-based approach and SLAs while using the change management process to ensure mitigations are deployed. detail on responsible disclosure ; ; https://trust.salesforce.com/en/security/responsible-disclosure-policy/
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Salesforce Threat Intelligence and Detection team monitors the Salesforce services 24x7 for threats and unauthorized intrusions via the latest cutting edge technology and industry analysis, and in collaboration with the Security Incident Reponse teams. Extensive logging and monitoring is conducted across all Salesforce Services and environments (at application, network and database layers). All suspicious activities are flagged and reported to Salesforce CSIRT for investigation, management, communication, and resolution of security events and incidents in line with the NIST Incident Response model.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Salesforce has a formal Incident Management Process that guides the Salesforce Computer Security Incident Response team in investigation, management, communication, and resolution activities.; ; Salesforce will promptly notify the customer in the event of any security breach of the Service resulting in an actual or reasonably suspected unauthorized disclosure of Customer Data. Notification may include phone contact by Salesforce support, email to customer's administrator and Security Contact and public posting on trust.salesforce.com.; ; Salesforce.com is a member of the prestigious Forum of Incident Response and Security Teams (FIRST) and complies with the FIRST framework and best practices for incident response.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £6,361.34 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Please access the link to access the Anypoint platform trial for up to 30 days.; ; Exact terms are ; ; https://www.mulesoft.com/legal/terms/trial
• Link to free trial: https://anypoint.mulesoft.com/login/#/signup?apintent=generic

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.