CUSTOMER FAQ

MuleSoft Titanium Support Upgrade to the Salesforce Premier Success Plan

General

Q: What is changing with my upgrade from the Titanium Support to the Premier Success Plan?

A: We are upgrading MuleSoft customers currently on the Titanium Support to the Salesforce Premier Success Plan.

This upgrade provides you with additional tools, personalized product expertise, and improved support response times for most case severities — at no additional cost. The upgrade will occur in late August/early September 2026. Want to learn more about the Premier Success Plan? Login to Salesforce Help and click on My Success Plan in the top navigation bar for further information.

Q: Why is Salesforce changing my support plan from Titanium Support to the Premier Success Plan?

A: This upgrade aligns all MuleSoft customers to the Salesforce Premier Success Plan experience.

In addition to enhanced technical support, the Premier Success Plan provides features such as:

• Onboarding

• Success Reviews

• Expert Coaching

• Instructor-led Workshops

• Health Checks & Recommendations

• 25% Discount on Courses & Certifications  

• Developer Support

These benefits are designed to help you drive faster adoption, increase platform value, and reduce risk to achieve your evolving business goals using MuleSoft. Want to learn more about the Premier Success Plan? Login to Salesforce Help and click on My Success Plan in the top navigation bar for further information.

Q: When I upgrade to the Mulesoft Premier Success Plan, will my Titanium Product License Edition change as well? 

A: No, there are no changes to the Titanium Product License Editions you are currently subscribed to today.

Customer Impact & Upgrade

Q: Do I need to take any action to upgrade to the Premier Success Plan?

A: No action is required. The upgrade to the Premier Success Plan will happen automatically.

After your upgrade, you will receive an email to schedule a Premier Success Plan Success Review, which is a personalized 1:1 session where you will receive tailored guidance, actionable recommendations, and alignment to support your evolving business goals using MuleSoft. 

You can also schedule a Success Review after your upgrade by logging into Salesforce Help, click on My Success Plan in the top navigation bar, and then scroll down to the Success Review section where you will see “Book Now” to schedule your personalized Success Review session.

Q: Can I remain on Mulesoft Titanium Support if I don’t want to upgrade to the Premier Success Plan?

A: No. Mulesoft Titanium Support is being retired. All customers will upgrade to the Premier Success Plan that includes: 

• Onboarding

• Success Reviews

• Expert Coaching

• Instructor-led Workshops

• Health Checks & Recommendations

• 25% Discount on Courses & Certifications  

• Developer Support

Want to learn more about the Premier Success Plan? Login to Salesforce Help and click on My Success Plan in the top navigation bar for further information.

Pricing & Contracts

Q: Will this upgrade to the Mulesoft Premier Success Plan increase my cost?

A: No. There is no price increase associated with this upgrade.

Q: Do I need to sign a new contract prior to upgrading to the Mulesoft Premier Success Plan?

A: No contract amendment or signature is required. The upgrade to the Premier Success Plan happens automatically.

Support & Service Levels

Q: Are support response times changing when I upgrade to the Mulesoft Premier Support Plan?

A: There is a minor adjustment to Severity 1 response times, moving from 45 minutes to 60 minutes.

However, response times for other case severities improve under the Premier Success Plan:

• Severity 2: 2 hrs vs. 4 hrs

• Severity 3: 4 hrs vs. 8 hrs

Q: Will I log support cases differently after my company upgrades to the Mulesoft Premier Success Plan?

A: No. You will continue to submit cases through help.salesforce.com using the same process you use today.

Q: Will my historical Mulesoft Titanium support case data be preserved?

A: Yes, historical case data will remain available.

Premier Success Plan Benefits

Q: What additional benefits do I receive with the Premier Success Plan after I upgrade from Mulesoft Titanium Support?

A: The Premier Success Plan provides a more comprehensive success experience, including:

• Onboarding

• Success Reviews

• Expert Coaching

• Instructor-led Workshops

• Health Checks & Recommendations

• 25% Discount on Courses & Certifications  

• Developer Support

These benefits are designed to help you drive faster adoption, increase platform value, and reduce risk to achieve your evolving business goals using MuleSoft. Want to learn more about the Premier Success Plan? Login to Salesforce Help and click on My Success Plan in the top navigation bar for further information.

Q: Will I receive a Customer Success Manager with the upgrade from Mulesoft Titanium Support to the Premier Success Plan?

A: The Premier Success Plan does not include a Customer Success Manager. However, the Premier Success Plan provides access to a pooled team of Success members who will lead engagements like Onboarding, Success Reviews, and Expert Coaching when you request them.  

If you require a Customer Success Manager, you may explore upgrading to the Signature Success Plan.

Signature Success Plan

Q: Can I upgrade to the Signature Success Plan after I upgrade to the Mulesoft Premier Support Plan?

A: Yes. You may upgrade to the Signature Success Plan at any time after the upgrade if you require:

• A Customer Success Manager

• Deeper proactive engagement

• Enhanced support

Your Account Executive can provide additional information.