Technical Success Packages

Standard Premium ($$) Enterprise ($$$)

Sandbox Environments 1 2 3
How many environment in addition to product you’ll have for dev, testing and training.
Additional available at cost.

RESTful APIs ✔ ✔ ✔
Access to all Mambu API endpoints and supporting online documentation and SDKs

Webhooks ✔ ✔ ✔
Ability to create unlimited webhook call-outs with custom payloads

SSO ✔ ✔ ✔
Single-Sign On Authentication

UI Apps ✔ ✔ ✔
Ability to extend the Mambu UI by adding your own custom Apps

Audit Trail ✔ ✔
API-extraction of logs of every user and API interaction with the system

Configuration As Code ✔ ✔
Provisioning of configuration settings through version-controlled code

Streaming APIs ✔
Subscribed push of real-time data with minimal network latency

Process Orchestrator* ✔
Mambu Process Orchestrator (MPO) for bespoke business logic and integration management

1
* For connectors and other areas where MPO is used, there no need to purchase the Enterprise package. Those without will only be able to view and
run connectors but not create their own processes or connectors themselves.
Customer Success Packages
Standard Premium ($$) Enterprise ($$$)
Customer Success Manager ✔ ✔ ✔
Dedicated contact to oversee your implementation an on-going
experience with Mambu

Self-Service Knowledge Base ✔ ✔ ✔

Access to full online API and functional documentation, support desk,
community forums and ideas portal

Implementation Enablement Hours 100 hours 200 hours 300 hours

Dedicated time of business and technical (integration) application
consultants during the project. Additional hours at PS rates.

Workshop Days Per Year None 2 4

Time set aside for in-person workshops on functional or technical topics
with Mambu subject matter experts. Additional at PS rates.

Architectural Reviews None Annually Bi-Annually

Technical workshops on product roadmap, technical roadmap and
reviewing solutions architectures with a Mambu Solutions Architect.

2
Service Level Agreements
Standard Premium ($$) Enterprise ($$$) Platinum ($$$$)
Availability 99.9% / quarter 99.95% / quarter 99.99% / quarter 99.99% / month
Guaranteed time of when your services are are up and available,
measured monthly or quarterly. Beaches result in service credits

Guaranteed Response Time ✔ ✔ ✔

Response times guarantees to different levels support requests
or issues.

Guaranteed Resolution Time ✔ ✔

Our guaranteed time to resolve tickets and issues of various
severity levels.

Support Hours P1 - 24/7 P1 - 24/7 P1 - 24/7

Which hours are counted towards response and resolution P2-P5 - Business Hours P2-P5 - Business Hours P2 - 24/5
times to requests. P3-P5 - Business Hours

Call-Back Emergency Support ✔ ✔

Triggered and automatic phone calls to operator on duty for
critical issues

At-Risk Amount 30% 40% 50% 100%

The amount of your subscription in that time period that can be
credited back in case of SLA violations

3
Response and Resolution Times
Response Resolution Customer Commitment

P1 30 min 120 min Customer will be available via phone for

The Mambu platform is unavailable or so severely impacted that the customer cannot troubleshooting from the time the P1 is
reasonably continue to operate or continued operations without a resolution put the logged until it is resolved
business at risk.

P2 120 min 24 hr Customer will be available via phone for

Critical capabilities of the Mambu platform are contain a bug that prevents the troubleshooting from the time the P2 is
Customer from executing one or more critical business functions with a material logged until it is resolved
impact to the customers business and no workaround exists.

P3 4 hr 72 hrs Customer will respond to Mambu requests

Important capabilities of the Mambu platform are contain a bug that prevents the for additional information and implement
Customer from executing one or more important business functions with an impact viable workarounds in a timely manner.
to the customers business. A workaround exists but is not optimal.

P4 8 hr 5 days Customer will respond to Mambu requests

The Mambu platform contains a bug that may disrupt inessential business for additional information and implement
processes. A workaround is available or the capabilities are not imperative to the viable workarounds in a timely manner.
customer’s business.

P5 ( Service Request) 24 hr N/A Customer will respond to Mambu requests

Customer requests information or documentation clarification regarding the Services, for additional information in a timely
but there is no impact on the operation of the Service. Customer should address manner.
question on Mambu Community. P5 support requests should be opened if inquiry
contains sensitive or data

4
Deployment Options
Shared-Instance Dedicated-Instance ($$$)

Managed Infrastructure ✔ ✔
Fully managed hardware, software, patches and scalability in any supported cloud

Data Privacy Protection ✔ ✔

Data privacy and information policies, processes and procedures as per regulations

Database Backups ✔ ✔
Up to the second database backups and multi-zone redundancy

Penetration & Bis Continuity Testing ✔ ✔

Auditable external bi-annual external and network pen and bis continuity tests

InfoSec Certification ✔ ✔
ISO 27001 certification available. SOC 1 and SOC 2 in process*

Source Code Escrow ✔ ($) ✔

Mambu’s source code stored with a 3rd party escrow agreement

Multiple-Tenants ✔ ($)
Ability to deploy multiple-tenants within the customer group instance

Private Status Page ✔

Private status page on your environment performance with API/webhook subscriptions

VPC/VPN ✔
Ability to operate in a dedicated Virtual Private Cloud (with a VPN connection)

High-Availability Disaster Recovery Active-Active in One Region Pre-Warmed in Second Region ($)