CUSTOMER SUPPORT GUIDELINES
Boomi Software provides comprehensive support options to meet ongoing business requirements and provide timely responses to production issues. Annual product maintenance for the Boomi Integration Platform is a prerequisite for the customer support helpdesk and customer forums. We strongly recommend attending Boomi training in order for you to fully understand the product and its capabilities prior to software implementation. Boomi customer support is intended to help leverage your current Boomi knowledge and resolve any production issues that require immediate attention.
CURRENT OPTIONS
The following options are currently available to receive Boomi customer support:
Support Helpdesk (http://www.boomi.com/eSupport
): This is the preferred method for customers and partners to request customer support. From this site, you will be presented with an option to "Log Onto Support". Once you are logged in to our eSupport Helpdesk, you will be able to create and manage your support ticket (as well as any other support tickets for your company) and track a case regarding the particular support issue. Once a ticket is created, you will receive an automated email confirmation indicating that the request is logged and has been assigned to support personnel. Tickets are worked on in the order they are received based on priority and severity level as assigned by the Boomi support staff. Replies from the Boomi support staff may come via email or a telephone call. You may reply directly to the emails as your replies are added to the ticket automatically. Email responses assist Boomi support staff in obtaining an overview of the issue. You may review the history of a ticket at any time via the "Log Onto Support" link. By using the "Log Onto Support" link instead of email, you will be providing Boomi with the information we require to resolve your issue. If you experience any issues with the Helpdesk or have any questions, please email us at webmaster@boomi.com
.
 | In order to access the eSupport Helpdesk, you must be a Boomi customer with annual maintenence and must have an eSupport Helpdesk username and password. If you have not been provided an eSupport Helpdesk username and password, please email support@boomi.com to request one. |
Email support@boomi.com: *IMPORTANT* Emails sent to this email address will be converted to tickets. You may reply to the ticket emails, and your reply will be automatically added to the ticket history. You may review the history of a ticket via the "Log Onto Support" link above.
Telephone: You may contact the Boomi support line by phone (610.854.0700 Option 2). A phone call will result in the creation of a ticket for tracking purposes, even if the issue is resolved during the phone call. These tickets help Boomi to perform the following:
-Identify areas of the software that generate the most questions, issues, and/or problems.
-Resolve all issues in a timely and efficient manner.
-Provide appropriate staffing resources for timely resolution of issues.
-Identify common customer issues for future product enhancements.
Customer Forums (http://www.boomi.com/forums): Customers must first register in order to use the forums. Once registered, you can post to the forums for general how-to questions, best practices for integration projects, enhancement requests for the Boomi product lines, or for other Boomi related, non-production issues. Forums are a great place to ask other customers how they are currently using the product. Please note that responses to forum posts are typically processed on the same timeline as support tickets. Boomi forums should not be used for problems or issues that require immediate attention. As usage of the forum continues to grow, we will have a valuable, searchable resource for Boomi information. If you have questions on how to use the forum, please refer to this FAQ:
http://www.boomi.com/forums/faq.php, or contact us at webmaster@boomi.com.
Forum Info:
Boomi Integration Platform - Forum for version 3x of the Boomi product line, formally known as the Boomi Integration Platform.
Product Enhancements - Share your thoughts and ideas for Boomi product enhancements.
Product Announcements - New product releases, patches, and new products will be announced here. You may post questions relating to these announcements as well, all feedback is welcomed.
**Sign up for email alerts to receive important production announcement information**
CUSTOMER SUPPORT COVERAGE
KEY FEATURES
>8am-8pm EST (Monday-Friday) customer support center
>Telephone, email or web-based submission of problems
>Online problem status Tracking
>Problem escalation Management
>Access to customer support resources
>Access to download center for patches and updates
>Free maintenance and minor release upgrades |
Overview
Boomi's Customer Support package provides your company with comprehensive
support coverage for developers and end-users alike. Users will have access to the
expertise of Boomi's customer support staff, together with unlimited access to a wide variety of technical resources such as Boomi's technical knowledge base, FAQ's, product updates, and patches.
Boomi offers a broad range of support services with appropriate response times based on the severity of the problem. Approximate response times are:
Severity Level (Response Time)
Severity Level I (2 hours)
-Production system is down.
Severity Level II (1 Business Day)
-One or more Production processes is inoperable
Severity Level III (2 Business Days)
-General level support questions, questions on development environment processes
IMPORTANT NOTE: Response times listed above are averages and are not guaranteed |
