Boomi’s goal is to provide support for Boomi Data Catalog and Boomi Data Preparation according to the tables and description below:

Support includes both technical support services and software releases as described below; support consists of undertaking efforts to resolve short duration problems or product software defects which cause the Software not to function in material conformity with the accompanying user Documentation.

 

Support Availability

Support for these products – Boomi Data Catalog and Boomi Data Preparation (On Prem Version) – is available 8/5 (8 hours, 5 Days a week, 9AM-5PM PST) for all cases.

Following are the ways to contact Boomi Support & create Support Tickets for Boomi Data Catalog and Boomi Data Preparation: *

  1. Email directly to unifi-support@boomi.com
  2. Submit a case through an online support form at https://community.boomi.com/s/contactsupport

* Please note that contact information for other Boomi services and support offerings is unchanged, and this contact information above is only for Boomi Data Catalog and Boomi Data Preparation.

 

Support Response Time

 

(Note all hours/days are business days and hours M-F)

Severity Level Description Target
Response Time		 Priority Set by Customer
S2: High

Primary Business Requirements could not be met or in jeopardy of missing a deadline

 Examples:

  • Issues creating users & groups in Boomi
  • Non-Admin users cannot access Boomi
  • Non-Admin users can view sources & view data for which they don’t have access to
 2 Business Days X
S3: Medium

Business Requirements can be met. The product is usable and the issue does not have a significant impact on the business

 Examples:

  • Data imports into Boomi application fail
  • Unable to create Data Sources
  • Job Execution or automations not working
 2 Business Days X
S4: Low

Minor Issue

 Examples:

  • Error messages
  • “How to” questions on documented features or functions
 2 Business Days X

* If you believe Boomi has failed to respond to your support request concerning Boomi Data Catalog and Boomi Data Preparation in a timely manner, please contact us at customersuccess@unifi.com and we will work to remedy the situation.

 

Limitations and Exclusions on Scope of Support Services:

Boomi will have no obligation to provide Support Services for Software problems that cannot be reproduced at Boomi’s facility or via remote access to Customer’s facility. Boomi reserves the right to charge for Support Services performed outside of the time frames of the applicable support option as Professional Services pursuant to a Services Order. Support Services do not apply to any Software other than the current and immediately prior Software Release. Support Services do not include: (a) development of custom computer programs; (b) repairs or service relating to any third-party software; (c) installation; (d) training; (e) performance analysis and troubleshooting; (f) design, writing, implementation, review and troubleshooting of custom code and solutions; (g) extensive configuration questions; (h) how-to questions (except for documented feature/functions); (i) data recovery; (j) consulting services; (k) troubleshooting of open source, third party or OEM hardware or software; and (l) troubleshooting of the Customer’s network and infrastructure. Support Services do not cover a problem that would have been excluded from coverage pursuant had the problem arisen during and/or under the warranty. Support Services do not encompass the remediation of problems or product software defects determined by Boomi to have been caused by the failure or malfunction of any software, tools, equipment, or facilities not provided by Boomi. Support Services extends only to material non-conformities of which Boomi is notified during the Support Term. Support Services do not apply or extend to the Software in the event of: (i) installation, repair, addition, alteration, modification or enhancement of the Software, performed by parties other than Boomi; (ii) use of the Software in conjunction with another vendor’s products with such combination resulting in the defect or non-conformance; (iii) failure to follow applicable operation or maintenance requirements; (iv) introduction of data, through any method other than through the Software, into any database accessed by the Software; (v) negligence, abuse, mishandling, misuse or damage to the Software; (vi) failure to follow Software user Documentation; or (vii) circumstances beyond Boomi’s reasonable control. Customer will cooperate with Boomi and follow the instructions given by Boomi to diagnose and resolve the problem giving rise to the support case. Software Releases are made and/or provided in Boomi’s discretion; Boomi is under no obligation to develop any future programs, updates or functionality. Boomi does not guarantee that all defects or problems will be corrected or resolved. Boomi reserves the right to change the scope of the Support Services and this description without notice.

Miscellaneous

No hardware or software is being transferred, sold, leased or licensed to Customer under this support description. To the extent Boomi uses hardware or software as part of its delivery of the Support Services, such hardware or software will be licensed, owned or otherwise held by Boomi.

Boomi Professional Services are available and, if purchased, are subject to a separate signed Professional Services Agreement.

 

Terms & Conditions

Availability varies by country. Specifications and support description are correct at date of publication, but are subject to availability or change without notice at any time. Boomi and its Affiliates cannot be responsible for errors or omissions in typography or photography. All software (Boomi Data Catalog and/or Boomi Data Preparation) must be properly licensed with a current subscription (that includes support) to receive support services.

This Support Description is governed by and subject to the terms and conditions in Customer’s separate signed contract with Boomi or Boomi’s affiliate for the purchase of a license to Boomi Data Catalog & Data Preparation to the extent such agreement explicitly authorizes Customer to order the support services or, in the absence of such agreement, Boomi’s terms and conditions of sale apply and are available upon request or online at www.boomi.com/msa.

© 2021 Boomi, Inc. Boomi, and the ‘B’ logo, are trademarks of Boomi, Inc. or its subsidiaries. All rights reserved. Other names or marks may be the trademarks of their respective owners. Other services of Boomi besides Boomi Data Catalog and Boomi Data Preparation may be governed by other terms and conditions.