Boomi Customer
Success & Support

From onboarding through development, we’ll work with you on training, consultation and more to make sure you’re achieving your key business outcomes.

97%

Customer Retention Rate

9,000+

Customers Globally

95%

Customer Satisfaction score

The Boomi Difference

Guaranteed Success

Our mission is to make our customers successful from day one – and we understand customer success and support go hand-in-hand. Regardless of where you are in the customer journey, we’re here to help you accomplish your goals: through training sessions, consultations, predictive assistance, and technical account reviews.

Support for Your Business Needs

Custom Support for Your Needs

Boomi wants to define a new level of excellence in your journey, giving you the necessary tools and channels to help with any challenge across your organization. From support monitoring to phone and email support to case management, you can choose the support path that works best for you.

Different Options for You

Beyond Support: Customer Success

We want the Dell Boomi platform to help your business perform better.
In addition to great support, training and consulting,
we offer a team dedicated to just that—your success. Here’s how we help.

 

Offerings  
Predictive Assistance With our Predictive Assistance technology we can see the overall health of our entire customer population, and whether an individual customer—like you—is having an issue that we can help resolve. It’s all part of how we help Dell Boomi customers increase their ROI from our platform.
Support Monitoring Almost everyone needs support at some time. But consistently heavy support usage generally indicates deeper issues. We monitor support activity and reach out to customers whose support history suggests they may benefit from additional product functionality, training, or free online resources they may be unaware of.
Support Case Escalation In particularly complex support cases that are proving hard to resolve, you may request case escalation via the Customer Success team. We can coordinate the resources and efforts of the support and consulting groups and guide the case to a positive outcome.

Your Success Journey

Boomi Support Options

To accommodate your application integration and data management needs, Dell Boomi provides three levels of support: Standard, Premier, and Premier Plus.

 

  Boomi Standard support is included at no charge with all Dell Boomi subscriptions. Our Boomi 24/7, toll-free phone support covers only Severity 1 issues (production down). Premiere Available for Professional, Enterprise, or Enterprise Plus edition customers. The cost of Premiere support is 25% of the total annual subscription price, including extra data source connections, add-ons, and upgrades. Premiere Plus Exclusive to Enterprise and Enterprise Plus edition customers. The cost of Premier Plus support is 35% of the total annual subscription price, with a $25,000 annual minimum.
Response Time

Severity 1: 1 hour, 24/7

Severity 2-4: 2 business days

Severity 1: 1 hour, 24/7

Severity 2-4: 8 business hours

Severity 1: 1 hour, 24/7

Severity 2-4: 4 hours, 24/7

Business Hours Defined by region 24/5: from Sun 5pm to Fri 8pm 24/7
Phone Support
Email Support
Chat Support
Case Management 15/year Unlimited Unlimited

Your Success Journey

Boomi Support Options

To accommodate your application integration and data management needs, Dell Boomi provides three levels of support: Standard, Premier, and Premier Plus.

Boomi Standard

Standard support is included at no charge with all Dell Boomi subscriptions. Our Boomi 24/7, toll-free phone support covers only Severity 1 issues (production down).

Response Time: Severity 1: 1 hour, 24/7 Severity 2-4: 2 business days
Business Hours: Defined by region
Phone Support:
Email Support:
Chat Support:
Case Management: 15/year

 

Premiere

Available for Professional, Enterprise, or Enterprise Plus edition customers. The cost of Premier support is 25% of the total annual subscription price, including extra data source connections, add-ons, and upgrades.

Response Time: Severity 1: 1 hour, 24/7 Severity 2-4: 8 business hours
Business Hours: 24/5: from Sun 5pm to Fri 8pm
Phone Support:
Email Support:
Chat Support:
Case Management: Unlimited

 

Premiere Plus

Exclusive to Enterprise and Enterprise Plus edition customers. The cost of Premier Plus support is 35% of the total annual subscription price, with a $25,000 annual minimum.

Response Time: Severity 1: 1 hour, 24/7 Severity 2-4: 4 hours, 24/7
Business Hours: 24/7
Phone Support:
Email Support:
Chat Support:
Case Management: Unlimited

Let’s discuss what support option best fits your needs.

Training and Certification

On-Demand Training

Boomi has world-class support – whenever you need it. With on-demand training, customers always have access to resources they need, at the right time, to accelerate time to value