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Support

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Standard Support

Standard support is included at no charge with all Dell Boomi subscriptions.

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Premier Support

Premier support is 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.

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Premier Plus Support

Premier Plus support is available only 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.

Severity 1

If production goes down, nobody wants to quibble about Service Level Agreements. That’s why, regardless of your support package, Severity 1 issues receive a 1-hour response, 24/7 from our on-call team, which is notified immediately.

 

Response Time

Business Hours

Phone Support

Email Support

Chat Support

Case Management

Boomi
Standard


Boomi 24/7, toll-free phone support covers only Severity 1 issues (production down). If we find that an issue is not Severity 1, we will handle it according to the Dell Boomi Service Description for Standard Support, which is two business days. Please keep in mind that there is no guaranteed response time for support cases submitted via email. If your need for managed support cases exceeds 15 in a year, you may purchase additional cases in blocks of five for $1,300.

Response Time

Severity 1: 1 hour, 24/7
Severity 2 – 4: 2 business days

Business Hours

Defined by region

Phone Support

Q

Email Support

R

Chat Support

Q

Case Management

15/year

Boomi
Premier


As a Boomi Premier customer, you can take advantage of our 24/5 extended business hours to troubleshoot or discuss platform issues in real time using Live Chat or by phone. If we find that an issue is not Severity 1, we will handle it according to the Dell Boomi Service Description for Premier Support, which is eight business hours. Please keep in mind that there is no guaranteed response time for support cases submitted via email.

Response Time

Severity 1: 1 hour, 24/7
Severity 2 – 4: 8 business hours

Business Hours

24/5: from Sun 5pm ET to Fri 8pm ET

Phone Support

R

Email Support

R

Chat Support

R

Case Management

Unlimited

Boomi
Premier Plus


As a Boomi Premier Plus customer, you can take advantage of our 24/7 extended business hours to troubleshoot or discuss platform issues in real time using Live Chat or by phone. If we find that an issue is not Severity 1, we will handle it according to the Dell Boomi Service Description for Premier Plus Support, which is four business hours. And remember, there is no guaranteed response time for support cases submitted via email.

Response Time

Severity 1: 1 hour, 24/7
Severity 2 – 4: 4 business hours, 24/7

Business Hours

24/7

Phone Support

R

Email Support

R

Chat Support

R

Case Management

Unlimited

The Dell Boomi Support Portal

All support activities begin in our portal, which includes a variety of resources that can help you answer product questions and resolve some support issues without opening a support case. These resources include:

A complete Boomi product reference guide that describes product features and functions

User forums where you can submit product questions and receive prompt feedback from the Boomi user community and the Boomi support team. User forums are a valuable source of information about real-world integration issues.

A process library that features sample processes and integration scenarios, best practices, and tutorials to help you start building integrations right away

When you need additional assistance, you can open a support case directly from the portal. There’s no limit to the number of users who can open cases. And, we won’t waste your time with non-technical staff. You’re communicating with an expert immediately. Our support team features:

  1. Platform experts in B2B application and data integration
  2. One support analyst for the life of your case
  3. Technical engineers for faster resolution

You’ll also benefit from Dell Boomi’s Predictive Assistance service, which covers all Dell Boomi customers at no charge. With Predictive Assistance, our support system automatically incorporates and analyzes your usage metrics, enabling our Customer Success Team to identify potential issues and suggest ways in which you could increase ROI from your Boomi implementation.