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Service Description

Introduction to Your Service

As described in this Service Description (the “Service Description”), the Dell Boomi AtomSphere Service (the “Service”) provides customer (“you” or “Customer”) access to a proprietary, business-integration, software-as-a-service via the Internet on a subscription basis. The Service enables you to integrate your data, software and software applications. Elements of the Service can be hosted by Dell Boomi in a Dell Boomi Cloud or downloaded and installed behind your firewall.

Offer Description

In connection with the Service, Dell Boomi will provide Customer access to and use of a web-based software platform, developed, provided and hosted by Dell Boomi, that enables you to design, build and execute integration processes (the “Boomi AtomSphere”). The Boomi AtomSphere includes the Boomi Atom, the Connector, the Boomi EDI and the Boomi Integration Platform.

Definitions

A “Connection” is one connection end point to a database, application, or API for use in an integration process created within the Boomi Integration Platform. “Enterprise” class Connections and “Standard” class Connections are as stated at http://www.boomi.com/products/evaluate/supported_applications. Customer will be periodically notified in writing of added or deleted available Connections.

“Boomi Atom” means the proprietary runtime engine hosted by Dell Boomi, or downloaded and installed behind your firewall, which executes the integration processes.

“Boomi EDI” means the proprietary web-based Boomi AtomSphere software developed, provided and hosted by Dell Boomi that enables you to design, build, execute and manage a trading partner network using traditional EDI data transformation (specifically AS2 and X12 data structures).

“Boomi Integration Platform” means the web-accessible design interface and library of components developed by Dell Boomi, including, but not limited to, connectors, transformation maps, error handling modules, decision handling modules and processing logic, that enable you to design, create, build and manage an integration process.

“Connector” means the software code developed by Dell Boomi that enables a connection to one instance of an application, database or file format.

“ViewData” is a function within the Service that provides Customer with the ability to use a web browser to view data from the integrations processed by the Boomi Atom.

Optional Services

Customer may elect to purchase the following optional services which, if purchased, will be reflected on Customer’s Order Form:

Process Monitoring: Process Monitoring is an optional remote service available at an additional fee. The service is intended to monitor designated Customer processes, notify the Customer via email of certain problems that arise, and attempt to proactively address them. More description of the Process Monitoring service is available at http://www.boomi.com/resources/support_and_services. If you have purchased Remote Monitoring, the following additional terms apply:

Provided that you continue to perform the Customer Obligations listed below, Dell Boomi will use its commercially reasonable efforts to monitor designated processes and provide email notification to Customer of data-related errors and application connectivity problems or process configuration issues that come to Dell Boomi’s attention, as they relate to the Dell Boomi Services. Where possible, Dell Boomi will retry/resubmit failed records.

Customer Obligations: The Customer is responsible for maintaining its IT systems and processes, including the following:

  • Maintaining local atom environment in online status;
  • Maintaining Customer's local environment (OS, hardware, etc...);
  • Maintaining network connectivity;
  • Performing any necessary endpoint application administration; and
  • Maintaining data integrity.

In addition, Customer must provide Dell Boomi with a primary and secondary contact for issue notification, and must respond and take appropriate action based on Dell Boomi notifications. Dell Boomi shall have no further obligation to notify the Customer of an issue if after 5 business days, or 3 notification emails, Customer has not responded to Dell Boomi regarding the reported issue. If Customer fails to take action to address an item previously submitted to Customer in the course of Dell Boomi’s process monitoring services, Dell Boomi reserves the right to assign a lower priority to delivering repair actions or recommendations until the item previously submitted has been acted upon by the Customer.

Process Monitoring does not include any of the following:

  • Reconfiguring Customer processes;
  • Addressing any issues for which a change request would be required to alter approved process monitoring processes;
  • Re-certifying processes after configuration changes by Customer; or
  • Training for Boomi AtomSphere or processes.

Consulting Services: Hourly, prepaid, or per-interface consulting, offering expertise in Boomi AtomSphere and general enterprise integration best practices.

JumpStart Services: Depending on the service purchased, either a web-based training and consulting service to help Customer become self-sufficient in using the Service or an onsite service involving integration consulting, assistance defining and implementing a pilot integration process and, if purchased, Boomi AtomSphere training and certification.

Support Services: Dell Boomi’s goal is to provide support according to the tables below, depending on the level of support you’ve purchased. Standard Business Hours are defined by region:

Asia Pacific (APAC): 8am — 8pm GMT+11, Monday — Friday
Americas: 8am — 8pm ET, Monday — Friday
Europe, Middle East, Africa (EMEA): 8am — 8pm GMT, Monday — Friday

Extended Business Hours are from Sunday 5pm – Friday 8pm ET. If you believe Dell Boomi has failed to respond to your support request in a timely manner, please contact us at customersuccess@boomi.com and we will work to remedy the situation.

  Standard Premier Premier Plus
Hours of Coverage

Standard Business Hours

24x7 for Severity 1

Standard Business Hours

24x7 for Severity 1

Extended Business Hours

24x7 for Severity 1

Support Channels

User Forums

24x7 Web Portal Access

User Forums

24x7 Web Portal Access

Live Chat

Phone

User Forums

24x7 Web Portal Access

Live Chat

Phone

Number of Cases 15 / year Unlimited Unlimited
Case Overage Charge Overages are charged at then current list price None None


Support Response Time
Severity 1 (Urgent): Security breach or complete system failure. Significant parts of the system are not secure or are inaccessible or inoperable. There is no viable workaround.

1 hour

1 hour

1 hour

Severity 2 (High): Primary business requirements could not be met. There are no easily apparent viable workarounds. Performance, functionality, or usability is seriously degraded. 2 business days 8 business hours 4 business hours
Severity 3 (Medium): Business requirements can be met with the system. Workaround is apparent. Performance, functionality, or usability is not seriously degraded. 2 business days 8 business hours 4 business hours
Severity 4 (Low): May be addressed in a future release at Dell Boomi’s discretion. Minor typos, wish list suggestions, but not a required change. Would not affect release accuracy or usability in any significant way. 2 business days 8 business hours 4 business hours

Service Levels

Dell Boomi makes the Service available to you pursuant to the Boomi AtomSphere Service Level Agreement (“SLA”), which is posted at www.boomi.com/sla and is hereby incorporated into this Service Description. The SLA may be amended from time to time by Dell Boomi, and any such amended version of the SLA will be the operative SLA with respect to this Service Description and the Service (i) from that point forward, or (ii) upon the next renewal date of the term, if Customer provides written notice of Customer’s objection to the change within 30 days of the amendment. Any new features added by Dell Boomi that update, augment, or enhance the Service will also be subject to this Service Description.

Billing

Billing is done on an annual basis up-front, except in the case of Consulting Services that are purchased separately, and is payable in accordance with the payment terms set forth in your Order Form.

If Dell Boomi is hosting the Boomi Atom in the Dell Boomi Cloud, the Boomi AtomSphere fees (as listed on your Order Form) include up to one (1) gigabyte of data processed per Boomi Atom per month (the “Base Amount”). If you exceed the Base Amount, you will be invoiced an additional seventy-five dollars a month in additional data volume fees for each gigabyte or fraction thereof processed in excess of the Base Amount.

Dell Boomi may impose a reconnection fee in the event Customer’s account is suspended and Customer thereafter requests access to the Services.

The activation date (“Activation Date”) of this Service Description is the date on which the related Order Form is executed by the Customer and accepted by Dell Boomi. Billing will begin on the start date specified in the Order Form (the “Billing Start Date”).

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

Data Transfer

If Customer uses a Boomi Atom that is hosted by Boomi or engages the ViewData function, Customer data will be transferred to the Boomi AtomSphere platform in the United States. For the purposes of any such transfer, and as required by the applicable Software Transaction Agreement ("STA") that governs Customers’ use of the Service, Dell Boomi will put in place adequate protection to safeguard the Customer data as follows: (i) to the extent Customer data is confidential, Dell Boomi will protect such data in accordance with the confidentiality terms set forth in the STA, (ii) Dell Boomi will use appropriate technical and organizational measures to protect Customer data (including any personal data) against accidental or unlawful destruction or accidental loss, alteration, unauthorized disclosure or access, and (iii) Dell Boomi will obligate its subcontractors and/or business partners who may have access to the Customer data to adopt equivalent security measures to those set out in subsection (ii) above.

Miscellaneous

Other than with respect to the Boomi AtomSphere, no hardware or software is being transferred, sold, leased or licensed to Customer under this Service Description. To the extent Dell Boomi uses hardware or software as part of its delivery of the Service, such hardware or software will be licensed, owned or otherwise held by Dell Boomi. Upon successful implementation of the Service, Customer agrees to reasonably support reference activities including press releases, case studies, reference calls and speaking engagements.

Terms & Conditions

Availability varies by country. To learn more, customers and Dell Channel Partners should contact your sales representative for more information.

© 2014 Dell Inc. All rights reserved. Trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Specifications are correct at date of publication but are subject to availability or change without notice at any time. Dell and its affiliates cannot be responsible for errors or omissions in typography or photography. This Service Description is governed by and subject to the terms and conditions in Customer’s separate signed master services agreement with Dell to the extent such agreement explicitly authorizes Customer to order the Service or, in the absence of such agreement, Dell's terms and conditions of sale apply and are available on request or online at www.Dell.com/cloudterms.