At Boomi, customer support is a top priority. We offer an array of services and support options to accommodate the diverse needs of our clients. Offerings can be used alone or combined to meet the unique needs of your business. The Boomi team is committed to our clients’ success and will work with you to ensure your integration processes are up and running quickly.
There are a number of ways to get your product questions and support issues answered quickly.
Online Reference Guide
Access a complete online reference guide that describes all the features and functionality within AtomSphere.
Forums
Access our online forums to submit your product questions and receive prompt feedback from the AtomSphere user community and Boomi’s Support Team. Benefit from networking and exchanging ideas with experienced AtomSphere users in an open, community environment.
Process Library and Tutorials
Access to the Process Library of sample processes and integration scenarios, best practices, and tutorials to get you started building integrations now!
Live Chat
Live Chat provides a real-time, online chat session with a member of the Boomi Support Team and is best utilized for quick questions. Live Chat is accessible from within the application for customers and free trial participants.
Support Packages
Boomi offers multiple support packages to accommodate your unique integration needs. Our Technical Support team is staffed by experienced integration consultants who can help you with your AtomSphere product questions as well as general integration assistance.
| Feature | Standard | Premier |
|---|---|---|
| Online User Guide and Reference Materials |  |
|
| Online Video Tutorials and Webinars | |
|
| User Forums | |
|
| 24/7 Web Portal Access | |
|
| Support Cases | 10/year* | Unlimited |
| Live Chat | 8am - 8PM EST M-F | 8am - 8PM EST M-F |
| Annual Health Check | |
|
| Phone Support | 8am - 8PM EST M-F |
*Additional support cases may purchased a la carte.
**All Severity Level 1 cases will be managed 24/7
Standard
Standard Support provides access to all the AtomSphere Reference Guides, User Forums, and general training material, along with Live Chat for quick questions/problems and 10 case submissions per year via the online Customer Portal. General issues and inquiries are responded to within two (2) business days.
Standard Support is included with all platform edition subscriptions, Boomi Widget purchases, and Trial Editions.
Premier
Premier Support provides the highest level of technical support for Boomi AtomSphere customers. Premier Support includes all the features of Standard Support with the addition of unlimited case submissions, 12/5 EST phone support for any severity issues as well as one (1) business day case response time.
Premier Support is included with Enterprise platform edition subscriptions. Basic and Professional edition customers may upgrade to Premier Support for an additional monthly fee.
Boomi offers a variety of Value-Added Services to optimize your investment in AtomSphere. From proactive monitoring of critical integration processes to completely managed development, maintenance, and support, our Value-Added Services allow you to rest easy, do more with less, and focus on your core business.
Value-Added Services are available on a subscription basis.
Managed Services | Processing Monitoring and Consulting
Managed Services
With Boomi's Managed Services, your integration implementation will be administered and continuously monitored through the life of your contract to ensure it is running smoothly. For one monthly fee, Boomi builds, maintains, and monitors your integration processes for you.
Includes:
- Subscription - AtomSphere connection subscription is included.
- Implementation - Initial integration process development.
- Maintenance - General process maintenance including bug fixes and minor configuration updates such as password changes.
- Enhancements - Five change requests per integration process per year.
- Support - Premier Support is included at no additional charge.
- Scalability - Additional integration processes can be added to your Managed Services agreement as needed.
Benefits
- Hassle-free setup of your primary integration
- Focus your time and resources on core business functions
- Rest easy knowing your business-critical integrations are being proactively monitored
- No one-time setup or implementation fees
- Predictable monthly cost
- Reduced time to detect and resolve errors
Process Monitoring
If you want to build integrations yourself but don’t have the resources to manage the day-to-day operations, Boomi’s Process Monitoring is the ideal solution for you. Boomi’s monitoring team will continuously watch your integrations to ensure they are running smoothly, notify you of any issues that arise, and proactively troubleshoot any problems. For a low monthly fee, you can have Boomi monitor all your integrations or only a select few business-critical processes.
Includes
- Proactive monitoring of process activity and alerts
- Email notification of data-related errors, application connectivity and configuration problems
- Retry/resubmit failed records
Benefits
- Rest easy knowing your business-critical integrations are being proactively monitored
- Allows you to focus on core business strategies
- Reduced time to detect and resolve errors
- Reduced number of support incidents
Consulting Services
Integration Consulting
Boomi’s professional services team is staffed with consultants who offer expertise in AtomSphere and general enterprise integration best practices. Boomi’s consultants can accelerate your implementation, provide best practice consulting, and deliver customized training. Consider leveraging Boomi’s expertise if you are short on IT resources and/or want to guarantee the success of your integration projects.
Consulting can be obtained several ways to best suit your specific needs: hourly, prepaid, or per interface.
Training
At Boomi, we recognize that proper training is critical to a successful experience with any application. Therefore, we offer several weekly web-based training sessions as part of your subscription to Boomi AtomSphere. In addition, private training sessions are available through Boomi Professional Services.
For more information regarding Boomi’s services and support offerings, please complete the form below and a representative from our sales department will be in touch.
