{"id":1178,"date":"2024-08-12T15:35:25","date_gmt":"2024-08-12T15:35:25","guid":{"rendered":"https:\/\/boomi.com\/?page_id=1178"},"modified":"2025-09-25T10:52:48","modified_gmt":"2025-09-25T14:52:48","slug":"support","status":"publish","type":"page","link":"https:\/\/boomi.com\/services\/support\/","title":{"rendered":"Customer success"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":0,"parent":1168,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-part\/template-landingpage.php","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-1178","page","type-page","status-publish","hentry"],"acf":{"enable_tab_menu":"no","nav_item":null,"select_hero_design":"gradient","select_hero_background":"bg-dark","landing_background_image":10373,"anchor_nav":false,"hero_heading":"Boomi customer success & support","hero_description":"From onboarding through development, we\u2019ll work with you on training, consultation and more to make sure you\u2019re achieving your key business outcomes.","primary_cta":{"title":"Get on-demand training","url":"https:\/\/community.boomi.com\/s\/my-learning","target":""},"secondary_cta":{"title":"Contact us","url":"\/company\/contact\/","target":""},"image":"","add_media":"","video_option":"","use_localized_videos":"false","use_video":"","brightcove_video":"","mp4_video":null,"video_url":null,"hero_video_embed":"","video_autoplay":"","video_embed_ja":"","video_embed_fr":"","video_embed_it":"","video_embed_de":"","timed_accordion_item":1,"popup_module_content":"","popup_module_cta":null,"hero_subheading":"","module_id":"","module_class":"","connector_logo_style":"","connector_logo_1":null,"connector_logo_2":null,"page_component":[{"acf_fc_layout":"anchor_component","anchor_id":"Benefits"},{"acf_fc_layout":"card_component","main_heading":"Excellence in service","main_cta":{"title":"Contact us","url":"https:\/\/boomi.com\/company\/contact\/","target":""},"main_subheading":"Take advantage of strategic and technical expertise for assessing requirements, building roadmaps, developing code, applying best practices, and managing projects to completion. 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Dedicated experts empower your staff with the training and resources they need.","add_card_cta":"no","card_cta":null,"link_card_button":"button"}]},{"acf_fc_layout":"full_width_cta","component_design":"left-aligned","background_color":"#181caf","eyebrow_text":"","image":"","image_url":"","pattern_image":3188,"heading":"Get free training and certification","description":"Boomi offers top-tier on-demand support for timely, value-driven results through world-class resources and training.","cta":{"title":"Start on-demand training","url":"https:\/\/community.boomi.com\/s\/my-learning","target":""},"secondary_cta":"","dual_primary_cta":null,"dual_secondary_cta":null,"avatar_button_primary":"false","avatar_button_secondary":"false","avatar_image_primary":null,"avatar_image_secondary":null,"module_id":"","module_class":""},{"acf_fc_layout":"wysiwyg","full_width":"on","remove_spacing":"off","content":"<h2 style=\"text-align: center;\">Boomi Customer Care Support Plans<\/h2>\r\n<p style=\"text-align: center; max-width: 42rem; margin: 0 auto 45px auto;\">To accomodate your application integration and data management needs, Boomi provides multiple levels of support.<\/p>\r\n<style>.freeze-col {position: sticky;left: 0;background-color: #fff;z-index: 1;}table thead th {min-width: 8rem;line-height: 2;background-color: #4b4fe2!important;color:#fff;}table tr td:first-of-type {background: #f5f5f5;}table td:not(:first-of-type) {text-align: center;}.wysiwyg-section img {border-radius: 0;}@media screen and (max-width:768px) {.table-container {overflow-x: auto;display: block }}<br \/><\/style>\r\n<div class=\"table-container\">\r\n<table>\r\n<thead>\r\n<tr>\r\n<th class=\"freeze-col\"><\/th>\r\n<th>Basic Support<\/th>\r\n<th>Enhanced Support<\/th>\r\n<th>Advocate Bundle<\/th>\r\n<th>Side by Side Bundle<\/th>\r\n<\/tr>\r\n<\/thead>\r\n<tbody>\r\n<tr>\r\n<td class=\"freeze-col\">Self Service Community<\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\">Support Cases Allowed<\/td>\r\n<td>5 cases per subscription year<\/td>\r\n<td>Unlimited<\/td>\r\n<td>Unlimited<\/td>\r\n<td>Unlimited<\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\">Support Access<\/td>\r\n<td>Portal Only<\/td>\r\n<td>Portal | Phone | Chat<\/td>\r\n<td>Portal | Phone | Chat<\/td>\r\n<td>Portal | Phone | Chat<\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\">\r\n<p data-pm-slice=\"1 1 []\">Support Hrs. of Coverage (M-F)<\/p>\r\n<\/td>\r\n<td>8 AM - 5 PM in region<\/td>\r\n<td>8 AM - 8 PM in region<\/td>\r\n<td>8 AM - 8 PM in region<\/td>\r\n<td>24 hours<\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\">Support Response SLA - SEV 1<\/td>\r\n<td>4 business hrs in region*<\/td>\r\n<td>1 hr initial response time (24\/7)<\/td>\r\n<td>1 hr initial response time (24\/7)<\/td>\r\n<td>1 hr initial response time (24\/7)<\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\">Support Response SLA - SEV 2-4<\/td>\r\n<td>2 business days in region*<\/td>\r\n<td>8 business hrs in region*<\/td>\r\n<td>4 business hrs in region*<\/td>\r\n<td>2 hrs 24\/5 in region*<\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\">Escalations<\/td>\r\n<td>N\/A<\/td>\r\n<td>Sev 1 only<\/td>\r\n<td>Sev 1 &amp; 2 only<\/td>\r\n<td>All Cases<\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\"><a href=\"https:\/\/community.boomi.com\/s\/article\/A-guide-to-your-New-Boomi-Customer-Care-Bundles\" target=\"_blank\" rel=\"noopener\">Technical Account Manager<\/a><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/x-check-icon-new.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td>with Expert Bundle upgrade<\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\"><a href=\"https:\/\/boomi.com\/platform\/boomi-insights\/\" target=\"_blank\" rel=\"noopener\">Boomi Insights<\/a><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/x-check-icon-new.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td>with Expert Bundle upgrade<\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\"><a href=\"https:\/\/community.boomi.com\/s\/article\/Understanding-Boomi-s-Platform-Development-Assurance-Services\" target=\"_blank\" rel=\"noopener\">Platform Dev &amp; Assurance<\/a><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/x-check-icon-new.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td>with Expert Bundle upgrade<\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\"><a href=\"https:\/\/community.boomi.com\/s\/article\/A-guide-to-your-New-Boomi-Customer-Care-Bundles\" target=\"_blank\" rel=\"noopener\">Platform Architect<\/a><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/x-check-icon-new.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/x-check-icon-new.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<\/tr>\r\n<tr>\r\n<td class=\"freeze-col\"><a href=\"https:\/\/community.boomi.com\/s\/article\/A-guide-to-your-New-Boomi-Customer-Care-Bundles\" target=\"_blank\" rel=\"noopener\">Enterprise Architect<\/a><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/x-check-icon-new.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/x-check-icon-new.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/x-check-icon-new.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<td><img src=\"\/wp-content\/uploads\/check-icon.svg\" width=\"27\" height=\"29\" \/><\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/div>\r\n<p style=\"text-align: center;\">View our <a href=\"https:\/\/boomi.com\/legal\/customercare\/\" target=\"_blank\" rel=\"noopener\">Customer Care Service Description<\/a> for more information.<\/p>\r\n<p style=\"text-align: center;\">If you are on a Legacy Support Plan you can find more information <a href=\"\/services\/support\/legacy-plans\">here<\/a>.<\/p>","module_id":"","module_class":"","vertical_padding":"md"},{"acf_fc_layout":"full_width_cta","component_design":"default","background_color":"#4b4fe2","eyebrow_text":"","image":null,"image_url":"","pattern_image":null,"heading":"Get started with intelligent integration and automation","description":"","cta":{"title":"Start free trial","url":"\/form\/trial\/","target":""},"secondary_cta":{"title":"Watch demo","url":"\/boomi-product-demo\/","target":""},"dual_primary_cta":null,"dual_secondary_cta":null,"avatar_button_primary":"false","avatar_button_secondary":"false","avatar_image_primary":null,"avatar_image_secondary":null,"module_id":"","module_class":""}]},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v26.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer success | Boomi<\/title>\n<meta name=\"description\" content=\"We drive customer success. 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