Between 09:00 - 17:00 CET


  • Non-urgent issues must be reported through the Appronto support portal. 
  • Urgent issues must be reported through both
    1. the Appronto support portal
    2. a phone call to +31-85-8000045. If the phone call is not received, the issue will not be handled with priority urgent.


Between 17:00 - 09:00 CET


  • All issues must be reported through both
    1. the Appronto support portal 
    2. a phone call to the special support service number +31-85-7733369. If the phone call is not received, the issue will not be picked up.


How-to log a Boomi support ticket

  1. Goto https://support.appronto.nl
  2. Login into your account
  3. Click on "New Support Ticket"
  4. Enter the required fields of the ticket form. 
    • Requester: your email address
    • Product: Boomi
    • Type: enter the issue type (change request, question, ...)
    • Subject: the subject of the issue
    • Application: the name of the Mendix application or Boomi component (integration process, API, workflow ,...)
    • Impact SLA: the impact of the issue on the business (low, medium, high)
    • Urgency SLA: how urgent is your issue? (low, medium, high)
    • Priority customer: the priority of the issue according to you, the customer (low, medium, high, urgent)
    • Description: a detailed description of the issue including error messages and screenshots


The priority of an issue


The priority of a call is determined based on two factors, the impact and urgency.


Impact

  • High: an issue in the production environment of a Boomi component that has a large impact on the business of the Customer and where (almost) all users suffer from.
  • Medium: an issue in the production environment of a Boomi component that impacts on the business of the client and where a group of users suffer.
  • Low: A trivial issue in the production environment of a Boomi component with no direct impact on the business of the Customer.


Urgency

  • High: the operational functionality of the Boomi component is severely disrupted.
  • Medium: the operational functionality of the Boomi component is partially disrupted.
  • Low: the operational functionality of the Boomi component is (almost) not disturbed.


Priorities


Example: if the impact of an issue is "high" and the urgency is "high", the priority of an issue is "urgent".



Impact
UrgencyHighMediumLow
HighUrgentHighMedium
MediumHighMediumLow
LowMediumLowLow