Introduction to Atturra ACP for Boomi Runtime Hosting

Boomi partners with Atturra, a Boomi Platinum Partner and leading provider of integration services, to offer end-to-end Boomi runtime hosting services in the cloud. Atturra Advanced Cloud Platform (ACP) is designed specifically for running Boomi with managed services and a secure, scalable infrastructure. Available in four tiered levels of hosting services, ACP also provides platform monitoring and composable add-on elements as needed.

 

How Boomi Partners With Atturra

 

How Support Works for Atturra ACP

• During Implementation/Migration Phase

During implementation of Atturra ACP runtime hosting services, customers communicate directly with Atturra project management and implementation team contacts per the implementation/migration project documentation provided by Atturra.

• After Implementation/Migration Phase

 

Boomi Support serves as the primary point of contact for Atturra ACP once the implementation phase is complete. Support services for Atturra ACP are part of and aligned with the support plans as described at boomi.com/services/support/. 

 

Atturra ACP Engagement & Escalation Matrix

 

Creating an Atturra ACP Case With Boomi Support

Follow the procedure outlined in the Boomi Support Guide here for submitting a case.

To  submit a new case , go to 'Support' and click on 'Support Center'

In the 'Contact Us' section, choose 'Create a Product Support Case'.

Enter a subject with ‘Atturra ACP’ in the title and provide as much information about the issue or request as possible. Select the correct environment classification. If 'Production' is selected, you will be asked to provide a Business Impact Percentage.

As you continue to the next page, suggested articles and content are displayed to try to help you resolve the issue quickly. If a suggested article resolves the issue, select "Yes, I found my answer". Otherwise continue with creating the case. Click "Return to Support Center"   to abandon the case creation.   

Provide detailed Description, Error Message, Component/Process URL, and Steps to Reproduce. When finished, click  Submit . You will have the option to attach any relevant log files, data files, screen shots, or other helpful information on the confirmation screen. You will see your new case number and receive an email confirmation.  

 

Viewing and Adding Comments 

As our support agent works with you to resolve the issue, comments will be added to the case. You will see the conversation history below the case details as well as receive an email for each reply.

To post a reply, simply enter your message and click Comment. You can attach additional files as well.

Note that the Atturra team will not see your case or comments, only the Boomi team will, as Boomi Support serves as the main contact for Atturra ACP support. If you feel that there is essential information that needs review by the Atturra team, please note this in your case comments and Boomi Support will treat the case accordingly.

  

NOTE: After entering a new comment, REFRESH your browser to see the new comment in the case history. We are working to improve this behavior.

 

Refer to the Boomi Support Center Guide for further details.