Service SLA

Ways to contact us

✉️ Email our customer success team (care@getboomerang.ai)
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Slack us on the common slack connect group (not individual DMs since the person on the other end might be offline at that moment)
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📞 Call us directly for any time-sensitive issues
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US: +1-415-316-5162
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Rest of the World: +91-97267-66235

Hours of Operation

US: 6AM ET to 4PM PT
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Rest of the World: 5:30AM GMT to 5:30PM GMT

Severity levels

The Boomerang Technical Support team determines the severity of an issue. We consider the customer's position and follow these guidelines to determine priority. Below are the response time SLAs:

Severity

Description

Production software is unavailable; all customers are blocked and productivity halted

Basic support

Advanced Support

3 hours

1 hour

Production software is available; functionality or performance is severely impaired

4 hours

2 hours

Production software is available and usable with partial, noncritical loss of functionality. Or, production software has an occasional issue that customer would like to be identified and resolved. Also includes requests for help with administrative tasks

16 hours

4 hours

Cosmetic issues or request for general information about the software, documentation, processes, or procedures

24 hours

14 hours

Escalation procedure

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If the business impact of a support request changes or a ticket is not being handled according to your expectations, you may escalate the ticket.
Please first speak with the Technical Support representative assigned to the ticket to ensure that the business impact and urgency is understood.
You may further escalate by contacting:

1st level of escalation: Named Customer Success Manager
2nd level of escalation: Founder & CEO

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Service Level Agreement

Ways to contact us

Hours of Operation

Severity levels

Escalation procedure