What does AceMQ Boomi support include?

24/7 emergency incident response with a 15-minute SLA, root cause analysis on every P1, Atom memory and performance tuning, connector and pool configuration, EDI and trading partner issue resolution, Boomi platform upgrades, and per-connection license cost governance. Every ticket is handled by a named senior engineer on your account — no tier-1 triage and no per-incident charge.

Why does our Boomi Atom run out of memory under load?

Typically the combination of JVM heap allocation and process design. Boomi maps operating on large document bodies materialize the entire document in memory — one large payload is manageable; ten concurrent ones at the default JVM heap settings are not. We profile heap usage against your actual concurrent process executions, review map logic for full-document materialization, and size the JVM to real load rather than adding Atoms to paper over the problem.

How is AceMQ Boomi support different from Boomi's own support?

Boomi supports the AtomSphere platform as a product. We support the integrations you built on it. Process design, map logic, connector pool configuration, JVM sizing, EDI trading partner configuration, and the backend systems on both ends of your integrations are outside Boomi's support boundary and inside ours. The two are complementary — we also help you build a clean, evidenced case when an issue is a genuine platform defect.

Can you help reduce our Boomi per-connection licensing cost?

Frequently. The pattern we see is a connection inventory that grew to include connectors added for a project and never decommissioned, or multiple Atoms running similar integrations that could be consolidated. We inventory active connections by execution volume, identify dormant connectors and consolidation opportunities, and recommend architectural changes that reduce the connection count before renewal — with measured evidence rather than guesses.

Our EDI process is failing. Can you diagnose it quickly?

Yes, and EDI failures are usually traceable to a small set of causes: ISA control number mismatches, partner-specific functional group configuration that was set at go-live and not updated, 997 acknowledgement handling that doesn't match the partner's expectation, or connectivity issues on the AS2 or SFTP channel. We triage the specific interchange and trading partner profile before assuming the issue is on our side.

Do you support Boomi Molecule deployments as well as single Atoms?

Yes, including Molecule clusters on-premise, on AWS, on Azure, and on Google Cloud. Molecule failures have a different diagnostic profile than single-Atom failures — shared working directory access, head node health, and inter-node connectivity are all factors before looking at the application layer. We support the infrastructure layer alongside the Boomi processes rather than treating it as someone else's problem.

How is AceMQ Boomi support priced?

Support is priced as an annual contract based on your environment size, required SLA tier, and coverage hours — not per incident or per ticket. Contact us for a quote returned within 24 hours.

Boomi Support

24/7 Boomi Support with a 15-Minute Emergency SLA

AceMQ supports the Boomi processes and AtomSphere integrations you run in production — Atoms exhausting heap under concurrent load, processes stalling on connector timeouts, EDI trading partner issues halting order flows, and environment configurations that looked right but break under real throughput. Every ticket reaches a named senior engineer who knows Boomi's failure modes, not a help desk.

Senior Boomi engineers on call right now — 24/7/365

15 min emergency SLA24 /7 global coverage130 + enterprise customers26 + countries served

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Trusted for mission-critical Boomi by teams in finance, healthcare, defense, and telecom

Escalation Path

Your first hour of a Boomi outage

Most vendors publish an SLA number. This is what actually happens, minute by minute, when you page a senior AceMQ engineer.

T+0

You page us

Phone, email, or Slack — any channel reaches the on-call senior engineer directly. No web form, no tier-1 queue.

T+15

Named engineer live

A senior engineer who already knows your environment joins a live bridge. Zero cold-start, no re-explaining your topology.

T+30

Root cause isolated

Direct broker access, log and metric review, and a working hypothesis with a rollback plan before we touch anything.

Post

Written RCA

Documented root cause, the fix applied, and the prevention steps — delivered after every P1, not just when asked.

Response Times

SLA tiers, contractually guaranteed

Every tier reaches a senior Boomi engineer. There is no tier-1 triage layer to get through.

P1 — Emergency

15 min

Production down, messages not flowing, cluster or broker failure

P2 — Critical

1 hour

Severe degradation, rising error rates, approaching capacity limits

P3 — High

4 hours

Performance issues, configuration problems, non-critical failures

P4 — Standard

Next day

Questions, guidance, best practices, non-urgent improvements

Incident Triage

Boomi problems we fix every week

These are real symptoms from real Boomi production environments — and the first thing our engineers check when one comes in.

Symptom you're seeingWhat we check firstTypical resolution

Boomi Atom running out of memory, processes failing or restarting

What we check firstJVM heap allocation against concurrent execution count and document size. Processes materializing large XML or JSON payloads in full — especially maps on large bodies — exhaust heap under concurrency. Check whether asynchronous processing is configured where synchronous blocking is the real issue.

Typical resolution1–3 hours

Boomi process executions queuing up, throughput dropping under load

What we check firstAtom thread pool configuration against the concurrency your processes need. The default worker thread count is often undersized for production workloads that grew since initial deployment. Also check whether queued processes are waiting on a slow backend connector rather than a thread pool constraint.

Typical resolution1–3 hours

Connector timing out or returning intermittent errors against a backend

What we check firstConnection pool limit and timeout settings on the connector component. A pool exhausted below concurrent demand makes processes queue waiting for a connection — the timeout then hits the connection wait, not the remote API. Check pool size, max wait time, and whether idle connections are being released.

Typical resolution1–2 hours

EDI process failing — 997 acknowledgement not received or rejected

What we check firstISA control number sequence, functional group configuration, and partner-specific interchange settings. A 997 rejection usually means an envelope mismatch — incorrect ISA06 qualifier, duplicate control number, or functional group ID not matching what the trading partner expects. Check the trading partner profile against the partner's specifications.

Typical resolution1–3 hours

Boomi process deployed successfully but not executing on schedule

What we check firstAtom status on the process's assigned Atom or Molecule — a scheduled process silently stops running when its Atom is unhealthy or the schedule listener has stalled. Also verify the schedule is attached to the correct Atom environment and the process component version promoted matches what you expect.

Typical resolutionSame day

Boomi API gateway returning 500 or not routing requests to the backend

What we check firstAPI component configuration — shared server port binding, SSL certificate validity, and the route mapping between the API endpoint and the backing Boomi process. A certificate expiry on the shared web server will bring down all APIs on that Atom simultaneously.

Typical resolution1–2 hours

Documents processed twice after an Atom restart or process re-deployment

What we check firstWhether the process uses a start shape with a connector that supports 'Get' with acknowledgement, or whether reprocessing is triggered by the restart polling documents not yet fully committed. Boomi's at-least-once behavior means idempotency handling must be explicit in your process design, not assumed.

Typical resolution2–4 hours

Boomi Molecule node failing to join the cluster after restart

What we check firstNetwork connectivity between Molecule nodes on the Atom working directory share. Molecules require shared storage — typically NFS — and if the mount is unavailable or permissions changed, the node starts but cannot see the shared working directory and fails to join. Also check whether the head node is healthy before investigating satellite nodes.

Typical resolution1–3 hours

Resolution times reflect typical Boomi engagements under an active AceMQ support contract. Every P1 closes with a written root-cause analysis.

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What's Included

Everything in your Boomi support contract

No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.

Emergency Incident Response

Atoms failing, processes stalling, EDI order flows halted, or API gateway returning errors. A senior engineer joins a live bridge within 15 minutes with access to diagnose — not a ticket acknowledgement or a request to open a Boomi support case.

Atom & License Cost Governance

JVM sizing against actual concurrent process load, connection pool right-sizing, identification of dormant connectors consuming license entitlements, and Atom consolidation where sprawl has driven unnecessary per-connection cost.

Process Performance & Memory Tuning

Heap profiling against real document sizes, map and transformation review for memory-inefficient patterns, thread pool configuration against actual throughput, and asynchronous execution pattern design for high-volume scenarios.

Root Cause Analysis

Every P1 closes with a written RCA: what failed, why, the fix applied, and the process, connector, or Atom configuration change that prevents recurrence. Delivered as standard on every production incident.

Connectors, EDI & B2B

Database, Salesforce, SAP, HTTP/S, AS2, SFTP, and VAN connectors configured for the delivery semantics and error handling your integrations need. EDI acknowledgement handling, trading partner profile configuration, and interchange issue resolution.

Upgrades & Environment Management

Boomi Atom runtime upgrades, connector version management across environments, Molecule topology changes, and migration off Boomi entirely where the per-connection licensing math has stopped working.

Anywhere You Run It

We support Boomi wherever it's deployed

Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.

Boomi Cloud AtomBoomi Local AtomBoomi Molecule (HA cluster)Boomi AtomSphere platformBoomi API ManagementBoomi EDI / Trading Partner ManagementAWS (EC2, ECS, EKS)Microsoft Azure (VMs, AKS)Google Cloud (GCE, GKE)On-premise / bare metal Atom deploymentsAir-gapped / restricted egress environmentsHybrid cloud Molecule deployments

Why AceMQ

What you get that you don't get elsewhere

We Treat Connection Spend as an Engineering Problem

Boomi per-connection licensing is often reviewed at contract renewal, not during the year. We track active connection usage against entitlements, identify dormant or consolidatable connectors, and fix the underlying architecture before you renew at the wrong tier.

Named Engineers, Zero Cold Start

The same senior engineers stay on your account. When a P1 call comes in at 3 a.m., diagnosis starts immediately — not after twenty minutes of someone learning your integration estate from scratch.

Deep on the Messaging and Data Movement Layers

Most Boomi incidents touch a backend system as much as the Boomi process itself — SAP connection limits, Salesforce API governor limits, database pool exhaustion. We debug both sides, not just the Atom.

No Tier-1 Triage Layer

You reach a senior engineer directly by phone, email, or Slack. No help desk collecting information to pass to a Boomi-knowledgeable resource, and no escalation approval between you and someone who can actually fix the integration.

We Debug the Layers Boomi Won't

Boomi supports the AtomSphere platform. Your process design, map logic, connector configuration, JVM sizing, and the backend systems on both ends of your integrations are yours — and that is where incidents originate.

Genuine Follow-the-Sun Coverage

Engineers across 26+ countries and every time zone. Your 3 a.m. EDI failure is someone's mid-afternoon, not an overnight skeleton crew waiting for a region to wake up.

FAQ

Boomi support questions

When an Integration Stalls, Every System Behind It Waits

Whether you need emergency response tonight or a support contract that keeps your Boomi Atoms stable and per-connection costs honest, AceMQ staffs every engagement with a named senior engineer. Support quotes returned within 24 hours.

Get in Touch

Talk to a Support Expert

Send us a message and we'll follow up within one business day — or book a free 30-min consultation directly.

305-204-2607

info@acemq.com

66 W. Flagler St. 9th Floor
Miami, FL 33130

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