Infor CloudSuite Support Plan

Infor CloudSuite Support Plan Features

Infor Business Application provisioned as full service to users in your organization. This includes ongoing updates and upgrades, and IT operations.

Defined Incident Response With Infor's defined incident response targets, you will know when we expect to respond to your support incident, based on incident severity, product, and the support plan options you choose.

Unlimited Incidents A designated contact may log an unlimited number of support incidents with Infor.

Continuous Online Support The Xtreme Support portal is available to you 24x7 to log incidents, or find information within the knowledge base.

Telephone Access During business hours, you may contact our support team via phone.

Priority Incident Queuing We will prioritize your support incidents based on severity.

Access to Online Communities are part of Infor's social networking tools that allow you to communicate with and ask questions of your peers, who may have the same Infor Subscription Software, environment configuration, and industry challenges.

Recorded Briefings You will have access to recorded sessions featuring Infor support resources addressing common topics of interest. You can also request that Infor create Recorded Briefings on specific topics.

Infor CloudSuite Subscription Options*

Critical Incident Support 24x7 support for severity 1 issues

Administration Services are a bundled set of service offerings, delivering up to twenty (20) days of specific services that commonly fall into one of these broad categories; Application Administration, System and Data Administration, Best Practices, Reports, and Branding. These remote services are delivered by Infor experts who can execute these routine tasks on your behalf within a specific Infor CloudSuite application. You decide upfront or throughout the year, which of these services is most beneficial to your organization, or we will provide recommendations based on the resources and skills within your organization.

Customer Success Manager A Customer Success Manager (CSM) is an Infor Support account manager assigned to provide advice and guidance to the customer's Infor CloudSuite application. The CSM provides regular reviews to evaluate consumption and adoption trends and recommend best practices around technology utilization. The CSM interfaces with identified resources at both your company and at Infor to help ensure any support issues are resolved.

*Options not available on all products.