Infor SaaS Support

Premium Support

• Infor Business Application: Provisioned as full service to users in your organization. This includes ongoing updates, 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, business impact, product, and the support options you choose.
• Unlimited Incidents: There is no limit to the number of incidents you can submit.
• Continuous Online Support: Infor Concierge is available to you 24x7 to log incidents or find information within the knowledge base.
• Telephone Access: During business hours, you can contact our support team via phone.
• Priority Incident Queuing: We will prioritize your support incidents based on severity and support plan.
• Online Communities: 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 or industry challenges.
• Interactive Briefings: You may attend interactive briefing sessions featuring Infor support resources addressing common topics of interest. You can also request that Infor hold interactive briefings on specific topics.
• Critical Incident Support: Infrastructure outages and critical application halted situations are supported 24x7 until your subscription software is operational, a commercially reasonable workaround is in place, or the incident severity can be lowered.

Please note: For customers who are on the Infor Essential Support plan, 24x7 support is provided for system outages, 24x5 support is provided for application issues.

Options for eligible products only:

CareFor Success

CareFor Success provides customers with guidance and insights to help increase the value of their Infor products and services, as well as an enhanced level of product support.

In addition to the Premium Support Plan content, you also receive:

• Enhanced Response Times: Enhanced target response times for customer support incidents, defined in your Infor Service Level Agreement.
• Live Qualification of Severity 1 and 2 Issues: Initial response and triage delivered through a live session via phone or screen sharing.
• CareFor Priority Queueing: Customer support incidents receive priority ahead of equal severity level incidents from non-CareFor customers 
• Special Event Support: Weekend support for all severity level incidents for one (1) event per calendar year identified by Customer in advance

Customer Success Plus (CS+)

Customer Success Plus is designed to be a comprehensive, proactive program that elevates your support experience with best practice recommendations and a personalized path to documented business objective achievement throughout all phases of your Infor partnership. In addition to the Premium Support Plan content, you also receive:

• Customer Success Manager (CSM): Designated advocate who is your single point of contact to advise on planning, support and execution of your documented strategic business objectives
• Enhanced Response Times: Enhanced target response times for customer support incidents, defined in your Infor Service Level Agreement.
• Live Qualification of Severity 1 and 2 Issues: Initial response and triage delivered through a live session via phone or screen sharing.
• CareFor Priority Queueing: Customer support incidents receive priority ahead of equal severity level incidents from non-CareFor customers
• Special Event Support: Weekend support for all severity level incidents for one (1) event per calendar year identified by Customer in advance