Infor response to COVID-19: CEO letter and FAQ

March 17, 2020

With the rapid development of COVID-19, it is a priority to help ensure the health and safety of our employees, customers, partners, and communities. We are working diligently to reduce the risk to our ecosystem, as well as to ensure that our customer support and services continue without interruption. Our thoughts are with our customers and Infor communities, people affected, and healthcare professionals who are working around the clock to help people in need.

At Infor, we are protecting our employees in affected areas by allowing them to work remotely, taking additional sanitary precautions, restricting visiting guests, and even physically closing some offices temporarily as needed. Our services and sales teams, as well as our partners, are working together to help meet our customers’ business-critical technology needs.

Customer Support, Cloud Operations, and Infor Consulting Services (ICS) are equipped to continue working without interruption. Using technology/online tools, we plan to continue business as usual, progressing toward planned milestones and providing you with support. Our workforce is equipped with laptops, VPN access, and conferencing tools to be able to work from home as needed. We are committed to providing exceptional service to our customers.

For more information, please see the FAQ below. We are thankful for our employees, customers, and partners, and look forward to emerging as a stronger community.

Kevin Samuelson
Chief Executive Officer
Infor


1. Does Infor have a business continuity plan?
Infor has a Business Continuity Plan in place. Our business continuity strategy covers a range of events and situations that could disrupt our business or otherwise affect our employees, customers, suppliers, vendors, office locations, or our global data centers. Pursuant to the Business Continuity Plan, Infor has created a dedicated cross-functional Global Crisis Management Team tasked with overseeing the company’s COVID-19 response. This team meets several times weekly to ensure the health and safety of our employees and to monitor and respond to any potential impact to our business.

As part of our response, we have made sure our support staff are set up to work remotely via virtual private network (VPN), allowing protected access to our support systems and customer records when required. We have also worked to provide any necessary support to ensure that our consultants are equipped to provide continued services remotely through use of safeguarded technology and online collaboration tools.

2. Will my cloud services be impacted?
At this time, we do not expect any disruption of our services due to the COVID-19 outbreak. lnfor designed its cloud services with a high degree of automation, resiliency, and self-healing capability. The services are also deployed across multiple data centers in separate geographical locations for fault tolerance at the data center layer.

3. Do you anticipate any disruption to support service levels at this time?
Infor expects to be able to provide support according to current service level objectives without disruption.

4.
Will Infor consultants continue to travel on-site to support our active projects? What are the alternatives to on-site visits?
Infor’s top priority is to keep our employees, customers and their families healthy and safe. As such and consistent with guidance received across jurisdictions in which we operate we have restricted all employee travel. Our workforce is equipped with laptops, VPN access, and conferencing tools to be able to seamlessly work remotely. We are committed to progressing toward planned milestones and providing you support and services through the use of various online collaboration tools and technology.

5. How will Infor provide updates on the impact of COVID-19?
Infor leadership and the Infor Global Crisis Management Team are continuously monitoring developments surrounding the COVID-19 outbreak. We will continue to communicate with our customers via local account teams, Infor Concierge, the Infor Support Portal, and User Community Boards.

Please continue to send your specific queries regarding Infor solutions through the Infor Support Portal. Should you have questions related to the impact of COVID-19, please contact your local account team or send an email to crisis.management@infor.com and a member of the Infor Global Crisis Management Team will coordinate and ensure that you receive a prompt response.

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