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Infor SaaS Support

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Premium Support

  • Infor Business Application: Provisioned as full service to users in your organization. This includes ongoing updates, upgrades and IT operations.
  • As defined in your Infor SLA Agreement, you will know when we expect to respond to your support incident, based on incident priority, business impact, and product.Incident Response:
  • 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.
  • Online Communities: The Infor Global Community allows you to interact with 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.
  • 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 priority 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 Enterprise

CareFor Success Enterprise provides access to success resources, programs and lifecycle value engagements to provide guidance and insights, as well as an enhanced level of product support, including: 

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

 For customers on Infor Government Solutions, CareFor Success Enterprise support and services are delivered by U.S. persons on U.S. soil. 

CareFor Success Professional

Provides access to success resources and programs to provide guidance during onboarding, implementation and adoption, as well as an enhanced level of product support, including:

  • 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

For Customers on Infor Government Solutions, CareFor Success Professional support and services are delivered by U.S. persons on U.S. soil.

Customer Success Plus (CS+)

Customer Success Plus is designed to be a 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 relationship.  CS+ also includes enhanced target response times for Support incidents, as defined in your Infor Service Level Agreement.

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