Infor Xtreme Support Expands Customer Support Choices

Keywords: Customizable Portal, Proactive Support, Three Plan Options, Personalized, Proactive.

Infor, a leading provider of business application software serving more than 70,000 customers, announced Infor Xtreme Support, a new support program that features specialized, personalized, and proactive customer support, a consumer-grade support portal and three choices of support plans. Setting a higher standard for vendor support, Infor Xtreme Support helps customers address technical and non-technical matters and keep critical systems running at top speed.

News Points

• Infor Xtreme Support provides customers with access to experienced support engineers who have industry and customer specific knowledge, are intimately familiar with Infor software, and can work with customers' own technical staff to deliver rapid, focused responses to incidents to help keep business systems running smoothly.
• Infor Xtreme Support is available 24 hours a day, seven days a week, 365 days a year through the entirely new, customizable Xtreme Support portal. The portal provides users with easy-to-access critical support resources including software patches, service packs, updates, release notes, a comprehensive knowledge base, recorded briefings, and online communities. These resources are coupled with the portal's new consumer-grade user interface that enables users to set their viewing preferences in order to access and use information faster and more effectively.
• ION Support Assistant (ISA) is an automated tool that gathers information about the setup and environment of a user's Infor software. ISA provides Infor Xtreme Support engineers with an assessment of a customer's situation and helps them resolve incidents more rapidly. Additionally, ISA enables users to receive proactive alerts to potential problems and associated resolutions, helping business systems run at optimum levels to deliver more value.
• Infor Xtreme Support introduces three program options, allowing customers to choose the level of support that fits their organization's needs, size and complexity. These include:
  • Xtreme – customers receive support for an unlimited number of incidents, continuous online support through a portal that is available 24/7, priority queuing based on the severity of an incident, telephone support, remote access, and 24/5 support for critical issues and more.
  • Xtreme Premium – customers get all the benefits of Infor Xtreme plus extended critical incident support, which targets a one-hour response time to the most critical issues, regardless of hour or day. Premium customers also have access to live, interactive briefings with Infor experts throughout the year.
  • Xtreme Elite – customers get all the services of Xtreme Premium and an assigned Xtreme Elite Account Manager. The Elite Account Manager is dedicated to help resolve issues and deliver customer satisfaction. Xtreme Elite may be the best choice for more complex, multinational organizations or for customers that simply require priority support and more personal assistance.

ARC Advisory Group