Spread the word, Infor CRM has some exciting Support updates for FY16! Read all about the new programs, support plans, upgrades and renewal process.
Q1 FY16 reconnect program- extended through Q1 of FY16
If you have been off Support for more than 6 months, you have these two options to get back on Support:
Option 1: We will waive all of the back support fees and reinstatement fees owed provided you make a two-year go-forward Support commitment. Both years must be paid up front.
Option 2: We will waive all of the back support fees and reinstatement fees owed provided you make a three-year go-forward Support commitment. Each year will be invoiced annually.
Maintenance renewal due date
To continue the process of bringing Infor CRM into our standard billing practice, we are working to send out our Support renewals 90 days in advance of the due date, which is 30 days prior to the maintenance expiration date. This is designed to help give you additional time to review your invoices and ask questions. It can also help allow for sufficient payment processing time. Most importantly, this process is designed to help protect you from any unexpected support entitlement issues.
Infor’s current co-term policy for add-on orders states: “Each time a customer licenses new software, the customer will be required to purchase a full year of add-on Support.” Applicable license fees and support fees for that initial one-year period will be due upon execution of the order form. In the event the customer had committed to a longer period of Support (e.g. a multi-year Support commitment), fees are due and payable per the terms of that agreement.
At the time of the first renewal of the “add-on” Support, a customer’s assigned subscription services manager (SSM) will work with the customer to co-term the add-on Support with existing Support. These Support amounts will be listed as separate line items on the customer invoice. This separation is designed to allow customers to delineate Support costs, in the event there is internal cost allocation for a specific project, location, etc.
Infor Xtreme Support
Infor Xtreme Support is designed to be user-friendly and includes tools such as web chat, customer communities, and instant notifications to help customers find the answers to their questions.
The next generation of software support is here:
The Infor Xtreme Portal features almost 1 million Knowledge Base articles.
Infor Xtreme supports more than 25,000 users every day.
Portal Support is available in 8 languages.
The average tenure of our Support staff is 10.3 years.
Infor Xtreme won the Confirmit ACE (Achievement in Customer Excellence) Award for the seventh year in a row
Upgrade your Support plan
Three levels of Support are currently offered. CRM customers can upgrade from Bronze Support to one of these three great plans:
Xtreme Standard: 24×5 support for an unlimited number of incidents
Xtreme Premium: 24×7 phone support for critical incidents
Xtreme Elite: Dedicated account manager oversees and prioritizes your Support