Post on 15-Jan-2015
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1 Copyright © 2013. Infor. All Rights Reserved. www.infor.com
Copyright © 2013. Infor. All Rights Reserved. www.infor.com
1
System 21 Support Update
Peter Thornton, Manager – Support Operations, Infor
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Proactive Support • Infor Support Assistant
• Xtreme notifications
• Upgrade Assistant
• Product Briefings
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Infor Support Assistant (ISA)
Xtreme Support
Automatic Transfer
Customer
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Adhoc data Transfer KB
Data
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Information ready to assist you
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Register for Interactive Briefings
List of Missing Patches can be
displayed on the Action Items
Support App on the Patches tab
• Displays missing patch type
KB Articles by Product and
Environment
• Visual notification of number
Critical Patches missing.
• Displays last ISA collection
and when Infor Xtreme last
checked for missing patches
Action Items App
Patch Assistant
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Register for Interactive Briefings We can now notify you of any critical issues that affect you, based upon the ISA data
that we have collected. Not only will we notify you when we discover a critical issue,
along with potential workarounds, but also when we do have a final solution
Critical Notifications
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Advantages Of Infor Support Assistant (ISA)
• Faster resolution of incidents
• Proactive Support - preventative
• Find more information at www.infor.com/inforxtreme
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ISA Availability for System 21 • System 21 Aurora 3.0 and Workspace 2013 in Q.A. – November 2014
• Targeting completion for prior versions by end of year
• Generic Windows available today
• Targeting Generic System i for end of year
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Register for Interactive Briefings
Upgrade Assistant
List of KB Articles that can
assist you in upgrading your
products
• Only displays KB Articles
applicable to upgrading
• KB Articles are selected based
on the current and upgrade
version
• Quick and easy reference to
upgrade material
Product Upgrade App
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System 21 v3.0 Summary • Select “S21 -
Conversion and Installation Product”
• Select your current version
• Click Search
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System 21 v3.0 by Product • Select the
application you are interested in
• Select your current version
• Click Search
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Product Briefings
• Providing additional value for support via pre-recorded training sessions that average in length from 5 - 15 minutes
• Areas we receive high call volume
• Frequently accessed FAQ's
• New product functionality
• Key event e.g. stocktake, year end
• Available via the knowledgebase search, type “Product Briefing”
• Example “How to configure Internet Explorer for Workspace”
• We will continue to build these based on customer requirements
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