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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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