Infor on the Road 2013 System i Xtreme Support Presentation by Peter Thornton, Manager - Support Operations, Infor

1. System 21 Support Update
Peter Thornton, Manager – Support Operations, Infor
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2. Proactive Support
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Infor Support Assistant
Xtreme notifications
Upgrade Assistant
Product Briefings
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3. Infor Support Assistant (ISA)
Xtreme Support
Customer
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I
S
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Automatic Transfer
Adhoc data Transfer
KB
Data
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Information ready to assist you
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4. Patch Assistant
Action Items App
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
Register for Interactive Briefings
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5. Critical Notifications
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 5
Register for Interactive Briefings
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6. 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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7. ISA Availability for System 21
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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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8. Upgrade Assistant
Product Upgrade App
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
Register for Interactive Briefings
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9. System 21 v3.0 Summary
• Select “S21 Conversion and
Installation
Product”
• Select your
current version
• Click Search
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10. System 21 v3.0 by Product
• Select the
application you
are interested in
• Select your
current version
• Click Search
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11. Product Briefings
• Providing additional value for
support via pre-recorded training
sessions that average in length
from 5 - 15 minutes
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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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12. Copyright © 2013. Infor. All Rights Reserved. www.infor.com
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