Providing a Variety of Support Levels to Meet Your Needs

Informatica Global Customer Support provides a well engineered, comprehensive set of support programs tailored to fit your needs. All support levels include:

• Access to the online Knowledge Base containing more than 7,000 articles
• Universal toll-free access to our centers worldwide
• Periodic maintenance releases as and when they are generally available
• Major product releases with options currently licensed
• Patches or emergency bug fixes on critical production issues

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New! -  In addition to our already comprehensive portfolio of service offerings we are pleased to announce four additional components to add to the great value you receive from our support organization:

• Remote Installation/upgrade
  Provides short term assistance in implementing patches and/or product upgrades. This option includes detailed review of plan, thorough review of fixes and features, assistance in acquiring related software and consultation as needed during the upgrade process.  Benefits include technical assistance drawn from our support staffs’ experience, lower risk of implementing system changes and knowledge transfer.
• Critical Milestone Support
  Focused support during a critical activity or milestone within your project.  This is a service that will add confidence and help mitigate risks during periods of change. Whether you are moving a few mappings from test to production or migrating a whole environment, this service is designed to help.  We will work with you to ensure we are fully apprised of your goals, risks and strategies—which saves precious time should you need to call upon support.
• Helpdesk Enablement (at the Premium Elite level)
  As Informatica products become the standard for enterprise data integration in many organizations, customers are developing their own centers of excellence, integration competency centers or shared services helpdesks.  To aid with the success of these organizations, Informatica has developed a program to pass knowledge from our own skilled and experienced support engineers by inviting one or two of your key personnel to spend time in one of our own support centers.
• Configuration Support Manager
  Track, manage and support your environment as it pertains to Informatica products.  This proactive tool reduces the time to isolate and resolve issues and ensures you are always alerted to the latest patches relevant to your environment, improving system stability. Periodic health checks on your Informatica environment ensures high availability and reduces downtime.

Support Program Descriptions

Key components of the Premium Elite support level include a designated support engineering team and Support Account Manager. The Support Account Manager is knowledgeable about your business and systems and works towards your overall success and satisfaction. The support engineering team is an off-site extension of your team and is adept at applying their technical skills to solve your problems.

Premium Elite includes:

• Prioritized support services such as faster response times, priority maintenance and priority escalation handling
• Global support, which allows you to contact any of our existing support centers in the Americas, Asia-Pacific, and Europe

Premium
Tailored for medium and large enterprises, this program provides 24x7 access to our support staff globally for P1 issues covering you against costly downtime due to process or technical errors. As part of this program, you also can choose to have your issues worked on a "follow the sun" basis, thereby decreasing time-to-resolve. In addition to all that is offered in our Standard level of support, the Premium support level guarantees you periodic advisories and alerts on known technical issues, which greatly aid your project planning.

Standard
This entry-level support level is aimed at small and medium enterprises that need access to conventional and reliable technical support to ensure return on their Informatica software investment. This includes business hours telephone support in the region/center servicing the primary install location.