Your implementation partner plays an important role in helping your organization get ready for a successful Infor CloudSuite implementation. But before your partner can fully support your team, the right access needs to be in place.
There are two important areas to review early in your onboarding journey: Infor CloudSuite and Infor Concierge.
In Infor CloudSuite, your project and implementation team will need user access to support setup and implementation activities. In Infor Concierge, your implementation partner will need access to support cases and support-related information. It is your responsibility to grant them proper access.
Taking care of this early helps your project team collaborate more smoothly, avoid delays, and make sure the right people can take action when support is needed.
Start with Infor CloudSuite access
For every implementation, whether Infor-led or partner-led, your Primary Administrator or System Administrator should make sure the project and implementation team has the appropriate access in Infor CloudSuite.
This usually means creating user accounts for the people who need to participate in the implementation and granting the right level of access based on their responsibilities. If additional system administrators are needed, those users can also be assigned administrative roles.
Your administrator can add users directly in Infor CloudSuite by:
- Logging into the CloudSuite.
- Navigating to OS > Security
- Selecting the + option
- Entering the user details and saving the new user record.
- Once added, users will receive an access email.
If your team needs help adding users, you can also request support by emailing CloudLaunchServiceTeam@infor.com with the names and email addresses of the users who need access.
The key takeaway is simple: your implementation team needs to be added to CloudSuite so the right people can support the work required during your project.
Don’t forget Infor Concierge access for partner-led implementations
If you are working with an implementation partner, access to Infor Concierge is also important. Infor Concierge is where customer support cases and support-related activity are managed, so your partner may need access to assist with support needs during your implementation.
How you grant partner access depends on your relationship with Infor and your partner:
If you purchased your Infor license through an Authorized Business Partner
If your organization purchased your Infor license through one of Infor’s Authorized Business Partners, your Contact Administrator can authorize the partner team’s case access directly in Infor Concierge.
To do this, the Contact Administrator should:
- Go to Infor Concierge
- Navigate to Contact Management
- Select Manage Partner Access for Cases
- Check the box in the Authorized column.
This option allows users from your partner organization to access your support account. Access does not expire automatically and can be revoked at any time.
This is a good option when your partner organization is expected to support your team throughout the implementation and beyond.
Watch this video for step-by-step guidance: Manage Partner Access in Infor Concierge
If you are a direct Infor customer with a partner-led implementation
If your organization is a direct Infor customer (meaning you purchased your Infor solution directly from Infor) but is working with a third-party partner for implementation, the process is slightly different.
Start by checking whether your consultant team already has access to your Infor Concierge account.
To do this:
- Go to Infor Concierge
- Open Contact Management
- Review whether your partner’s email addresses are listed there.
If your partner team is already listed, no additional action may be needed. If they are not listed, you will need to submit a Customer Care Inquiry in the Infor Customer Portal.
When submitting the request, include the consultant’s:
- Name
- Phone number
- Email address
- Time zone
After the request is submitted, the Customer Care team will reply with a short security questionnaire.
This option allows specific users from your partner organization to access your support account for one year. Access can be renewed if needed.
Watch this video for step-by-step guidance: Request Infor Concierge Access to your Implementation Partner
Why this matters
Implementation projects move faster when the right people have the right access from the beginning.
Without CloudSuite access, your project or implementation team may not be able to complete important setup or configuration activities. Without Infor Concierge access, your partner may not be able to view or assist with support cases when help is needed.
By reviewing both areas early, your team can reduce back-and-forth, avoid unnecessary delays, and make sure your implementation partner is ready to support you throughout the project.
Simple takeaway
Before your implementation work begins, make sure your partner has access where they need it:
- Infor CloudSuite: Add your project and implementation team so they can support implementation activities.
- Infor Concierge: Grant support case access if you are working with an implementation partner.
- Contact Management: Review who already has access and update access as needed.
