CSP/Customer Success Program

Hi all,

We are currently hosted and have very little to no direct Infor support. We are considering a few things one of which includes enrolling in Infor's CSP program. Does anyone have any experience with this model that they'd be willing to share?

My concern is...you'll get much better support if you pay for it...How do I know that is true before upgrading to that level?

Your feedback is appreciated.

Beate

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Legacy Contributor

Hi Beate,

We were in the same situation as you when we migrated to INFOR's hosting services. The customer service provided was very bad, it would take weeks to get help on any issue.

We ended up enrolling in the CSP program and it does help somewhat. It is helpful when we need to escalate issues or installation of patches.

My advice is to not set your expectations too high on this service because you will still experience delays on incidents. Even escalating issues with our Customer Service Manager at INFOR we experience delays but we have seen a slight improvement.

Our CSM has also been helpful in doing research himself which I am grateful for. At least we get updates on things we are waiting for which is better then not getting any at all.

I hope this helps.

Legacy Contributor

Thanks so much for your reply! Yes, the idea of a person to contact definitely looks to be an improvement.

Legacy Contributor

We have CSP. I am new to the vendor management side of our relationship with Infor. I am unsatisfied with the CSP program. I have recent incidents with no workaround that take months to resolve (one still open from Aug impacting our hiring process). I have asked Infor to help me understand what our additional cost is that we're paying over the lower cost levels of support. They have declined to provide me a number, stating our agreement has licensing and support combined into a single subscription cost and they are unable to break it out. I appreciate having our Customer Success Manager to reach out to directly to escalate, but I continue to struggle with time to resolution.

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