Informatica recognizes that the success of your enterprise data integration strategy depends not only on the strength of the software, but also on superior, timely service and support.
Unlock the potential of your cloud investments with Informatica Global Customer support services.
- Rapid response times for your most critical needs
- Faster value realization
- Reduced implementation risks
- Accelerated adoption success through best practices
Our solution is not one-size-fits-all. We tailor our Support program to meet your needs.
Basic support for non-critical implementations
Standard support is the most basic of the Informatica cloud Support packages. Customers get web-based support with access to our online support portal where you can view our knowledge articles and collaborate with other customers. Cases that are not Severity 1 will receive 2-day responses. (There are no guaranteed response commitments for standard level of service.)
Proactive services that go far beyond conventional support to meet complex business requirements of medium to large enterprises; ultimately, accelerating adoption, mitigating project risks and reducing TCO.
Tailored for medium to large enterprises, this program provides 24x7 access to our support staff globally for P1 issues, significantly mitigating against costly downtime. In addition to the full suite of Standard level support, the Enterprise support level provides comprehensive value bundling of our most sought after service offerings.
Mission Critical Support:
Recommended for large enterprises and Integration competency centers (ICC’s) to drive value in hybrid environment where customers have both on premise and cloud investments.
Mission Critical support is aimed at customers with multiple projects in a hybrid environment where latency and performance are key factors to the success of a project. This level provides all of the services of Enterprise support and additionally provides Adoption benchmarking service which provides you with ability to track feature usage, resource usage and adoption of various cloud services to help you benchmark your organization against similar customers.
Value Added Support Services
We’re also pleased to announce the following additional service components:
An advanced algorithm, predictive escalation monitors case activity in context and pre-emptively alerts the Support leadership of situations requiring direct attention.
Critical Milestone Support
During critical activity or a project milestone, this service will add confidence and help mitigate risks during periods of change.
Upgrade Checkpoint Service
To take the guesswork out of upgrades, Informatica Cloud Upgrade Service helps you guarantee a seamless upgrade experience by combining predictive analytics and timely notifications with our outcome-focused support team.
Benchmarking helps you understand how to maximize your Informatica cloud investments, track usage, and see how your adoption compares to organizations of similar size. You can optimize tasks across peak and non-peak load times, manage security with user audits, and much more.
Informatica DiscoveryIQ gives you a comprehensive view of your product usage and consumption. Its built-in intelligence brings contextual recommendations and best practices based on your product usage, anomalies, and overall interaction history with Informatica.
Customer Success Services
To get the most value from your Informatica cloud investments, customer success managers will help align Informatica products with your technology and business drivers and initiatives.
- A dedicated, single point of contact during the onboarding process
- Expert review of customer project objectives and delivery milestones
- Best practice and architecture sessions from experienced Informatica professionals
"Informatica customer service is by far the best customer service I have ever dealt with in my life! Thank you for all your help and support!"
— Data Integration Manager, Public Safety Equipment Manufacturing Company