Informatica Launches New Support Offerings For The Data-Driven Enterprise

Revolutionary New Capabilities Ensure Proactive Monitoring Of Critical Data Integration Processes

REDWOOD CITY, Calif., April 27, 2010 -  Today Informatica Corporation (NASDAQ: INFA), the world’s number one independent provider of enterprise data integration software, announced new customer support offerings and proactive support capabilities as part of the Informatica Global Customer Support program.

Informatica has configured its suite of customer support options to align closely with today’s increasingly challenging and diverse data integration project types. The additional services will be bundled into existing programs further accelerating customer time-to-value, reducing cost-of-ownership and helping ensure ongoing project success.

“Informatica’s Global Customer Support has played an integral part in the successful rollout of Data Integration initiatives at Nike,” said Steve Dennis, director, ICC, Nike. “Over the years they continue to deliver more value through their innovative, timely service and support offerings and succeed in being trusted advisors to us and their broader customer base.”

Tiers of Support
There are three tiers of customer support tailored to the full continuum of project requirements:

  • Standard Support designed for single project environments where data latency is less important, such as batch data integration;
  • Enterprise Support for more diverse demanding analytical, real-time and operational data integration environments; and
  • Mission Critical Support for organizations with multiple operational integration projects, including real-time functionality.

The Enterprise Support and Mission Critical Support tiers both incorporate a new set of support features geared to the growing number of more complex, lower latency and multi-project environments. They add a wide range of services including Extended Version Support, Continued Response Service Level Agreements (SLA), Simplified On-line Escalation and Free eLearning to the new revolutionary Informatica Support Console.  The new offerings enable a new level in proactive support.

The Informatica Support Console can be used to proactively and remotely manage and monitor a customer’s Informatica Platform implementations through a single interactive interface. Underpinned by an agent-less, platform-neutral architecture customers can expect to:

  • Detect issues in real-time, reducing the risk of downtime
  • Run highly customized advanced diagnostic tools
  • Set active alerts
  • Launch service requests and invoking “live” online help, and
  • Review periodic health and performance checks of their entire data integration environment

With customer support a key driver of customer satisfaction across the IT industry, Informatica Global Customer Support has won numerous recent awards, including the 2009 Stevie Award for “Best Use of Technology in Customer Service,” “Rated Outstanding” certification from the Service & Support Professionals Association, and top marks in Customer Loyalty for the fourth consecutive year in the 2009 Data Integration Customer Satisfaction survey conducted by independent research firm TNS.

“At a time when customers are generally not investing more in support, Informatica is demonstrating why our support is a defining part of Informatica,” said Ansa Sekharan, senior vice president, Global Customer Support, Informatica. “As part of Informatica’s commitment to customer success, we are evolving our support offerings in lockstep with the recently launched Informatica 9 Platform. Today the company is delivering more capabilities to our customers with operational efficiency in mind, which helps them accelerate their success in addressing today’s complex data management challenges.”

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About Informatica

Informatica Corporation (NASDAQ: INFA) is the world’s number one independent provider of data integration software. Organizations around the world gain a competitive advantage in today’s global information economy with timely, relevant and trustworthy data for their top business imperatives. More than 4,000 enterprises worldwide rely on Informatica to access, integrate and trust their information assets held in the traditional enterprise, off premise and in the Cloud. For more information, call +1 650-385-5000 (1-800-653-3871 in the U.S.), or visit


Note: Informatica and Informatica Platform are trademarks or registered trademarks of Informatica Corporation in the United States and in jurisdictions throughout the world. All other company and product names may be trade names or trademarks of their respective owners.