Welcome Infor Customer! Below is a guide to Technology Advisors’ support plans, procedures and what is included in each support plan. To receive the highest level of support, please follow the guidelines below.

Have you already tried the following?

  1. If having an issue with the Web Client, can you reproduce the issue in an incognito window in Chrome or private window in Firefox?
  2. Reproducing the issue as another user?
  3. Reproducing the issue on a different browser?
  4. Reproducing the issue on a different computer?
  5. Clearing your browser cache in Chrome / Firefox?

What is included in my support plan?

Technology Advisors also offers free and paid support plans.  With free support, you can expect an emailed response within 48 hours, excluding weekends. We will provide advice via email, open a case with Infor Support on your behalf or request that you open a case directly with Infor Support.

With an Admin or Premium Support Contract or Block Time or Hourly Contract we will contact you as quickly as possible.  If necessary, we will schedule a screenshare to review the issue. Once diagnosed, we will work with you to resolve the issue, open a case with Infor Support on your behalf or request that you open a case directly with Infor Support.

When opening a case with Infor Support, please keep us informed as to your issue and progress resolving the issue.

Opening a Case with Technology Advisors

Who should contact Support?

Only authorized contacts should reach out to Technology Advisors. Un-authorized contacts must go through their authorized contacts to have them open a case with Technology Advisors.  Authorized contacts are TAI's primary contact person at your company and/or the Infor Administrator(s).  Every customer will have at least one authorized contact when they become a Technology Advisors customer.  If you do not know who your authorized contact is or the contact has changed, contact Support.

Opening a case

Contact Technology Advisors support by emailing support@techadv.com or using our Support Portal.

Responding to cases

You can respond to cases using our Support Portal or by email. If responding by email, please reply to Support emails without altering the Subject. Replies must include the Case Number, including CASE and square brackets, in the email’s subject:

Our system automatically attaches emails with the Case Number in the Subject to the correct case.  Emails with no Case Number create a new Case.  For this reason, please do not report new issues in the email chain of an existing case. Please send a new email for new issues to help us prevent missing a new issue.

Viewing the status of your cases

You can view the status of your cases using our Support Portal.

When should I open a case with Infor Support?

In some instances, a product or log file is closed source to Technology Advisors. This is particularly true for Infor's Cloud.  In those cases, we often end up as a middle man delaying support between Infor and you. In those cases, we will recommend that you open a case directly with Infor Support.  When opening a case with Infor Support, please keep us informed as to your issue and progress resolving the issue.

Third Party Add-ons

In most cases, opening a case with the maker of an add-on will provide the most expedient support. You can open a case with Technology Advisors, but we may refer you to the maker of the 3rd party Add-On.

When opening a case, please provide the following information

  • Please include a screenshot of the full Infor CRM screen and not just a screenshot of the error message.  Sometimes there is additional information in the background that may be useful to us.
  • The URL to record(s) where the issue happened.  If the issue appears to be happening to all records, please include a few records where the issue has been seen.
  • Please provide the usernames of a few specific users who are having the issue.  Even if the issue appears to be affecting all users.
  • Please describe the issue further. What are the exact steps to reproduce the issue, starting with the login screen?
  • What browser and version are being used?
  • When did the issue begin?
  • When is the last time the issue occurred?
  • Has anything recently changed with InforCRM: Upgrades, Data Migrations, Configuration Changes, etc?

When will you close my case?

  • Cases will be closed when they are resolved or after 48 hours waiting on a customer response, excluding weekends.

Resources

The following resources can help with any issues you may have.