Infor response to COVID-19: CEO letter and FAQ

As the COVID-19 pandemic continues to evolve, Infor’s top priority remains helping ensure the health and safety of our employees, customers, partners, and communities. We are working diligently to reduce the risks to our ecosystem, as well as to ensure that our customer support and services continue without interruption. Our thoughts are with our customers and Infor communities, people affected, and healthcare professionals who continue to work relentlessly to help people in need.

At Infor, we are protecting our employees by allowing them to work remotely, and at select offices in locations where local mandates allow, by taking additional sanitary precautions, requiring health and social-distancing protocols, restricting visiting guests, and even physically closing many offices temporarily as needed.

Our Services and Sales teams, as well as our partners, are working together to help meet our customers’ business-critical technology needs. Customer Support, Cloud Operations, and Infor Consulting Services (ICS) continue working effectively, and mostly remotely, without interruption. Using technology/online tools, we are delivering business as usual, achieving planned milestones and providing you with support. We are committed to delivering reliable, exceptional service.

For more information, please see the FAQ below. We are thankful for our employees, customers, and partners as we work together to turn today’s unprecedented challenges into real opportunities.

Kevin Samuelson
Chief Executive Officer
Infor

1. Does Infor have a business continuity plan?
Infor has a Business Continuity Plan in place. Our business continuity strategy covers a range of events and situations that could disrupt our business or otherwise affect our employees, customers, suppliers, vendors, office locations, or global data centers. Pursuant to the Business Continuity Plan, Infor has established a dedicated cross-functional Global Crisis Management Team tasked with overseeing the company’s COVID-19 response. This team meets regularly to help ensure the health and safety of our employees and to monitor and respond to any potential impact to our business.

As part of our response, our support staff is equipped and working remotely, as needed, via virtual private network (VPN), allowing protected access to our support systems and customer records when required. Our consultants also are providing continued services remotely, as needed, through use of safeguarded technology and online collaboration tools.

2. Will my cloud services be impacted?
Our cloud services have continued normally without disruption, and we do not expect any future disruption due to the pandemic. lnfor designed its cloud services with a high degree of automation, resiliency, and self-healing capability. The services are also deployed across multiple data centers in separate geographical locations for fault tolerance at the data center layer.

3. Do you anticipate any disruption to support service levels?
Infor has been providing support according to current service level objectives without disruption; we expect that to continue.

4. Will Infor consultants travel on-site to support active projects? What are the alternatives to on-site visits?
Infor’s top priority is to keep our employees, customers, and their families healthy and safe. As such and consistent with guidance received across governmental jurisdictions in which we operate, we are restricting most employee travel. Our consultants are equipped with laptops, VPN access, and conferencing tools to work seamlessly remotely. We are continuing to progress toward customers’ planned milestones and have achieved hundreds of successful remote implementation go-lives with customers globally since the pandemic began.

5. How will Infor provide updates on the impact of COVID-19?
Infor leadership and the Infor Global Crisis Management Team are continuously monitoring developments surrounding the pandemic. We communicate updates with our customers via local account teams, Infor Concierge, the Infor Support Portal, and user community boards.

Please continue to send your specific queries regarding Infor solutions through the Infor Support Portal. Should you have questions related to the impact of COVID-19, please contact your local account team or send an email to crisis.management@infor.com and a member of the Infor Global Crisis Management Team will ensure you receive a prompt response.