Infor Support

Logging an Incident with Infor Support

1) Login to Infor Concierge at:
http://concierge.infor.com/


Note:
*If you do not have login credentials for Infor Concierge, your internal company Infor Support Portal Administrator will need to add you as a user to your account to create your Infor Concierge Account Credentials
*If you are the first individual from your organization setting up your Infor Support Account, click the "Sign up now" hyperlink


2) At the top of the Screen, Select the +Add New Incident Button

3) Complete the form to include:
  1. Product Line
  2. Product
  3. Release
  4. Environment
  5. Severity
  6. Subject
  7. Description


4) Include and applicable documents or screen shots
5) Select Save



Severity Descriptions
Severity 1 - Critical Production Service Unusable
      Service is unavailable for all users in production, or a critical business process in production has halted with no acceptable workaround.
Severity 2 - Major Impact
      Service is severely impaired causing disruption to important business processes and there is no acceptable workaround.
Severity 3 - Medium Impact
      Service is partially impaired.  There is disruption to important business processes, but there is an acceptable short term workaround.
Severity 4 - Standard
      Service is fully operational.  There are question regarding functionality of the software or an issue where an acceptable workaround exists.
Severity 5 - Enhancement / Minor issue
      A request for new software functionality or a minor issue or general inquiry.

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