Infor is doubling down on its customer-first mindset. Company leaders introduced the Infor Multi-Tenant Cloud Customer Bill of Rights this week during Inforum 2020: The digital experience. The Bill of Rights defines standards and policies related to Infor’s multi-tenant cloud infrastructure. These rights promise greater flexibility, transparency and reliability, demonstrating Infor’s customer-first strategy. The new policies are designed to help open the way for more organizations to embrace modern multi-tenant cloud solutions and turn 2020’s drastic market disruption into reinvention.
The Multi-tenant Cloud Customer Bill of Rights is one component of Infor’s ongoing journey to cultivate and maintain long-term relationships as a trusted partner and enhance its customers’ experience. The program is part of a larger set of operational policies supporting Infor’s growing multi-tenant cloud business model.
“We identified critical multi-tenant customer needs and built a program in response. The Bill of Rights articulates our vision for providing modern cloud solutions and building long-term relationships based on trust and shared success,” says Global Chief Customer Officer, Nancy Mattenberger.
The Bill of Rights currently features six rights. Infor expects to add to and enhance these rights over time.
The Multi-Tenant Cloud Customer Bill of Rights:
Flexibility. On an annual contract basis, customers can swap seats among any of their SaaS products to suit the evolving needs of their business.
Transparency. Pricing for programmatic access, storage, and additional environments is transparent and readily available, to help avoid billing surprises.
Ease and speed of obtaining support. Infor endeavors to provide the best support response in the industry. SaaS customers enjoy 24 x 7 x 365 support for all Severity 1 infrastructure outage and production system issues, with target response times within 30 minutes from receipt by a qualified technical resource.
Availability to count on. Infor is committed to exceeding industry standards for uptime. Infor’s standard service-level agreement (SLA) notes a 99.7% availability benchmark, and Infor will share its availability status with customers.
Peace of mind knowing data is secured. Customer data is secured. Infor is a leader in security practices in the enterprise solution SaaS market as evaluated by various third-party security ratings services.
Customers control their own data. Upon request, Infor will return, without charge, a customer’s data from the SaaS environment in native form within 30 days following the end of a contract.
Providing highly flexible contracts is a critical part of this promise. As customers face fast-changing market pressures, predicting how many user licenses they will need in the future may be difficult. The new flexibility can make it easier to adjust solutions.
Better alignment with customers is driving several new Infor programs, including implementation accelerators, easy-access release training, and greater agility in implementation processes.
“Building ongoing relationships that deliver value to our customers is what drives us, now more than ever in this current climate,” Mattenberger says. “Infor’s new Multi-tenant Cloud Customer Bill of Rights is a real commitment to deliver sustainable value for our customers.”
