Go-Live Support
Go-Live Support must be requested at least two months before the requested support period. This allows the team to plan and mobilize the appropriate resources for the requested coverage dates.
During the agreed Go-Live Support period, the team will provide a 24-hour SLA to review and provide feedback on:
- Simple changes to previously signed objects; and/or
- Go-live-critical fixes.
Requests for new solutions or functionality will continue to follow the standard review process and applicable SLA. These requests will be processed and queued according to the normal review process and are not covered by the Go-Live Support SLA.
Standby Support
For standby support where a specific timeframe and time zone have been agreed, the team will bill for the full standby period, regardless of whether any work is performed during that time.
Non-Standby Weekend Support
For non-standby weekend coverage requests, the team will bill a minimum of four hours, regardless of whether any work is performed, plus the actual hours spent on tasks received.
Requesting Go-Live Support
To request Go-Live Support, please email Reylan.Reyes@infor.com and Jhoana.Lopez@infor.com.
Request Format
Outlining the format of Go-Live support request.
Subject
Go-Live Support Request – [Project] – [Go-Live Date]
Go-Live Support Request – ABC – Oct 15, 2026
Details
- Project/Customer Name: ABC Project
- Go-Live Date: October 15, 2026
- Requested Support Period: October 15–17, 2026
- Coverage Time: 8:00 AM–6:00 PM
- Time Zone: EST
- Coverage Type: Non-standby weekend
- Expected Go-Live Activity: Production deployment and post-deployment validation
- Primary contact: Name / Email
- Number of Extension Objects in Scope: 20
- Certinia Project ID or Infor Services Work Order Number (attach signed SWO):