A comprehensive guide for a hassle-free onboarding experience with Informatica.
In this module, you will have a quick walkthrough of the various support systems and resources to help you successfully adopt Informatica products. This section will guide you in understanding all the privileges you cherish as an Informatica customer.
You will get an insight into the different Success Offerings and various resources available to you, such as Informatica Network, Knowledge Base, Documentation Portal, Webinars, etc.
This module will also guide you on how to open a case with Informatica Support.
Let's get started!
The Success Offerings provided at Informatica are a comprehensive set of Assisted, Assurance, and Guided Services tailored for your business outcomes classified into Basic Success, Premium Success, and Signature Select.
Basic Success: Included with subscription pricing and designed for non-critical deployments, Basic Success is a flexible, self-paced approach with online resources to help you get started.
Premium Success: Designed for business-critical deployments consisting of advanced support services, training, and enablement materials, and enhanced proactive assisted services to deliver success.
Signature Select: Designed for mission-critical deployments and includes all the benefits of premium success and other features like Strategic enhanced support, tailored customer success, and Value Accelerators to accelerate success, meet your business outcomes, and deliver faster value realization and ROI.
Informatica Global Customer Support Guide introduces our customers and partners to the full range of success offerings available from Informatica. It is designed to help customers use the success offerings as easily and as effectively as possible. It covers each success offering, how it operates, what to expect, and the roles and responsibilities of both support personnel and our customers.
Informatica's award-winning Global Customer Support team publishes a monthly newsletter for all customers as SupportFlash. Each issue edition provides an insight into important Announcements, Customer Advisories, the latest product releases, HotFixes, Knowledge Base articles, Videos, Virtual events, webinars, tips for using Informatica products and updates on Informatica Product End of Life (EOL).
Informatica Network helps you engage and collaborate with your peers in the industry as well as with the Informatica Support team.
This is an open community and all users can access content. However, we highly recommend that you login to get a personalized experience, including information about your past downloads and searches. As a support customer, you also get access to rasing cases with Informatica GCS and download HotFixes and Emergency Bug Fixes (EBFs).
Click here to explore the portal
Informatica Knowledge Base is a rich reporsitory of information, such as Whitepapers, How Tos and FAQs, troubleshooting content, videos, etc.
Use the Knowledge Base to search Informatica Network for product resources such as Knowledge Base articles, documentation, best practices, PAM and EOL, trainings and more.
Click here to explore the Knowledge Base
Informatica Product Documentation provides you access to all product documentation related to to Informatica Products. You can search or browse based on your desired product and version.
Informatica University provides you role-based training programs to ensure your organization gets the most out of its investment in Informatica products.
Here's a list of handy links that will help you learn more about GCS support:
Informatica Product End of Life policy
This video guides you on how to create a case with the GCS team once you log in to the Informatica eSupport Portal.
Note: You need to be a support contact to be able to raise a case.
Discover how to update, search and download cases below:
- Watch this video to learn how to modify a case after it is created.
- Here's a video that demonstrates how to search for cases and download the cases on eSupport.
Here's a video that explains how to set up a Support Account contact, and it describes how to add or remove contacts from a particular Support Account.
Note: Only a Primary Contact can execute this.
Ask an Expert is a unique channel for our customers, entitled to Premium/Signature Success, to engage directly with the subject matter experts. You can also discuss any product feature/functionality, best practices, and any area of interest through this channel.
Note: Ask an Expert sessions are limited to two sessions per calendar month for a project.
This video walks you through the process of downloading a HotFix (HF) for your respective product version.
In this video, you will learn how to download an EBF for Informatica products.