Infor Managed Services for Technical, Functional, and User Support
Technical, functional, and user support for the full Infor environmentInfor ERP Support Across the Technology Lifecycle
PCG’s Infor managed services provide ongoing technical, functional, and user support for Infor platforms. These ERP managed services help organizations manage daily operations, plan Infor upgrades, support integrations, and keep users productive without dividing responsibility across multiple vendors.
Through PCG ASSURE™, customers can access ERP support services for platform administration, Infor integration, release impact management, and regression testing. We can also include reporting and user assistance on request. PCG keeps the support model tied to how the business uses the platform, from routine maintenance through ongoing optimization.
PCG ASSURE™ brings platform and business support under one accountable team:
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- Functional, technical, and user support
- Infor integration, patch, and upgrade support
- System administration, performance monitoring, and issue resolution
- Release impact assessment and regression testing
- BI, analytics, reporting, and RICEFW support based on package
- Training and assistance with new functionality
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Compare Infor Managed Services Packages
Choose the level of Infor ERP support that fits your internal resources and operating needs. Each ASSURE™ package combines Infor ERP services across technical, functional, system administration, and analytics needs, with broader coverage and more support hours at each level.
ASSURE™ STANDARD
ASSURE™ Standard provides foundational support to keep the Infor platform running, updated, and stable. It includes 80 support hours per month and covers core technical, functional, and system administration needs.
ASSURE™ CONNECTED
ASSURE™ Connected includes all Standard services, plus user and database management, live issue-resolution meetings, foundational analytics, and RICEFW support excluding interfaces. It includes 180 support hours per month.
ASSURE™ EXTENDED
ASSURE™ Extended includes all Connected services and 340 support hours per month. It adds 24/7 coverage for Level 1 support and critical issues, enterprise analytics, and full RICEFW support, including interfaces.
INFOR SUPPORT STRATEGY AND PLANNING
- Access Management Strategies
- Component Upgrade Strategies
- Data Migration/Restore Strategies
- Ongoing Change Management Strategies
- System Administration and User Management Strategies
- Security Strategies
- Audit & Governance Strategies
- Help Desk/Ticket Strategies
INFOR SUPPORT IMPLEMENTATION
- PCG Technical Support Integration and Implementation
- Access Management Implementation
- Component Upgrade Process Implementation
- Data Migration/Restore Process Implementation
- Ongoing Change Management Process and Tools Implementation
- System Administration and User Management Process Implementation
- Security Implementation
- Audit, Governance and Policy Implementation
- Help Desk/Ticket Process and Escalation Implementation
INFOR ERP OPERATIONS SUPPORT
- IT Services Management (ITSM)
- KPI Creation, Oversight and Reporting
- ERP Health Check
- Business Health Check
- Log Management and Reporting
- File System and Directory Oversight
- Upgrade/Patch/Fix Testing & Promotion
INFOR PERFORMANCE AND UPGRADE SUPPORT
- IT Services Management (ITSM)
- ERP Upgrade Performance Measurement
- Access Management Upgrade Outcomes
- Update/Fix/Patch Performance Measurement
- Operating System Performance
- License Management and Compliance
- ERP Business Analyst Support
- ERP Help Desk
Infor ERP Optimization
- IT Services Management (ITSM)
- RDMS Optimization
- Functional and Process Optimization
- SaaS and On-Prem Environment Optimization
- Configuration Optimization
- Audit Optimization
- Backup/Disaster Recovery Process Optimization
- Solutions, Functionality, Platform, Performance Improvement Recommendations
(2 times/yr)
(4 times/yr)
a. 5 Incidents/mo.
b. 30 hrs Tech Supp/mo.
(Interfaces Not Supported)
On-Demand Infor LN Managed Services
PCG’s on-demand Infor LN managed services provide a lower-commitment way to access application support, Factory Track troubleshooting, release impact management, regression testing, and application-level maintenance. Use this option to supplement an internal team or address a defined support need without moving immediately to a full ASSURE™ package.
Flexible Infor ERP Support for Specific Needs
- Keep your business running through continuity strategies and actions
- Empower employees with knowledge and tools to work smarter
- Keep people productive, increase organizational performance
- Minimize disruption to the business
- Increase agility to meet changing processes or operational needs
- Optimize your technology support spend, spending less
- Decrease loss of information and retain critical knowledge
- Increase confidence during system changes, reducing downtime
- Grow system-wide technology efficiency and performance
- Get predictable, consistent support that drives operational success
- Onboarding/Setup Fee: $2,000.
- Ongoing Monthly Fee: Starting at $2,000./mo.
- On-demand Infor Managed Services
- Business Application Support
- Quick Answers and “How to” Assistance
- LN and Factory Track Troubleshooting
- Release Impact Management & Regression Testing
- Technical Support
- Optimized Reports, Integrations, Extension, Forms, Workflows, etc.
- Application-level maintenance and administration
- Job Management
- User Management
- PMC Solution Management
Why Choose PCG for Infor ERP Support
TRUSTED
Businesses trust PCG ASSURE for their support because of PCG’s consistent expertise and predictable support services, developed over decades of hands-on experience, and proven results.
FLEXIBLE
Choose from one of three packaged PCG ASSURE support offerings or let’s talk about how we can customize support to your exact need—from easy second-level backstop support to your complete outsourced support organization.
SECURE
Businesses stay up and running and protected from harm by keeping underlying technology current, patched, tested, integrated, secure, backed-up, and performing well. And, ensuring you’re compliant to internal or external standards.
GLOBAL
Support where and how you want it through on-shore, off-shore, and localized resources, processes, methodologies, and management of your support program. No matter where you do business or where your Infor platform is installed.
Infor Expertise Across the Platform Stack
PCG supports the functional, technical, administrative, integration, and analytics layers that keep an Infor environment operating as one.
Infor Awards and Recognition
Discuss Your Infor Support Needs
Contact: Connect and Discover
Experience better Infor performance and platform predictability
Connect your Infor and business-process experts with PCG. Together, the teams can review current coverage and identify the ASSURE™ package or custom model that fits the environment.
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Infor Managed Services FAQs
What are PCG's Infor managed services?
PCG’s Infor managed services, delivered through ASSURE™ Support, provide ongoing technical, functional, system administration, and user support for Infor platforms. These ERP managed services can keep systems running, help teams adopt new functionality, support integrations and upgrades, and improve the value of the environment after go-live.
What packages are available, and how do they differ?
PCG offers ASSURE™ Standard, Connected, and Extended. Standard provides foundational support. Connected adds user and database management, live issue-resolution meetings, foundational analytics, and RICEFW support excluding interfaces. Extended is the broadest package, with longer coverage, PCG’s fastest response targets, enterprise analytics, and full RICEFW support, including interfaces.
How many support hours come with each package?
ASSURE™ Standard includes 80 support hours per month, Connected includes 180, and Extended includes 340. These totals combine the functional, system administration, technical, and BI or analytics support available within each package.
Does PCG offer 24/7 support?
Yes. 24/7 coverage for Level 1 support and critical issues is available exclusively with ASSURE™ Extended. Standard and Connected provide support during a standard eight-hour working shift in the customer’s time zone.
What kind of system administration support is included?
PCG provides patch installation, job management, user management, and database management for Infor LN on-premises instances, depending on the ASSURE™ package. Standard includes patch and job management; Connected and Extended add user and database management.
Can PCG support business intelligence and analytics tools?
Yes. PCG supports Birst, Power BI, and Tableau. Foundational analytics support begins with ASSURE™ Connected, while enterprise analytics support is included with ASSURE™ Extended.
What is RICEFW support, and is it included?
RICEFW stands for Reports, Interfaces, Conversions, Extensions, Forms, and Workflows. Development and fixes begin with ASSURE™ Connected, which includes five incidents and 30 technical support hours per month but excludes interfaces. ASSURE™ Extended adds full interface support.
Is there an on-demand or lower-commitment support option?
Yes. As of September 2026, PCG’s On-Demand Infor Managed Services require a $2,000 onboarding fee and start at $2,000 per month. The option covers business application support, quick-answer assistance, Infor LN and Factory Track troubleshooting, release impact management, and application-level maintenance.
What makes PCG's approach to Infor support different?
PCG organizes its approach around four principles: Trusted, Flexible, Secure, and Global. In practice, that means experienced Infor support, packaged or custom coverage, current and tested systems that support compliance-related controls, and delivery resources aligned with the customer’s locations and hours.
Can support be customized beyond the standard packages?
Yes. PCG can shape a custom managed-services model around the customer’s environment. Options can range from second-level backstop assistance to a fully outsourced support organization, allowing the customer to add only the coverage and capacity it needs.
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