Informatica Global Customer Support Guide v16.1

Informatica Global Customer Support Guide
Version 16.1
May 2018
© Copyright (c) Informatica LLC. All rights reserved. No part of this document may be reproduced or transmitted in any form, by any means (electronic,
photocopying, recording or otherwise) without prior consent of Informatica LLC. All other company and product names may be trade names or t rademarks of
their respective owners and/or copyrighted materials of such owners.
1: Introduction..................................................................................................................................................................................3
About this guide............................................................................................................................................................................................................. 3
Global Customer Support (GCS) .................................................................................................................................................................................. 3
Data Confidentiality ....................................................................................................................................................................................................... 3
Contacting GCS ............................................................................................................................................................................................................ 4
2: Support Process ..........................................................................................................................................................................5
Subscription and Maintenance Agreements ................................................................................................................................................................ 5
Accounts and Projects .................................................................................................................................................................................................. 5
Contacts ........................................................................................................................................................................................................................ 5
Support Cases............................................................................................................................................................................................................... 6
New Customers ............................................................................................................................................................................................................. 6
Case Life Cycle ............................................................................................................................................................................................................. 6
Opening a Case ............................................................................................................................................................................................................ 6
Priorities ......................................................................................................................................................................................................................... 7
Solving a Case .............................................................................................................................................................................................................. 7
Virtual Meetings (WebEx) ............................................................................................................................................................................................. 7
Third Party Vendors ...................................................................................................................................................................................................... 8
Emergency Bug Fixes, Change Requests and Feature Requests ............................................................................................................................. 8
Escalations .................................................................................................................................................................................................................... 8
Closing a Case .............................................................................................................................................................................................................. 8
Case Surveys ................................................................................................................................................................................................................ 9
Informatica University ................................................................................................................................................................................................... 9
3: Informatica Cloud and DaaS Support ........................................................................................................................................ 10
Standard Support ........................................................................................................................................................................................................ 10
Premier Support .......................................................................................................................................................................................................... 10
Enterprise Support ...................................................................................................................................................................................................... 10
Mission Critical Support .............................................................................................................................................................................................. 10
Cloud and DaaS Support Offerings ............................................................................................................................................................................ 11
Cloud Support Components ....................................................................................................................................................................................... 12
Additional Features ..................................................................................................................................................................................................... 16
4: Informatica On Premise Support................................................................................................................................................ 17
Enterprise Support ...................................................................................................................................................................................................... 17
Mission Critical Support .............................................................................................................................................................................................. 17
Business Critical Success Plan .................................................................................................................................................................................. 17
On Premise Support Components.............................................................................................................................................................................. 19
Additional Features ..................................................................................................................................................................................................... 22
5: On Premise Product Release Policy and Sunset Version Support ............................................................................................ 23
Product Lifecycle ......................................................................................................................................................................................................... 23
Multiple Version Support ............................................................................................................................................................................................. 23
Unsupported Versions ................................................................................................................................................................................................ 23
End of Life Announcements........................................................................................................................................................................................ 23
Sunset Version Support .............................................................................................................................................................................................. 24
Extended Support ....................................................................................................................................................................................................... 24
Sustaining Support ...................................................................................................................................................................................................... 24
Third Party Product Compatibility ............................................................................................................................................................................... 24
Emerging Product Compatibility ................................................................................................................................................................................. 25
6: Subscription and Maintenance Renewal Policy .......................................................................................................................... 26
Subscription ................................................................................................................................................................................................................. 26
Maintenance Renewals............................................................................................................................................................................................... 26
On-Premise License Cancellation Policy ................................................................................................................................................................... 26
7: Informatica Network Portal ......................................................................................................................................................... 27
Accessing Informatica Network .................................................................................................................................................................................. 27
Opening and Updating a Case with Online Support (eSupport) ............................................................................................................................... 28
Appendix A: Informatica FTP Site (TSFTP) .................................................................................................................................... 30
Access to TSFTP ........................................................................................................................................................................................................ 30
Appendix B: Accessing Support Using Email ............................................................................................................................... 31
Informatica Global Customer Support Guide 2

1: Introduction
About this guide

This guide introduces our customers and partners to the full range of support services available from Informatica. It is designed to help
customers use support services as easily and as effectively as possible. It covers what each level of service offers, how it operates, what
to expect, and the roles and responsibilities of both support personnel and customer contacts. This guide also covers the background to
the provision of support services such as product version releases, their life cycles and dependencies.
Informatica is constantly seeking ways of enhancing its support services and consequently, this guide is subject to change.
The latest version of this guide is available on the Informatica portal: Informatica Network.
Global Customer Support (GCS)

Informatica is committed to ensuring that our customers and partners are successful in deploying and using Informatica products,
wherever they are located.
Informatica Global Customer Support, herein referred to as “GCS”, is a team of dedicated support personnel operating from support
centers in North and South America, Asia, and Europe. From these centers, GCS provides a range of support products to meet the
varying needs of customers and partners, including support in a variety of languages (English, Italian, French, Dutch, German, Spanish,
Portuguese, Japanese, Mandarin, and Korean), coverage on a 24x7 basis for those who need it, and multiple communication channels
including Twitter, forums, telephone and a dedicated support portal.
To provide an effective and efficient service to our customers, the GCS support system ensures that all questions and issues raised are
logged, addressed, and tracked through to completion. The system builds a history for each customer and allows GCS to pass valuable
information back to our research and development teams. The global support teams are as follows:
Support Engineers
Cases are routed to the engineer best equipped to handle the problem based on the product and the preferred language and location of
the customer. Where possible, Informatica will try to ensure that the ownership of a Case remains with the engineer who was originally
assigned the Case. Occasionally, when the Case requires some special handling, it may be handed off to another member of the team.
The engineers work on a rotation system and are available to handle Cases opened through any supported route. If all engineers are
busy assisting other customers, telephone calls will be diverted to voicemail and the next available support engineer will call back.
Product Specialist Engineers

When support engineers require additional technical help on a specific issue, they will enlist the help of a Product Specialist. Where
practical, the ownership of the Case will stay with the original engineer to maintain continuity with the customer. However, when very
specialized knowledge is required, the Case may be handed off to a Product Specialist.
Escalation Manager
The Escalation Manager provides a high-level summary along with any other escalation-relevant communication to all stakeholders on a
regular basis. The Escalation Manager is responsible for ensuring active progress toward a resolution to the Escalation, that all parties
are kept up to date and that deadlines are established and met.
Customer Liaison
Customer Liaison team will handle requests regarding support projects, contacts and access to the support portal. In addition, the
Customer Liaison team can assist with inquiries about Subscription or Maintenance Agreements.
Data Confidentiality
Informatica’s privacy policy is available separately for reference at https://www.informatica.com/privacy-policy.html.
Informatica Global Customer Support (GCS) does not require Informatica to receive Customer Data and in general, Informatica will
discourage any provision of Customer Data. For this section, Customer Data refers to personal data as defined under the EU General
Data Protection Regulation (GDPR) or PII (Personally Identifiable Information), PHI (Protected Health information) and Personal
Financial Information (PFI). In the event Customer Data is mistakenly sent or uploaded to GCS, Customer must notify Informatica
immediately to ensure deletion from the system.

To solve some Cases, GCS may need additional information such as a detailed description of the technical environment, a copy of the
repository or a sample of the Customer test data. When GCS reasonably requests that Informatica receive data to perform Support
Services, Customer will transmit the data via a secure FTP site. Informatica will transiently store such data solely at GCS facilities,
including facilities in India, solely for the duration of the applicable GCS investigation.
Where GCS processes Customer Data, the data processing agreement at https://www.informatica.com/content/dam/informatica-
com/global/amer/us/docs/legal/online-data-processing-agreement.pdf shall apply.
GCS interactions between Informatica personnel and Customer through virtual meetings may be recorded. By joining a virtual meeting
session, Customer consents to Informatica’s remote access to Customer’s computer systems for provision of Support Services. Such
access may allow Informatica to control, modify, or alter certain elements of Customer’s computer systems. Customer is responsible for
notifying Informatica personnel prior to exposure or possible exposure of Customer Data during such virtual meeting sessions and for
redirecting Informatica personnel and/or halting the session to avoid exposure.
Cloud Security
Informatica Cloud is designed for minimal intrusion into your system. For information on Informatica Cloud security, see:
https://www.informatica.com/content/dam/informatica-com/global/amer/us/docs/legal/online-cloud-and-support-security-addendum.pdf.
Disposition of Data
Customer Data will be deleted from Informatica systems upon termination or expiration of Customer’s subscription to the Cloud Service
and upon termination of the Support Services investigation, as applicable, as described at:
https://www.informatica.com/content/dam/informatica-com/global/amer/us/docs/legal/online-cloud-and-support-security-addendum.pdf
Contacting GCS
Customers can contact Informatica Global Customer Support through the Informatica Network Portal. Your regional GCS team is
available during Local Business Hours. For the purposes of this document, Local Business Hours is defined as Monday to Friday 09:00
to 17:30 (excluding public/bank holidays) in the time zone defined below:
Level of Support Supported Time zone Support Outside Local Business Hours
Standard Time zone of license/subscription purchase Not Available
Premier Time zone of license/subscription purchase 24 x 5 Support for Priority 1 (P1) Cases only
Enterprise Time zone of license/subscription purchase 24 x 7 Support for Priority 1 (P1) Cases only
Mission Critical Time zone of Support Contact All Support Cases
When opening a Priority 1 (P1) Case outside of your Local Business Hours, GCS recommends calling your local support telephone
number, which will be routed to the out-of-hours support team. Support outside Local Business Hours is available only in English.
Contact Links
Informatica Network Portal: https://network.informatica.com
Telephone: https://www.informatica.com/services-and-training/support-services/contact-us.html
Informatica Intelligent Cloud Services Status: https://status.informatica.com
Informatica Cloud Services (ICS) Status: http://trust.informaticacloud.com/status
Twitter: https://twitter.com/INFAsupport

2: Support Process
Before looking further at the support offerings, it is important to understand the processes used within GCS.
Subscription and Maintenance Agreements

Support for customers is activated when software is purchased from Informatica. Informatica customers can either purchase software on
an annual Subscription basis or through a perpetual license with a Maintenance Agreement for a defined period (usually one year). See
Subscription and Maintenance Renewal Policy chapter for more details.
Towards the end of the Subscription or Maintenance Agreement period, customers will be contacted to renew their agreement with
Informatica.
To receive support, a customer must have a valid Subscription or Maintenance Agreement on a production copy of Informatica Software.
Without a valid agreement, customers will not be able to open Cases with GCS or receive product upgrades, bug fixes or enhancements.
Accounts and Projects

Many of the world’s leading organizations use Informatica products. The adoption and success of a product in one part of an organization
often leads to further adoption of Informatica products in other areas of that organization.
This model is used to log and track activity in Informatica’s support system. The first time a customer purchases a product and support
from Informatica, an Account is opened in our support system. A Project is assigned to that Account, which is associated with the
customer’s purchase and project. If the same customer subsequently purchases more licenses for another project, a new project will be
created and associated to the same customer account.
Contacts
A contact in this context is a person who is working on a Project. A Project can have three different types of contact: Primary, Read Only,
and Read/Write.
 Primary Contact: This is the person the customer nominates to be responsible for maintaining the contact list for their project. This
may be, for example, the Project Manager. The Primary Contact can add, delete, and update contacts on their project.
 Read/Write: Read/write contacts can open new and update existing Support Cases. The number of read/write contacts a project is
entitled to is linked to the level of agreement purchased.
 Read Only: Read Only contacts cannot raise new Cases or update existing Cases. However, they do have access to online support
through the Informatica Network so they can view all Cases associated with their project and search the Knowledge Base.
To access online support, the email address registered on the Informatica Network Portal must match the one in the project contact list.
For customers who receive support from an Informatica Partner or Distributor, please contact that Partner or Distributor if you require
access to view your Cases. With the agreement of the Partner or Distributor, Read-only contacts from the customer can be added.
Although a Contact will normally be employed by the same company that has purchased the product, a customer may use one of
Informatica’s consulting partners to develop the project. The customer may choose whom they have as their contacts.

Support Cases
Each time a question or issue is raised with GCS, the details are recorded in our support system. Each separate question or issue
generates a unique reference number. This is called a Case reference number.
Nominated Project contacts can open a new Case or follow up on an existing Case by telephone or through the Informatica Network
portal. See Contacting GCS section above for more details.
New Customers
When customers place their first product and support order with Informatica, details of their environment and appointed support contacts
are noted, if available. At first contact, GCS will confirm these details and fill in any gaps such as email addresses and phone numbers.
Contacts from new projects or accounts can also register online at https://network.informatica.com.
Informatica encourages its customers to reference the Knowledge Base, online help, discussion forums and product documentation
before opening a Case as many questions can be answered using these resources.
If the inquiry cannot be answered in this way, a Read/Write contact should use the support portal, or for a Priority 1 issue, the telephone,
to contact GCS.
Case Lifecycle
Informatica has a predefined life cycle for each Case that is opened in our support system.
The following describes the various stages that a Case will go through:
New This is the start state. The Case remains in this state after it is raised and
until it is assigned to an engineer.
Assigned A Case moves to Assigned when ownership of the Case is given to an
engineer.
Assess A Case moves to Assess after the assigned engineer makes a valid initial
response. The engineer collects logs and necessary information needed for
debugging.
Research The Case moves to Research after the engineer has updated the problem
definition. The support engineer works on analyzing or debugging the
problem.
Cause The Case moves to Cause when the engineer has isolated the root cause.
The engineer proceeds to identify the best solution/workaround for the root
cause.
Solution The Case moves to Solution when the engineer sends the
solution/workaround to the customer.
Resolved The Case moves to Resolved once the customer accepts the solution.
Opening a Case
When a Case is opened, a Case number is automatically generated. This number is given to the customer and used to track progress.
The Project's Primary Contact will automatically receive an email confirming the opening of the Case.
The customer will be asked to provide or confirm information about the environment and to describe the problem, question or issue.
GCS and the customer will agree on the priority of the Case. For high-priority Cases, the primary concern is to find a way for customers
to achieve their objective as quickly as possible. This may involve providing a solution directly for the problem or supplying an acceptable
alternative method for achieving their objective, termed a workaround.
When a Case is initially opened, the customer may select the Case priority level. However, the customer should always contact GCS by
telephone for Priority 1 (P1) issues.

Priorities
Each Case is assigned a priority. The following table will help customers determine the appropriate priority to assign to Case:
Priority Description
An emergency situation with no workaround. When a production system is down

P1 and/or has a critical impact on your business. Applies also when development is
at a crucial stage and an issue prevents moving into production.
P2 Non-emergency but urgent situation with a workaround.
General questions related to the product that need answers but are not urgent.
Examples would be a question related to the product compatibility and basic
P3
questions about the functionality of the product. The request will be considered
an enhancement request if it changes the behavior of the product.
For P1 support outside of Local Business Hours, please see Contacting GCS section above.
When a P1 Case is raised, we ask that the customer contact be available to work with GCS through to completion without major delays.
The priority of the Case can be changed under the following circumstances:
A P1 will be downgraded if a technical support engineer from GCS has tried multiple times to contact the customer in a 24-hour period
without success. Similarly, a P2 may be lowered to a P3 if a customer does not respond in a timely manner.
Otherwise, the priority of the Case will only be lowered with the customer's agreement. The priority will be increased if the problem
becomes more urgent and is in line with the guide given in the earlier table.
Solving a Case
Where a Case cannot be solved or answered immediately, Informatica will require additional information to research the issue further.
Such information may include, but will not be limited to:
 Has this issue been encountered in the past? If so, before encountering this issue, what configuration/setting or any other
changes were made?
 What are the steps to reproduce the issue?
 Log files for the time that the error occurred. These may include operating system logs, database logs, transaction logs, as well
as other product specific Informatica logs
 Configuration files
 Copies of specific failing workflows
 Copies of repositories
Please note that if the information requested by Informatica cannot be provided for some reason, then it will adversely affect the time
required to resolve the issue.
Often the additional information required to help isolate and resolve problems may require the co-operation of other departments within
the customer’s environment. For example, Informatica may need information from Linux or Windows, database or network
administrators.
With more complex Cases, Informatica will focus on first reproducing the issue on Informatica's own equipment. This allows more
extensive testing to be performed without impacting the customer's work schedule. It is sometimes necessary to ask the customer to
supply additional information and perform additional tests. Informatica will always seek to explain why such actions are necessary.
Virtual Meetings (WebEx)

GCS uses CISCO WebEx for virtual meetings. A GCS engineer will propose a WebEx after gathering all the required materials or when
unable to reproduce an issue without further input. Customers with the Business Critical Success Plan add-on can request a WebEx at
any time.

During a WebEx, the customer remains in control at all times. Control of keyboard and mouse can be handed over to the GCS engineer
as needed. However, the customer can take back control at any time.
For data protection, customers must ensure no Customer Data is visible over WebEx. GCS will terminate any WebEx where there is a
risk of such data being viewed. See Data Confidentiality section for more details.
Third Party Vendors

Informatica products support a wide variety of other vendors' applications and operating platforms. A list of the supported operating
systems, databases and ERP systems is available in the Product Availability Matrix.
Informatica cannot be held responsible for any faults that arise because of problems with third-party products. On occasion, GCS may
advise customers to raise an issue directly with another vendor. In these situations, GCS will work together with the customer and the
third-party vendor to find a solution.
For issues arising from third-party products, libraries or applications included as part of an Informatica product, please contact GCS for
more details.
Emergency Bug Fixes, Change Requests and Feature Requests

If a customer finds a bug in the product that either stops production or delays moving from a development environment to a production
environment and puts deadlines at risk, and there is no valid workaround, Informatica will provide an Emergency Bug Fix (EBF). For
more details of EBFs, see the Product Release Policy and Sunset Version Support section.
If a customer finds a minor bug or an issue that has a valid workaround, a Change Request (CR), will be logged with Informatica R&D.
For a Case requiring additional functionality or an enhancement to existing functionality, GCS will raise a Feature Request (FR). Feature
Requests are logged into a database and considered by the Product Management team for inclusion in a future Version. Once an FR has
been raised, GCS will close the Support Case
Escalations
GCS systems automatically create an alert for the regional GCS Managers if there are any delays in moving through the life cycle of a
Case.
GCS Managers proactively review Cases. However, if either the support engineer or the customer believes that the Case requires
escalating, they can do so at any point in its life cycle.
The first point of escalation for a customer should be a request to the engineer handling the Case. Customers with Enterprise and
Mission Critical Support can also escalate any Case using the Support Portal, https://network.informatica.com.
If the customer is not satisfied with this, then the second point of escalation should be the Engineer's Team Lead or Manager.
If there is still no satisfactory outcome, an Escalation Manager will be assigned to the Case. The Escalation Manager will involve all
necessary resources to ensure the Case is resolved to the satisfaction of all parties. The Escalation Manager will involve local Directors
or VPs of Support as needed.
Closing a Case
Once an answer or solution (including an accepted workaround) has been given for a Case, Informatica support will, with the customer's
agreement, close the Case.
If, after closing a Case, the problem does reoccur, the Case can be reopened. In these circumstances, a new Case will be opened with a
reference made to the original.
There are some instances where a Case may be closed where it has not been possible to gain the consent of the customer. GCS will
attempt to contact a customer at least three times over a period of two weeks. If the customer does not respond, then the Case will be
closed.
When the Case is closed, an email is automatically sent to the primary project contact and the Case contact.

Case Surveys
Customer success and complete satisfaction is the key driver for GCS. To achieve this, customers will receive a request to complete a
survey once a Case is closed.
Informatica appreciates the time our customers take to complete these surveys because they provide GCS with valuable information
about how our service is responding to our customers' requirements.
When a Case is resolved, the contact will receive an automatic email. The email will contain a Survey link. Clicking on the link will open a
Survey page. There are five specific questions and then an area for additional comments.
In addition, other customer satisfaction surveys are conducted regularly by Informatica and third party surveyors. Informatica appreciates
all feedback on these surveys.
Informatica University
To ensure your organization gets the most out of its investment in Informatica products, Informatica University provides role-based
training via the following delivery methods:
Public
Face-to-face instructor-led public classroom courses are held around the world in Informatica and Informatica Authorized Training
Partner facilities. In addition to being able to interact directly with the instructor, students can meet and network with industry peers.
On-site
On-site trainings are private instructor-led courses held live at your location or conducted virtually to accommodate distributed team
members. On-site training events can be customized (for a fee) to better meet the needs of the project team and delivery objectives. On-
site training reduces team travel and can maximize your training budget.
Virtual
Informatica University Virtual Academy (IVA) combines the interactivity of instructor-led classroom learning with the comfort and
convenience of a learning location that best fits your needs. The Virtual Academy uses a cloud based lab environment to deliver our
instructor-led workshops using audio and video, and delivered right to your desk. With this technology, you can interact with the instructor
and other students and ask questions using either audio or text messaging. Each class is broken into individual modules, each lasting
about half a day. Sessions are scheduled frequently, across time zones and at different times of the day, allowing you to select the times
that are most convenient to you. After you register for a class and your payment is processed, you will receive detailed information about
how to access your Virtual Class, download the materials and connect to the session.
onDemand
Informatica University onDemand is an online learning model for training your team members where and when it is most convenient for
them. Traditionally, training classes are delivered in public classrooms or at a customer's training facility. However, due to the demands
of today's business climate and reduced travel budgets, organizations require a more efficient and immediate way to train their teams in-
house, without the need for travel or time out-of-office. Whether you have a few users at one location or many dispersed around the
world, we offer an onDemand option to fit your needs. onDemand courses provide you with a rich and comprehensive self-paced learning
experience, combining the instruction of onDemand training with the hands-on practice of onDemand labs. onDemand eLearning are
self-paced courses that blend multimedia lectures and product demonstrations.
Contact Informatica University
Email: Training@Informatica.com
Web: https://www.informatica.com/services-and-training/informatica-university.html

3: Informatica Cloud and DaaS Support
This section covers support levels for Informatica Cloud and Data as a Service (DaaS) products. DaaS includes products such as
Address Verification, Telephone Number Validation, and Email Verification. For the full list of DaaS products, click here.
Informatica Global Customer Support (GCS) offers four levels of Cloud and DaaS support programs: Standard, Premier, Enterprise, and
Mission Critical.
Some features of the support programs apply only to Informatica Cloud products and not DaaS. These are indicated in the table below.
For any Informatica agreements where the current active annual Subscription value is less than USD 10,000, customers are entitled to
moderated forum based support on the Informatica Network portal. For further information regarding qualification criteria and how to
contact support, please email support_admin@informatica.com.
Informatica Cloud customers can check the status of Cloud systems in real-time via the following link: http://trust.informaticacloud.com.
Standard Support
This is the entry level support program and is included with the Subscription charges. Standard support provides access to a wealth of
on-line content including Support Forums, Knowledge Base, Support TV and access to GCS through the Informatica Network portal.
The number of Support Cases is limited to 15 per year.
Premier Support
The Premier support program has been tailored for small to medium enterprises needing committed response times for business-critical
implementations. The Premier support program provides unlimited access to GCS during Local Business Hours for all assisted support
needs.
Premier support also provides access to Informatica DiscoveryIQ, virtual on-boarding, and enablement options.
Enterprise Support
Enterprise support has been tailored for medium to large business enterprises providing access to GCS staff globally, 24 hours, 7 days
per week for P1 issues to mitigate any potential project risks.
In addition to all services provided with Premier support, Enterprise support provides comprehensive value bundling of our most sought
after service offerings.
Mission Critical Support

Mission Critical support is designed for customers with multiple projects in a hybrid environment where latency and performance are key
factors for the success of a project.
Mission Critical support offers all services of enterprise support in addition to delivering 24x7 Support for all Case priorities. Mission
Critical support is for customers needing a higher level of customer success engagement, peer benchmarking, and rapid response
commitments.

Cloud and DaaS Support Offerings
Category Features Standard Premier Enterprise Mission Critical

Small and Large enterprise Very large scale
medium-sized with applications enterprises
Small businesses
enterprises with needing multiple having business
with non-critical
Best Suited for business critical time zone critical
and non-production
single time zone support with applications
data.
production-critical accelerated first needing strategic
implementation. value. support.
Self Informatica Cloud Academy ● ● ● ●
Service
Online Knowledge Base ● ● ● ●
Support TV ● ● ● ●
Moderated Support Forums ● ● ● ●
Product Updates ● ● ● ●
Emergency Bug Fixes ● ● ●
* Informatica DiscoveryIQ Basic Plus Plus
* Product Alerts ● ● ●
* Upgrade Readiness ● ● ●
Report
Assisted Support Case Limit 15 Cases / Year Unlimited Unlimited Unlimited
Services
Read/Write Contacts 2 6 8 12
Support Channel Web Only Web, Chat, Email Web, Chat, Email Web, Chat, Email
and Telephone and Telephone and Telephone
Initial Response P1: 1 Business P1: 4 Hours P1: 1 Hour P1: 30 Minutes
Day P2: 4 Hours P2: 2 Hours
Continued Response SLA P1: 2 Hours P1: 2 Hours
P2: 8 Hours P2: 8 Hours
P3: 12 Hours P3: 12 Hours
Global P1 Support 24 / 5 24 / 7 24 / 7
Follow-the-Sun Support P1 Only P1 Only All Priorities
Target Service Restoration P1: 24 Hours
P2: 48 Hours
Designated Support Team ●
Critical Milestone Support ● ●
Predictive Escalation ● ●
* Predictive Critical Cases ● ●
Success Proactive Health Check ● ●
Services
Adoption Monitoring ● ●
Adoption Benchmarking ●
Executive Business Review ●
Customer Success Virtual ● ●
Manager
Customer Onboarding Virtual ● ●
Customer Success Virtual ● ●
Architects
Customer Success Pack Starter Expert
* Features applicable to Informatica Cloud only

Cloud Support Components
Informatica Cloud Academy

Cloud Academy provides access to online instructor led courses to provide customers an introduction to Informatica Cloud Services.
Intended for business users who wish to integrate data across cloud-based applications and on premise systems and databases or
alternatively provide an option to branch into advanced topics like Hybrid integration and Cloud Real-time. The Cloud Academy also
provides options to:
• Watch a video to learn a topic.
• Perform hands-on exercises to practice what has been learnt
• Take a quiz as a review of the concepts and ideas taught.
Online Knowledge Base and Support TV

All Informatica Customers have access to our comprehensive Knowledge Base. The Knowledge Base can be used to search for
documented solutions to known technical issues about Informatica products. It also contains answers to FAQs, technical white papers,
and “How To” articles. Any questions, comments, or ideas about the Knowledge Base, can be mailed to the Informatica Knowledge Base
team.
In addition to the Knowledge Base, GCS Support TV has its own channel on YouTube that contains videos aimed at helping
customers resolve technical issues.
Moderated Support Forums

Customers have full access to discussions that are moderated by Informatica, allowing customers, partners, and enthusiasts to share
knowledge and solve problems.
Product Updates and Emergency Bug Fixes

All customers with valid Subscriptions will be entitled to receive enhancements and updates as they are released. Informatica has a team
of dedicated engineers who are highly motivated to ensuring that Informatica Cloud Services remains the market leader.
If a customer finds a bug in the product that either stops production or prevents a key milestone being achieved and puts deadlines at
risk, and there is no valid workaround, Informatica will provide an Emergency Bug Fix (EBF). EBFs are not available to customers on
Standard support.
Informatica DiscoveryIQ and DiscoveryIQ Plus

Informatica DiscoveryIQ (IDIQ) is a value-added service platform that helps customers with a complete understanding of their product
usage and consumption. Its built-in intelligence brings contextual recommendations and best practices based on product usage trend,
anomalies detected and overall interaction history with Informatica.
Informatica DiscoveryIQ highlights:

 Product adoption and operational KPI report pack
 New customer on-boarding and go-live checkpoint services
 Implementation health check and contextual recommendations
 Upgrade validation checkpoint and critical jobs monitoring
 Product performance improvement and optimization service
 Produce configuration and log analysis with diagnostic reports
 Personalized and tailored content based on experience and potential pitfalls

The key features of Discovery IQ and Discovery IQ Plus are listed in the table below:
Features DiscoveryIQ DiscoveryIQ Plus

Interactive Dashboard ● ●
Critical Alerts ● ●
Adoption Analytics ● ●
Operational Analytics ● ●
Best Practices and Recommendations ● ●
Upgrade Readiness Report ● ●
Onboarding Content ● ●
Intelligent Content ●
Predictive Analysis ●
Peer Benchmarking ●
Advanced Log Analytics ●
Product Alerts
There are occasions where critical alerts are found based on the advanced monitoring capabilities in the Cloud infrastructure. These
personalized alerts, which may impact customers are sent directly to the subscribed email addresses and gets published proactively in
Informatica DiscoveryIQ. These alerts reduce the risk of downtime.
Upgrade Readiness Report

The Upgrade Readiness Report, available through Discovery IQ, provides personalized recommendations to ensure customers
experience a seamless upgrade. The report will let customers know whether any corrective action needs to be performed prior to the
upgrade such as increasing memory or, disk space. The report helps determine whether the Informatica Cloud environment is ready to
be upgraded to the upcoming version.
Post upgrade, customers will get reports on:
a) Critical task run comparison between pre- and post-upgrade
b) Agent upgrade report with status of success or failure
Customers can view the reports by logging into Informatica Discovery IQ and navigating to the Upgrade tab.
Web Based Support

Before opening a Case, customers are encouraged to log into Informatica Network and search the Knowledge Base, browse the different
resources or use the discussions. In addition, there is a section containing debugging tools to assist with the isolation and resolution of
issues.
Most issues can be resolved in this way. If no solution is found, then a Case can be opened and the customer will be prompted to attach
all relevant information to allow a support engineer to start isolating and resolving the problem.
Live Expert Chat

A support engineer will be available during Local Business Hours to help in shipping, administration and basic technical issues. If the
issues are complex and need in-depth analysis, the Cases will be routed to the next level engineers.
Initial Response
GCS will provide an initial response within the designated times shown above.
For support outside of Local Business Hours or on weekends and public/bank holidays, see Contacting GCS section above.

Continued Response SLA
Customers with Enterprise and Mission Critical support are provided with the additional benefit of an ongoing response commitment
providing guaranteed regular updates as follows:
Priority Response Frequency

P1 2 Hours1
P2 8 Hours1
P3 12 Hours1
1
The Continued Response times are during Local Business Hours only. For support outside of Local Business Hours or on
weekends and public/bank holidays, see Contacting GCS section above.
Global 24/5 P1 Support

Customers with a valid Premier support agreement may open high-priority Cases (Priority 1, or P1) outside of Local Business Hours. For
P1 support outside of Local Business Hours, please see Contacting GCS section above.
Global 24x7 P1 Support

Customers with a valid Enterprise or Mission Critical support agreement may open high-priority Cases (Priority 1 or P1) outside of Local
Business Hours. For P1 support outside of Local Business Hours, please see Contacting GCS section above.
Follow the Sun Case Handling

GCS has support centers around the globe, enabling Cases to be passed from one center to another. This effectively provides the ability
to work on a problem around the clock.
If a customer with Mission Critical support requires an issue to be worked around the clock, the request should be made to the support
engineer.
During problem isolation and resolution, engineers may require additional information from customers. If they are not available, this will
delay progress and work will not be able to start again until the requested information is available. In these circumstances, the Case
priority may be downgraded.
Target Service Restoration

For Mission Critical support customers, the Target Service Restoration times are available for all Informatica Cloud Products. On
determination that the root cause of the issue is an Informatica error, Informatica will aim to provide a workaround within the time frames
shown below or, as mutually agreed, provide a fix that corrects the error.
Support Level P1 P2
Mission Critical Support 24 Hours 48 Hours
Designated Support Team

For Mission Critical customers, to enhance the level of understanding of a project, a team of designated support engineers will handle
Cases from the customer. This improves continuity, allows customer contacts and the designated team to build a closer working
relationship, and provides the team with a better context within which to provide assistance.
Critical Milestone Support

This offering provides short-term, proactive Informatica based assistance at critical stages during a project. Milestones can include
migration of Informatica environments from test/development to production, migration of the Informatica production environment to a new
server, installation or upgrade of products. The support offering includes the following:
 Review of milestone or project activity
 Mitigation of risks by identifying known issues or potential problems and review of third party software to ensure interoperability
 Real time support provided by a GCS engineer who has become familiar with the environment and project prior to the event
thus saving time if a critical issue arises.
The aim of Critical Milestone support is to provide customers with a proactive, collaborative service and therefore, reduce risk during a
critical phase of a project. There will be GCS involvement before the task to:
 Identify any “known” issues before commencing the activity
 Review of third party products and dependencies (such as operating system and database versions)
 Recommend steps or specific tasks to undertake
 Review success criteria
 Review roll-back plans
 Lower risk when implementing system changes by having direct support from experienced Informatica personnel
 Knowledge transfer
Qualifying customers are entitled to use this service once per maintenance year. If the service is required more than once in the year, it
can be purchased at an additional cost.
Please contact GCS for more details.
Predictive Escalation
Predictive Escalation is an advanced and intelligent machine learning algorithm that monitors Case activity in context and pre-emptively
alerts the GCS leadership of situations requiring their direct attention. This service will apply a continuously updated algorithm to Support
Cases to determine when a Case needs escalation, involving GCS Managers without the customer having to explicitly ask for their
involvement.
Predictive Critical Cases

By analyzing complex log patterns and adoption information through DiscoveryIQ, Informatica predicts any environment specific
anomalies and risks of downtime. Priority 1 Cases will be created automatically on behalf of the customer and contacted by a support
engineer.
Adoption Monitoring and Benchmarking

Adoption Monitoring tracks usage and allows comparison of adoption with organizations of similar sizes. This helps to optimize tasks
across peak and non-peak load times and aid the management of security through user audits.
Benchmarking helps to understand how to maximize your Informatica cloud investments, track usage, and see how your adoption
compares to organizations of similar size. You can optimize tasks across peak and non-peak load times and manage security with user
audits.
Benefits Include:
 Easy tracking of data volume trends
 Increased awareness of feature usage and product consumption
Mission Critical customers are entitled to use the Adoption Benchmarking service once per maintenance year. If the service is required
more than once in the year, it can be purchased at an additional cost.
Please contact GCS for more details.
Customer Success Manager

A Customer Success Manager (CSM) will work with customers to understand their key business drivers and help align Informatica
products with their technology and business initiatives. The CSM will be a single point of contact during the on-boarding process, review
customer project objectives, help identify best practices and product adoption, define customer training based on subscription agreement
and most importantly help drive customer success.
Customer On-Boarding
The Cloud Onboarding Service enables customers to successfully launch cloud services projects. Informatica Customer Success
Managers (CSMs) will engage with customers for a fixed scope of work, within fixed time commitments. Informatica will review
customer's requirements and confirm in advance that the Informatica Cloud Customer Success Service offering will meet those
requirements. This is a one-off service for qualifying customers.
Customer Success Packs

Customer success packs will ensure success with Informatica’s Cloud products by defining customer training plans based on the
Subscription agreement.
 Cloud Data Management for Salesforce Success Pack:
o First use case for Profile, with Matching and De-duplication of single Object (Account, Contact or Lead -- up to 100k
records).
 Includes Expert Profiling session with the Informatica Data Quality Assistant Tool to assess the quality of your data.
o Performance-tuning session to optimize your speed for the Force.com platform.
 Cloud Data Integration Informatica Cloud Success Pack
o Successful configuration of two existing endpoint connections, in Batch or Real-Time, depending on licensing.
 Design Your Own Cloud Success Pack
o Create your own curriculum from a selection of expert sessions and architecture deep dives to accomplish your first
use case, up to 10 sessions. You can also focus this effort to your trusted Partner to jump start your project with our
Partner mentoring program.
 Add-on Cloud Success Packs
o Advanced expert help for an additional cost. This is a choice of our Cloud Application Integration Success pack or our
Advanced Cloud Data management for Salesforce Success pack.
Enterprise support customers will be provided with Starter Success Packs; Mission Critical customers will be provided with Expert
Success Packs.
Please contact your Sales Account Manager or Customer Success Manager for more information.
Additional Features
The following features are available to customers on all levels of Cloud support
Electronic Alerts/Advisories (SupportFlash)

SupportFlash is a monthly newsletter published by GCS that contains release information, updates on fixes to known issues, end of life
notifications along with tips and tricks. Follow the link to subscribe to SupportFlash.
Online Case Status Reporting

Customers may review their Cases through the customer portal at any time. In addition, if customers want a report of their Cases or
Projects in an Excel format, they can now use the Export to Excel option from the customer portal itself.
Online Contact Maintenance

The Primary Contact can delete, add, and update Contact details on their support project by clicking Edit under Manage Contacts.

4: Informatica On Premise Support
This section covers support levels for Informatica on premise products. These products may be licensed through Subscription or
perpetual licenses and may be installed on local hardware or Cloud hosted platforms such as Azure or Amazon.
Informatica offers two levels of on premise support programs: Enterprise and Mission Critical.
Enterprise Support
Enterprise support is for customers who have projects utilizing Informatica products either in a single location or across multiple
geographies. Projects with an Enterprise agreement may nominate eight Read/write contacts. In addition, Enterprise support provides
access to customer support engineers 24 hours per day, 7 days a week for Priority 1 (P1) Cases. Enterprise Support provides access to
support enablement material, emergency bug fixes as well as access to a number of value added services such as critical milestone
support.
For P1 support outside of Local Business Hours, please see Contacting GCS section above.
Support outside of Local Business Hours is available only in English.
Mission Critical Support

Mission Critical support is for customers with multiple projects where latency and performance are key factors to the success of a project.
Customers opting for Mission Critical Support will benefit from a faster response time for high priority issues as well as Target Service
Restoration times.
This level provides all the services of Enterprise support and additionally provides the option to have a designated engineering team
within the Informatica support organization and Follow the Sun support for all priorities of Cases.
Projects with Mission Critical support can have up to 12 nominated read/write contacts.
For support outside of Local Business Hours, please see Contacting GCS section above.
Business Critical Success Plan

Business Critical Success Plan is an add-on support plan available to both Enterprise and Mission Critical customers. The Business
Critical Success Plan is designed for customers who are looking for solutions that address ever evolving business problems. It aims to
provide faster realization of value and implementations that maximize return on their Informatica investments.
Key Services include:
• Sunset version support
• 2X faster response times
• Direct access to subject matter experts
• On Demand live assistance
• Assigned success manager
• Project Success Bundle that includes “Advisory and Monitoring Services”, touching every phase of customer project lifecycle:
o Installation*
o Implementation*
o Upgrade*
o Go-live assistance
* These services are available for PowerCenter, PowerExchange, Data Quality, and MDM products only. Please contact GCS
for more details.

On Premise Support Offerings ENTERPRISE MISSION CRITICAL
Self-Service Entitlement
Number of read/write contacts 8 12
Support Channels Web, Email, and Telephone Web, Email, and Telephone
Moderated Support Forums • •
Online Knowledge Base • •
Product Enhancement and Updates • •
Emergency Bug Fixes • •
Support Enablement Materials • •
Best Practices Webinars • •
Informatica Certified Specialist Exam • •
Response Entitlement
Initial Response P1 = 1 Hour1, P2 - 4 Hours1 P1 – 30 Min1, P2 - 2 Hours1
Global 24/7 Support P1 Only All Priorities
Follow the Sun Case Handling P1 Only All Priorities
Predictive Escalation • •
On Demand Escalation • •
Continued Response SLA • •
Exclusive Mission Critical Entitlement

Target Service Restoration P1-24 Hours, P2 - 48 Hours
Prioritized Emergency Bug Fixes •
Designated Support Team •
Informatica University On Demand Subscription •
Critical Milestone Support •

2
Informatica Competency Center Enablement •
Customer Success Manager2 •

3
Business Critical Success Plan - Add On
Sunset Version Support • •
2X Faster Response Times • •
Direct Access to GCS Subject Matter Experts • •
On Demand Live assistance on WebEx • •
Assigned Success Manager • •
Project Success Bundle • •
1
Committed response times are during Local Business Hours only. For P1 support outside of Local Business
Hours, see Contacting GCS section above. Support outside of Local Business Hours is available only in
English.
2
Availability of services may vary based on value of Informatica investments. For details please contact your
Informatica Account Manager.
3
New Add-on option for Enterprise and Mission Critical customers. Please contact your local Maintenance
Renewals team or email dlicare@informatica.com for more details.

On Premise Support Components
Web Based Support

Before opening a Case, customers are encouraged to log into Informatica Network and search the Knowledge Base, browse the support
solution center, or use the Discussion Forums. In addition, there is a section containing debugging tools to assist with the isolation and
resolution of issues.
The majority of issues can be resolved in this way. If no solution is found, then a Case can be opened and the customer will be prompted
to attach all relevant information to allow a support engineer to start isolating and resolving the problem.
Moderated Support Forums

Customers have full access to Discussions Forums that are moderated by Informatica, allowing customers, partners, and enthusiasts to
share knowledge and solve problems.
Online Knowledge Base and Support TV

All Informatica Customers have access to our comprehensive Knowledge Base. The Knowledge Base can be used to search for
documented solutions to known technical issues about Informatica products. It also contains answers to FAQs, technical white papers,
and “How To” articles. Any questions, comments, or ideas about the Knowledge Base, can be mailed to the Informatica Knowledge Base
Team.
In addition to the Knowledge Base, GCS has its own channel on YouTube that contains videos aimed at helping customers
resolve technical issues.
Product Enhancements/Updates
Customers with valid support contracts can request the latest version of the Informatica products they have purchased as soon
as they become available. Additionally, these customers are entitled to receive updates for their Informatica products.
Emergency Bug Fix

If a customer finds a bug in the product that either stops production or prevents a key milestone being achieved and puts deadlines at
risk, and there is no valid workaround, Informatica will provide an Emergency Bug Fix (EBF). For those customers that choose Mission
Critical support, GCS will ensure that any EBF request is prioritized and driven through the process.
An EBF is a one-off fix for the specific product version, and it does not go through the complete QA testing and regression suite in the
same way as a Version or Hot Fix. GCS strongly recommends that customers deploy the latest Hot Fixes rather than single, one-off
EBFs. Refer to the Product Lifecycle section for more details.
Mission Critical customers will get prioritized EBFs.
Support Enablement Materials

Read/Write contacts from customers that have Enterprise or Mission Critical support will have access to all enablement material from
GCS.
Best Practices Webinars

Webinars are a monthly initiative from the GCS organization, where a Subject Matter expert will present sessions on various aspects of
Informatica Product(s). GCS Webinars are presented on the last Thursday of every month. Customers can register for the webinars by
going through the details posted via a banner on the home page of Informatica Network or through the registration links sent through
invitations based on the product profile settings of the users.
All webinar topics are recorded and uploaded to the GCS YouTube Channel.
Informatica Certified Specialist Exam

Informatica University Certification Exams measure not only knowledge, but also real deployment skills, ensuring that Informatica

Certified Professionals (ICP) know exactly how to deliver a successful project.
Customers with Enterprise Support will have the opportunity to have one contact sit for a Certification Exam once per year for no
additional charge. Customers with Mission Critical support will have three Certification Exam credits per year at no additional charge.
For more information on Informatica Certification Exams, please click here.
Initial Response
GCS will provide an initial response within the designated times shown above. For support outside of Local Business Hours or on
weekends and bank holidays, see Contacting GCS section above.
Global 24x7 P1 Support

Customers with a valid Enterprise or Mission Critical support agreement may open high-priority Cases (Priority 1 or P1) outside of Local
Business Hours. For P1 support outside of Local Business Hours, please see Contacting GCS section above.
Follow the Sun Case Handling

GCS has a number of support centers around the globe enabling Cases to be passed from one center to another, effectively providing
the ability to work on a problem around the clock.
If a customer with Mission Critical support requires an issue to be worked around the clock, the request should be made to the support
engineer.
During problem isolation and resolution, engineers may require additional information from customers. If they are not available, this will
delay progress and work will not be able to start again until the requested information is available. In these circumstances, the Case
priority may be downgraded.
Predictive Escalation
Predictive Escalation is an advanced and intelligent machine learning algorithm that monitors Case activity in context and pre-emptively
alerts the GCS leadership of situations requiring their direct attention. This service will apply a continuously updated algorithm to Support
Cases to determine when a Case needs escalation, involving GCS Managers without the customer having to explicitly ask for their
involvement.
On Demand Escalation
If customers need to increase the priority or attention on a particular Case, they can do so by clicking on the “Escalate Case” button on
Informatica Network. For more information, please refer to the Escalations section in this document.
Continued Response SLA

Customers with Enterprise and Mission Critical Support are provided with the additional benefit of an ongoing response commitment
providing guaranteed regular updates.
Priority Update Frequency
P1 2 Hours1
P2 8 Hours1
P3 12 Hours 1
1
The Continued Response times are guaranteed during Local Business Hours only. For support outside of Local Business
Hours or on weekends and public/bank holidays, see Contacting GCS section above.

Target Service Restoration
For Mission Critical customers, the following Target Service Restoration times are available for PowerCenter, PowerExchange, MDM,
and the ILM range of products only.
Support Level P1 P2
Mission Critical Support 24 Hours 48 Hours
On determination that the root cause of the issue is an Informatica error, Informatica will aim to provide a workaround within the time
frames shown above or, as mutually agreed, provide a fix that corrects the error.
Designated Support Team

For Mission Critical customers, to enhance the level of understanding of a project, a team of designated support engineers will handle
Cases from the customer. This improves continuity, allows customer contacts and the designated team to build a closer working
relationship, and provides the team with a better context within which to provide assistance.
Informatica University On-Demand Subscription

Customers who purchase Mission Critical support are entitled to one annual subscription pass for the On-Demand training offered by
Informatica University. One annual pass consists of 60 lab hours that can provide more than 1 on-Demand training topic. For example,
complete PowerCenter on-Demand training is 40 hours. This provides customers access to the entire On-Demand training catalog with
immediate access, any time of day. The number of passes may vary based on the value of Informatica investment. For details, please
contact your Account Manager or visit our Informatica University site.
Critical Milestone Support

For Mission Critical customers, this offering provides short-term, proactive Informatica based assistance at critical stages during a
project. Milestones can include migration of Informatica environments from test/development to production, migration of the Informatica
production environment to a new server, installation, or upgrade of products. The support offering includes the following:
 Review of milestone or project activity
 Mitigation of risks by identifying known issues or potential problems and review of third party software to ensure interoperability
 Real time support provided by a Support Engineer that has become familiar with the environment and project prior to the event,
thus saving time if a critical issue arises
The aim of the critical milestone support service is to provide customers with a proactive, collaborative service and therefore, reduce risk
during a critical phase of a project. There will be GCS involvement before the task to:
 Identify any “known” issues before commencing the activity
 Review of third party products and dependencies (operating system versions, database versions etc.)
 Recommend steps or specific tasks to undertake
 Review success criteria
 Review roll-back plans
 Lower risk when implementing system changes by having direct support from experienced Informatica personnel
 Knowledge transfer
Critical Milestone support is available for PowerCenter, PowerExchange, Data Quality, MDM, and ILM Data Archive products only.
All customers with Mission Critical support are entitled to use this service once per maintenance year. If the service is required more
than once in a year, it can be purchased at an additional cost. Please contact Informatica Support for more information.
Informatica Competency Center Enablement

As Informatica products become the standard for enterprise data integration in many organizations, customers are developing their own

centers of excellence, integration competency centers, or shared services helpdesks. To help in the success of these organizations,
Informatica has developed a program to share knowledge from our own skilled and experienced support engineers to one or two key
individuals by inviting them to one of our own support centers.
This is available to customers with Mission Critical support who will benefit from an increased knowledge of how to troubleshoot and
isolate problems with Informatica products thereby improving their ability to resolve problems. Benefits include:
 Increased product knowledge
 Better understanding of the support process
 Ability to reproduce issues
 Clear understanding of what needs to be provided when raising an issue with GCS
 Overview of tools available to aid with problem isolation
 Quicker time to resolution
Availability of this service is based on the value of Informatica investments. For details, please contact your Informatica Account
Manager. Mission Critical customers are entitled to use this service once per maintenance year.
Customer Success Manager

A Customer Success Manager will spend time with senior business sponsors and stakeholders to understand key business drivers and
success factors. They will help align Informatica products with customers’ technology and business initiatives. They will conduct periodic
business reviews, establish on-boarding processes specific to individual customer needs, help with product adoption and ensure overall
customer satisfaction with Informatica interactions. Availability of this service is based on the value of Informatica investments. For
details, please contact your Informatica Account Manager.
Sunset Version Support
Sunset Version Support refers to the period of support after the end of life of any Informatica on premise software. There are two stages
to Sunset Version Support: Extended and Sustaining Support.
For full details on Extended and Sustaining Support see the Product Release Policy and Sunset Version Support section.
Additional Features
The following features are available to customers on all levels of on premise support:
Electronic Alerts/Advisories (SupportFlash)

SupportFlash is a monthly newsletter published by GCS that contains release information, updates on fixes to known issues, end of life
notifications along with tips and tricks. Follow the link to subscribe to SupportFlash.
Online Case Status Reporting

Customers may review their Cases through the customer portal at any time. In addition, if customers want a report of their Cases or
Projects in an Excel format, they can now use the Export to Excel option from the customer portal itself.
Online Contact Maintenance

The primary contact can delete, add, and update contact details on their support project by clicking on Edit under Manage Contacts.
Hot Fix and Patch Download

Customers can access and download the latest Hot Fixes from Informatica Network. Patches are released through our FTP site.
Debugging Tools
Customers can troubleshoot issues by downloading the same tools that GCS uses. These tools can help customers resolve issues faster
thereby improving productivity.

5: On Premise Product Release Policy and Sunset Version
Support
This section is only applicable to customers with on premise subscription or perpetual licenses.
Product Lifecycle
For the purposes of this document, a Version is defined as a release containing major functionality changes and enhancements. A
Version includes new features, improvements to functionality, and/or modifications to Informatica products to remain current with
changes to operating systems, databases and other third-party applications. A Version also includes quality fixes for software defects
identified in earlier versions and revised product documentation.
Informatica always recommends installing the latest Version of the software. With each release, new features, enhancements, bugs
and corrections are added. During the period of general support, Informatica Global Customer Support (GCS) is available to assist with
all questions and issues relating to that Version. Additionally, Informatica will from time to time provide Updates of that Version
(“Updates”). Updates include minor releases, security patches and Hot Fixes (“HF”).
Hot Fixes are a controlled release of a set of patches for known issues. Generally, Hot Fixes are released every three to six months for
the current version of the product. Each Hot Fix release is cumulative so, for example, HF3 will contain all the fixes from HF1 and HF2
in addition to the new fixes in HF3. Hot Fixes undergo full regression testing and compatibility testing. If customers report a problem that
is resolved in an available Hot Fix, they will be asked to install that Hot Fix release. Please note that first shipment releases of the
software generally do not get Hot Fix releases.
If necessary, an Emergency Bug Fix (“EBF”) can be developed for critical issues. EBFs will only be provided for the latest Hot Fix or
point release of that product Version. For example, if a customer has an issue with Version 9.6.1 of a product and the latest release is
9.6.1 Hot Fix 4 then the EBF will be built on 9.6.1 Hot Fix 4 only. An EBF is a one-off fix for the specific product version, and it does not
go through the complete QA testing and regression suite in the same way as a new release or Hot Fix. GCS strongly recommends that
customers deploy the latest Hot Fixes rather than single, one-off EBFs.
EBFs are provided to Enterprise and Mission Critical customers only.
Support Duration
At Informatica, we recognize our customer’s need to maximize the return on their investment in our software. We also recognize that
different business needs sometimes restrict the ability to upgrade to the latest software in a timely manner.
To assist our customers with forward planning, Informatica will provide a minimum general support period of four (4) years from the
date of General Availability (“GA”) release of each product Version.
Multiple Version Support

To allow our customers sufficient transition time to move to a new Version, Informatica offers support on the current and the previous two
Version releases, subject to the support duration. For example, with the release of MDM 10.3, Informatica will continue to offer support
for MDM 10.2 and 10.1.
As of January 2016, Informatica has begun migrating products to this new support model. Products that have migrated to this support
model, such as the Informatica Platform, are highlighted in the Product End of Life document.
Unsupported Versions
As new Versions are released, older Versions of the product become obsolete and are no longer supported. If there is an issue with an
unsupported Version, customers should expect that they will need to upgrade to a supported Version to resolve it.
End of Life Announcements

Informatica will announce the end of life date for a product Version at least 12 months in advance. End of life announcements will be
broadcast via the SupportFlash newsletter and announced on the Informatica Network portal. Click here for the current End of Life

Announcements.
Sunset Version Support

Sunset Version Support refers to the period of support after the end of life of any Informatica on premise software. There are two stages
to Sunset Version Support: Extended and Sustaining Support:
Extended Support
Customers who need additional time to upgrade have the option of taking 12 months extended support from the announced end of life
date (“Extended Support”). During the Extended Support period, Informatica will provide fixes that are already available for known
issues, provide answers to “how to” questions and help with general questions. If a problem is found that has not been fixed in that
Version but has been fixed in a later Version, a customer must upgrade to the newer Version to receive the fix. During the Extended
Support window, no additional platforms, new operating system releases or other newer third-party products will be certified.
Extended Support is available at an additional charge. Please contact dlicare@informatica.com for more information.
Sustaining Support
Informatica understands that in certain circumstances a customer may need a further extension to support (“Sustaining Support”) to
ensure business continuity. Following the Extended Support period, Informatica offers an additional two (2) years of Sustaining Support
for major product Versions. Sustaining Support is not available for all products. Where Sustaining Support is not available, customers
will need to upgrade to the latest available Version. To assist with planning, Informatica will confirm the available dates for Sustaining
Support at the same time as the end of life announcement.
During the Sustaining Support period, Informatica will provide support for production issues only. Informatica will only provide fixes that
are already available for known issues and provide help with general questions. Note that Sustaining Support will be provided in English
only.
Sustaining Support is available at an additional charge. Please contact dlicare@informatica.com for more information.
Third Party Product Compatibility

Informatica's products rely upon and interact with a large range of products supplied by third-party vendors. Examples include database
systems, ERP applications, web and application servers, browsers, and operating systems.
Support for major releases of third-party products is determined and published in Informatica's Product Availability Matrix (PAM). The
PAM states which third-party product release is supported in combination with a specified Version of an Informatica product.
If a third-party product or release is not listed in the PAM, then it is not supported. An abbreviated PAM is available on the GCS Portal
and is updated as new releases of third party products are tested or as older releases are discontinued. Informatica cannot support

Informatica software installations on third-party components that are no longer supported by their suppliers. Customers may need to
upgrade to more recent releases of third party components.
It is recommended that customers contact Informatica GCS before implementing or changing a release of a third-party product used in
conjunction with Informatica products, or upgrading the Version of an Informatica product.
Emerging Product Compatibility

Customers running Informatica products on emerging and cutting edge third-party technologies must be prepared to follow a different
upgrade path than that of Informatica products on more established or mainstream technologies. For example, Hadoop vendors are
frequently updating their releases with bug fixes and new features. Given the emerging nature of such products, some of these new
features may cause compatibility issues with Informatica products. Informatica will release more frequent Updates on products such as
Informatica Big Data Management to try to ensure that they keep up to date with the latest third-party developments. In the same way,
customers must ensure they regularly install Updates provided by Informatica to avoid such compatibility or other issues.
Updates such as Hot Fixes are announced in the SupportFlash Newsletter. Customers can also contact GCS for further information.
Interoperability Support Between Informatica Products

Informatica is committed to ensure that all its products work seamlessly together. The Product Availability Matrices (PAM) provides
details of the required interoperability between the different products and versions. For example, Informatica Data Exchange (DX) and
Data Integration Hub (DIH) have an interoperability matrix with PowerCenter.
To ensure robust product interoperability, different version levels of each product are certified together for support. Interoperability
support between different version levels is valid as long as the product version is under general support. For example, Informatica DX
10 shows interoperability with PowerCenter 9.6.1. However, as PowerCenter 9.6.1 is no longer under general support, additional
Sunset Support for PowerCenter is required to ensure both products are fully supported.
For any concerns on support compatibility between Informatica products, please contact dlicare@informatica.com for more information.

6: Subscription and Maintenance Renewal Policy
Subscription
The Products and their Subscription term are given in the original Customer order. Subscription Services will be valid for the period
defined in the order. Upon the expiry of the Subscription term, access to the Products and Support Services will terminate unless a
Subscription renewal is agreed by both parties. Support Services are included in Subscription Fees and, unlike perpetual licenses, may
not be separately canceled.
For questions about Subscription terms, Products or renewals, contact the nearest support center or email
support_admin@informatica.com.
Maintenance Renewals
To receive the Support Services outlined in this guide, each customer must have an active Maintenance Agreement. Before the end of
the support term, an Informatica representative will contact the customer about support renewal. If for any reason such a contact does
not occur, please notify us at support_admin@informatica.com.
Informatica reserves the right to revise maintenance fees with 90-days’ notice.
For questions about maintenance contracts, changes to support plans, co- terming of maintenance agreements, or the renewal dates,
contact the nearest support center or email support_admin@informatica.com.
On-Premise License Cancellation Policy

This section applies to on-premise licensed products only.
Cancellation and Re-Instatement Policy

In the event that a Customer cancels Support Services for any Software, the Customer may continue to use the Software pursuant to
Customer’s license agreement with Informatica or its reseller. However, during any period during which Customer is not enroll ed in
Support Services, no support or version updates of Software will be provided to Customer.
To reinstate Support Services, Customer must pay to Informatica all accumulated support fees for the period during which the Customer
was not enrolled in Support Services, plus support fees for the annual term in which Customer re- enrolls Software licenses under
Support Services. Informatica will provide Support Services for only the latest major release of Software.
In addition, should Support Services lapse for Software, upon their recommencement Customer will be assessed a reinstatement fee.
The reinstatement fee is equal to 125% of the last paid annual support fee, prorated from the date Support Services are being ordered
back to the date they lapsed.
Customer must also purchase an additional twelve (12) months of Support Services for all licenses of Software whose support is being
re-instated. For in-term cancellations, Customers will not receive any refund or credit of unexpired Support Services.
Pricing Following Downgrade of Software Licenses or Level of Support

Pricing for Support is based upon the volume of software licenses and level of support chosen at the time that Support Services are
ordered. In the event that Customer terminates a subset of licenses on a single order, or requests a reduction in the level of support, the
price of Support Services for the remaining licenses on that order will be revised to reflect the Support Services list price in effect at the
time of termination or reduction. This revised price will not exceed the price of Support Services that Customer previously paid for the
original number of Software licenses.

7: Informatica Network Portal
Informatica Network is a unified community that provides an ecosystem for our customers to connect with their peers, Informatica
experts, and broader community to accelerate their learning, deployment and adoption of Informatica products using different interaction
channels.
Informatica Network is a consolidated silo of Support resources, Informatica Communities, Informatica University, and User Groups.
Using a single login and profile, you can access all these under the umbrella of Informatica Network. It has a Responsive User Interface
for seamless navigation, which adapts itself to the device on which it is viewed.
Informatica Network provides you a rich repository of content including the following:
 Knowledge Base articles

 Documentation guides
 How-To Library
 Product Availability Matrix
 Support TV
 Upgrade Planners
 Velocity (Best Practices)
 Informatica University training modules
 Community collaboration through Discussion Forums and User groups
 Show me How wizard to help you explore the site in a guided manner
Please refer to the Get Started page, which contains all the resources to get you started with Informatica Network.
Accessing Informatica Network
You can access Informatica Network as Anonymous and Authenticated users. Among Authenticated users, you will have additional
privileges as a Support contact.
Anonymous User
As an Anonymous user, you will have access to:
• Federated Knowledge Base search with spotlight search bar on each page and suggested results

• Product Resources such as discussions and How-to-Libraries of all the Informatica products
• Other resources such as Support TV, Informatica Expert Assistant, Debugging Tools, Mapping Templates etc.
• Informatica University and User groups.
Authenticated User
As an Authenticated user, in addition to the above privileges, you will have access to:
• The Community Page where all the relevant links are available customized as per your profile. You will be able to see the
latest Case feeds, Community feeds, Featured Content, and Recommendations based on your search history and
download history. You will also be able to view the latest announcements and content for the product community that you
are associated with.
• Option to personalize your home page view by editing the communities (products) you are associated with.
• Federated KB search with access to Product document resources, Product Availability Matrices (PAM), End of Life (EOL)
statements, and Support statements.
• GCS guide to policies and procedures
• 2-years’ archives of our newsletter SupportFlash. Follow the link to subscribe to SupportFlash.
• Option to Start a discussion, comment/reply to posts, collaborate with experts, peers, and Informatica Moderators.
• Create your own streams and follow spaces, people, discussions, and blogs to get customized alerts
• Customize your user profile with your skill sets, status updates, avatars, and profile pictures.
Support Contact User

As a Support Contact user, you will have access to the following additional privileges:
• Case Management System (eSupport)
• Personalized Support Case widget that displays your open Cases and Technical Profiles
• Option to record your issues and attach them as videos to Cases to help articulate the issue better, thus leading to a
quicker resolution time.
• Configuration Support Manager (CSM)
• Hot Fixes and Emergency Bug Fixes (EBF)
• Change Request Tracking system
• GCS exclusive Support Enablement Materials
• Discussion to Case feature. If there is no response on the discussion thread for 48 hours, “Convert to Case” button will
appear for project contacts to raise a case directly from there. Currently, this feature is launched for the Cloud community
as a pilot.
Opening and Updating a Case with Online Support (eSupport)
Accessing Online Support from the Informatica Network landing page provides access to the following:

• Projects, Cases, Technical Configurations, Contacts, Dashboard, and option to Search Cases
• Quick links to create a new Case, review the files sent through Configuration Support Manager (CSM) application, add a
technical profile or view a change request.
• The current selected Project, the top 5 Cases that have been opened/owned by the contact, top 5 open Cases for the entire
selected Project, the technical configuration associated with the contact, the last updated files via CSMs, and a Customer
Portfolio report that gets added every month.
• Screen recorder to record your issues and attach them as videos to Cases is available for download here.
For more information, please refer to the following videos:

 Overview of Informatica Network
 How to Create a New Case
 How to Update an Existing Case
 How to Add an Attachment to a Case
 How to Create a new Discussion
 How to Search the Knowledge Base
 How to Search for Product Documents and H2Ls
 How to Search for PAM, EOL and Support Statements

Appendix A: Informatica FTP Site (TSFTP)
Informatica Global Customer Support (GCS) provides a web based interface to our Technical Support File Transfer Protocol (TSFTP)
server that can be used to download software updates and transfer files, to and from GCS. This section describes the GCS TSFTP
server connectivity and organization details.
Some of the important features of the TSFTP include:
 A simple and secure web based interface to quickly transfer files
 Privacy and confidentiality with end-to-end encryption and non-repudiation when up/downloading using the web interface.
 Alert notifications on successful uploads
 End user interface available in English, German, French and Spanish
 File integration checking and guaranteed delivery when files are transferred through the new web-interface.
Access to TSFTP
Since Single Sign On is enabled to access TSFTP, there are three ways to access TSFTP:
1. From Informatica Network:
a. Login to Informatica Network.
b. Click the “Hot Fix Links” option under Quick Links on the Home page
c. Click the “EBF Download” tab
2. From Informatica eSupport:
a. Login to Informatica Network
b. Click on “Access eSupport”
c. Select any of the Cases
d. Click on the Upload to TSFTP on the left
3. Directly from TSFTP site:
a. Go to https://tsftp.informatica.com
b. Click on Try Single Sign On with SAML option at the bottom of the page
c. Provide your login details
FTP Server Organization

The FTP server is organized into two major areas:
Directory Contents Access Control
/Home This directory contains all the files and folders Only you have the read, write and delete access to
that you have uploaded. this folder
/updates This directory contains all software updates for our Read-only access. Accessible to all users with a
products, organized by product and version. valid portal login.
Supported Web Browsers

TSFTP has been tested against and fully supports the following major browsers when using the Upload/Download Wizard (ActiveX or
Java):
 Microsoft Internet Explorer (IE) 11 or higher (Windows only)
 Mozilla FireFox 47 or higher (Windows, Mac and RedHat Linux)
 Google Chrome 52 or higher (Windows only)
 Apple Safari 9 or higher (on Macintosh only)

Security Notes
As all the secure protocol data transfers are 128-bit encrypted, the TSFTP server is very secure for data transfer to and from GCS.
Informatica does not support anonymous access to the FTP server.
Appendix B: Accessing Support Using Email

To open a Case via email, the email must be in the template format given below. Emails not conforming to the template cannot be
processed by GCS.
Note: Whilst using email is a valid method for opening and updating Cases, GCS recommends using the support portal
(https://network.informatica.com). Using the online channel ensures all relevant information on an issue is captured and allows GCS to
respond and resolve the issue more efficiently. Submitting a Case via email typically lacks the detailed information that is required to
troubleshoot the issue. This may cause resolution delays and impact timelines.
Email Template to open a Case
To open a Case by email, use the template below and send the email to support@informatica.com:
[Project Number]
<Enter only the project number that the Case relates to>
[Case Priority]
<Enter one of the following: P1, P2 or P3>
[Case Type]
<Enter one of the following: Technical, Shipping or Administrative>
[Case Subject]
<Enter the subject of the Case - maximum 64 characters>
[Case Description]
<Enter a brief description about the issue >
If responding to an existing Case, please ensure that the [Case ref id] is included in the email subject.

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About this guide

Global Customer Support (GCS)

Product Specialist Engineers

Informatica Global Customer Support Guide 3

Informatica Global Customer Support Guide 4

Subscription and Maintenance Agreements

Accounts and Projects

Informatica Global Customer Support Guide 5

Informatica Global Customer Support Guide 6

An emergency situation with no workaround. When a production system is down

P2 Non-emergency but urgent situation with a workaround.

Virtual Meetings (WebEx)

Informatica Global Customer Support Guide 7

Third Party Vendors

Emergency Bug Fixes, Change Requests and Feature Requests

Informatica Global Customer Support Guide 8

Contact Informatica University

Informatica Global Customer Support Guide 9

The number of Support Cases is limited to 15 per year.

Mission Critical Support

Informatica Global Customer Support Guide 10

Category Features Standard Premier Enterprise Mission Critical

* Features applicable to Informatica Cloud only

Informatica Global Customer Support Guide 11

Informatica Cloud Academy

• Watch a video to learn a topic.

• Perform hands-on exercises to practice what has been learnt

• Take a quiz as a review of the concepts and ideas taught.

Online Knowledge Base and Support TV

Moderated Support Forums

Product Updates and Emergency Bug Fixes

Informatica DiscoveryIQ and DiscoveryIQ Plus

Informatica DiscoveryIQ highlights:

Informatica Global Customer Support Guide 12

Features DiscoveryIQ DiscoveryIQ Plus

Upgrade Readiness Report

Web Based Support

Live Expert Chat

Informatica Global Customer Support Guide 13

Priority Response Frequency

Global 24/5 P1 Support

Global 24x7 P1 Support

Follow the Sun Case Handling

Target Service Restoration

Mission Critical Support 24 Hours 48 Hours

Designated Support Team

Critical Milestone Support

Predictive Critical Cases

Adoption Monitoring and Benchmarking

Customer Success Manager

Customer Success Packs

Electronic Alerts/Advisories (SupportFlash)

Online Case Status Reporting

Online Contact Maintenance

Informatica Global Customer Support Guide 16

Mission Critical Support

Business Critical Success Plan