Data Management Leader Launches New and Enhanced Support Programs for Informatica Cloud, On-Premise and Big Data Management Customers
Informatica®, the world’s No. 1 provider of data management solutions, today announced that for the 11th year in a row, it has earned top marks in customer loyalty in the annual Data Integration Customer Satisfaction Survey conducted by independent research from Kantar TNS, a global leader in insight and information.
According to the 2016 Kantar TNS survey, Informatica leads the competitive field in achieving the best scores in key areas, including overall quality of new versions, ease of use, ease of installing software fixes, effectiveness of escalation management, and value received from customer training relative to price paid.
The 2016 Kantar TNS survey also found that:
- 94 percent of Informatica customers surveyed said overall performance improved/stayed the same over the previous year.
- 91 percent of Informatica customers surveyed intend to repurchase Informatica solutions.
- 86 percent of Informatica customers surveyed consider themselves a favorable reference.
Each year, Kantar TNS surveys data integration product customers. The survey ensures the relevance of numerous categories of customer satisfaction, such as product quality, customer support and professional services, to determine how vendors perform in each area. Customers are asked to share views and perceptions of all the vendors across a range of attributes and measures. These measures are combined to present a ProCLI (Customer Loyalty Index), or the loyalty score, which measures customer engagement.
New and Enhanced Cloud Support Offerings
The company today also announced new and enhanced cloud support offerings. With this announcement, Informatica now offers four levels of support programs, tailored to help customers of all sizes realize the potential of their cloud investments: Standard, Premier (new), Enterprise and Mission Critical.
- New Premier support tier – This new tier is designed for small to medium size organizations requiring Service Level Agreement (SLA) bound, unlimited assisted support.
- Enriched Enterprise and Mission-Critical support programs – Informatica’s Enterprise support tier now includes innovative new features, such as predictive critical cases, predictive escalation, enhanced health checks and alerts delivered through Informatica Discovery IQ platform. The Mission Critical support tier has been augmented by new service options, such as target service restoration commitment, executive business reviews, and designated support team.
New Business Critical Success Plan for On-Premise Deployments
Informatica also debuted a new plan for customers with on-premise Informatica implementations. The Business Critical Success Plan is available as an add-on to the Enterprise and Mission Critical support tiers. The new success offering provides several key service components designed to drive adoption and faster time-to-value, including:
- Sunset version support.
- Accelerated response commitments (2x).
- Direct access to Informatica subject matter experts.
- On-demand live assistance.
- Assigned success manager.
The Business Critical Success Plan also incorporates an extensive Project Success Bundle, with expert services for every phase of a customers’ project lifecycle. These services include an Installation Advisory Service, Implementation Advisory Service, Upgrade Advisory Service and Go-Live Assistance.
New Big Data Support Accelerator
Additionally, Informatica unveiled a new support accelerator pack to help Informatica Big Data Management customers install and configure the product and run a representative set of jobs within just days. The Informatica Big Data Support Accelerator enables customers to overcome business challenges around big data, achieve faster time-to-value and drive adoption. The accelerator program is a collaborative exercise with Informatica big data experts who understand use cases and work with customer teams to set up big data environments (install/configure), complete risk assessments, and run a set of sample mappings or jobs. The program includes knowledge transfer of best practices along with references to Informatica University courses and Informatica Professional Services to further address business needs.
“Informatica Cloud is a critical part of the solution in our technology stack. It is important for us to have a great team supporting our business and end customers,” said Varun Uppal, Cloud Data Integration developer, Fitbit. “Informatica’s Enterprise Support Program provides us with proactive services helping us minimize any risk and prevent expensive downtimes. It is truly a great partnership with Informatica.”
“The value-added services offered by Informatica have proven to be a wise investment to our global organization time and time again,” said Philip Morris, manager, Operations and Service Programs, Hewlett Packard Enterprise. “We were recently able to reduce our global platform upgrade time by 15 percent through the proactive efforts of the Upgrade Advisory Services and coordination by an Informatica Success Manager. Without these key services, we would have run into unexpected issues throughout the ecosystem that would have made us miss our upgrade window and impact many mission critical applications of many key business units.”
“Providing industry-leading support is crucial to driving industry-leading customer satisfaction and success,” said Ansa Sekharan, executive vice president, Global Customer Support and Education Services, Informatica. “Informatica is committed to continuous innovation in support services and customer success programs that help maximize the value of our customers’ data and their data management investments while they are going through their digital transformations.” Sekharan continued, “Available now, these new support offerings reflect Informatica Global Customer Support’s unwavering focus on staying in front of the constantly evolving support demands of our dynamic marketplace.”
Informatica is 100 percent focused on data because the world runs on data. Organizations need business solutions around data for the cloud, big data, real-time and streaming. Informatica is the world’s No. 1 provider of data management solutions, in the cloud, on-premise or in a hybrid environment. More than 7,000 organizations around the world turn to Informatica for data solutions that power their businesses.