Infor Support Assistant document

Infor Support Assistant (ISA) is an additional, integral software component of your licensed Infor products, including Infor ION, designed by Infor Support.

ISA offers these benefits:

Helps to make incident resolution faster.
Enables proactive support that is based on relevant information from your Infor product environment

No license fee is required for ISA; it is provided as part of your maintenance contract.

The ISA Version Document download option gathers specific information about the configuration of the Infor software you have installed. In this case Infor ION runtime information is available in the ISA document. The versions of these ION components are displayed:

IONDesk
IONService
IONSearch
WindowsSessionProvider
installed.features
InforOAGIS
Grid.Version

The ISA Version Document download option creates a SyncSupportProduct.xml document that you can download to the file system. It does not collect any business-sensitive information such as business transactions, user names, or passwords. This downloaded document can be uploaded when you submit a support incident in the Infor Support Portal.

Data gathered for ISA is used to help ensure that your servers are running the recommended configuration. After submitting a support incident about ION, Infor Support experts can efficiently analyze your specific configuration and give you information to solve the issue.

Infor support applications use the data gathered for ISA to tailor the information provided so that it is relevant to your selected environment. The Infor Support Portal also has proactive support features triggered by the data ISA gathers (for example, notification about critical patches).

For more details, see the Infor Support Assistant - Getting Started document available on the Infor Support Portal home page.