Supplementary Third-Party Vendor Update Support

Third-party vendors are continually improving their software, and regularly release updates to reflect these improvements. In order to help clients capitalize on these improvements, some platforms listed in the Infor Workforce Management Product’s Platform Support Matrix and other tables in this chapter are eligible for “Supplementary Third-Party Vendor Update Support”.

Supplementary Third-Party Vendor Update Support means that Infor provides contracted support services to some platform versions. The versions that are eligible display “see note 1” in the matrix and other tables in this chapter. This support includes any patches or service packs relating to the updated platforms subsequently released by the applicable vendor. The list of platforms eligible for Supplementary Third-Party Vendor Update Support may be updated from time to time at Infor’s discretion.

Third party dependencies

Supplementary Third-Party Vendor Update Support eligibility is based upon each vendor’s stated compatibility of various platforms. Infor cannot resolve issues that:

  1. are caused by an incompatibility between the platform and another third party component (for example, a specific version of database may have a known issue with a specific version of the operating system).
  2. can only be reproduced on a higher patch or service pack version of a platform component, as the issue is probably the result of a regression in the vendor’s platform component.

Testing and environment availability

Infor may not test all patch or service packs and may not have an environment immediately available with the exact patch version following a vendor release of such patch or service pack. As such, an environment may not be available to reproduce a specific reported support service incident. If a platform is eligible for Supplementary Third-Party Vendor Update Support, Infor will take commercially reasonable steps to create an environment as soon as reasonably practicable. Clients are advised that there may be a delay in reproducing such platform-specific issues.

Responsibility for installing upgrades for third-party software

On-premise customers are responsible for maintaining third-party software in their environments. This includes installing upgrades or patches for third-party software that is required as part of the Workforce Management platform.

Lower patch levels

Infor does not provide support services in reference to patch or service pack versions prior to or lower than those listed in this chapter.