This article contains a communication which was sent to all active Infinio customers on Monday, August 26, 2019, announcing the upcoming launch of our new support portal.
As announced in Andy Tryba’s letter to you April 30, 2019, Infinio and Think3 are executing an integration plan that will ensure our customers receive the highest levels of customer service, product functionality, and technical support. To that end, we are excited to confirm the upcoming transition of Infinio customers to an enhanced support system for managing customer support interactions. Along with the system change, we bring our expertise and best practices in customer support gained across more than 80 companies to date.
Beginning September 1, 2019, all support issues and requests for assistance from Infinio customers will be managed through a dedicated Infinio section within our central support system. You will be able to submit your support issues directly to our support team by:
- Logging into the new Infinio Support Portal (https://support.infinio.com)
- Sending an email (firstname.lastname@example.org)
- Calling one of our new support numbers:
U.S. (toll-free number): +1-888-576-9392
From outside the U.S: +1 972-556-5067
All support issues created via any of the above channels will be quickly routed to the correct support person, tracked methodically, and promptly resolved. Further details on accessing the system can be found in the FAQ document below.
Furthermore, in order to protect your data in compliance with GDPR guidelines, all tickets created via email will be assumed to contain sensitive data and ticket comments will only be accessible through the web portal. If you would like to receive ticket comments via email, customers may go to the portal to acknowledge that the ticket doesn't contain any sensitive data.
We appreciate your attention to this change and look forward to further optimizing your results as part of our continuous focus on 100% customer success.
Infinio Support Team
It is also recommended to read the Infinio Support FAQ article.