But the potential threat of third-party competition wasn't a factor in the development of Xtreme Support, Trick said. Rather, customers will be more easily able to upgrade to the variety of next-generation software Infor has been rolling out in recent months thanks to the improved support service, she said.
Nor has Infor been experiencing an exodus of customers who decide not to renew their maintenance contracts, she said. "I can't share the [renewal] rate, but we have nothing to complain about."
Trick declined to provide specific pricing for the support tiers. Existing customers who had 24-hour, five-day and 24-hour, seven-day support plans won't see a pricing change, while the Elite level would incur additional fees, according to an Infor document.
One observer took a measured view of Xtreme Support.
"Infor's customer base tends to own their software for a long period of time before they upgrade," even verging on 20 years, said analyst Ray Wang, CEO of Constellation Research. While they may or may not be looking for a higher-priced, higher-end support offering, "their big concern is to keep systems up and running," he said. "These are critical systems."
Chris Kanaracus covers enterprise software and general technology breaking news for The IDG News Service. Chris's e-mail address is Chris_Kanaracus@idg.com