Technical Support
About Our Web Site
Our web site (www.infores.com) describes the wide variety of products and services available from IRI. Topics range from product information to technical support and references. In addition to the keyword searchable database of TechNotes and Frequently Asked Questions, Technical Support will provide regular updates and new information to keep you informed about the products you use.
Our Objective
The Technical Support objective is to provide superior customer service by responding in a timely manner to all technical problems. All calls are documented and priorities are set based on your needs.
Our technical analysts refer your product concerns to IRI's development organization whether they are enhancement requests or problems you have encountered using our software. We work closely with product management to assist in developing a product that best suits your needs.
Our technical analysts often have advanced degrees as well as many years of technical support experience. We pride ourselves on providing true technical support for all of our products.
How to contact us.
OLAP Support Hours: Monday - Friday 8:30 A.M. to 7:00 P.M. EST.
Apollo Support Hours: Monday - Thursday 8:30 A.M. to 7:00 P.M. EST, Friday 8:30 A.M. to 5:00 P.M. EST.
You can use the online form to submit an inquiry to Tech Support or email us at technical.support@infores.com.
Tech Support phone number: 1.866.ANALYSE (1.866.262.5973)
Tech Support Fax number: 1.781.672.4560
Products we Support.
We provide support for the current versions and previous release of the following products:
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Apollo Software |
OLAP Software |
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Apollo (Professional, Briefcase, Lite) |
Review Net |
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Apollo Shelf Set |
CPGNetwork |
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Apollo CPCM |
Builders |
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Apollo View Creator |
PowerPlusTM |
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Apollo Viewer |
Retail Exchange |
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Apollo Planogram Accelerator (APA) |
XLerate \ XLeratePlusTM |
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Oracle Sales Analyzer© |
We also support the interaction of these products with operating systems, applications and communication protocols that product management endorses.
How IRI Technical Support Works.
You have several options for contact with IRI Technical Support:
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You can call us at 1.866.ANALYSE (1.866.262.5973) at the hours above. If all technical analysts are servicing other clients at that time, you will have a choice to remain in queue up to five minutes until a analyst is available or leave a voice mail message.
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You can email us at Technical.Support@infores.com or use the online form to submit an inquiry to Tech Support.
In either case, be prepared to provide your name, company, product, version, and platform information.
To ensure a fast resolution, the following information will be necessary:
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Provide Product, Enviornment, Platform, Contact information (Company, your Name, Phone and Email).
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Application
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Exact scenario of the problem
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Exact error message (if any)
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PC configuration
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Communications configuration
Our research process.
Several steps are taken to come to a quick and satisfactory resolution:
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First, we will gather information needed to resolve the call.
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Next, an analyst will search through our IRI Technical Support knowledge base for an already reported resolution.
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If a similar call is not found, the analyst will try to reproduce your problem and begin working toward a resolution.
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Once the Specialists has exhausted their knowledge, they will escalate to the next level of support including Development.
- OLAP Support New and updated information.
- Apollo Global Suite Support New and updated information.