We manage the queue. You stop chasing tickets.

Advanced Utility Systems Support

We bridge the gap with Advanced Utility Systems. We monitor and manage on your behalf; handling everything from local fixes to vendor escalations.

End-to-End Owner

We are your first and last call. If an application issue can be fixed within your localized environment, our engineers solve it. If it requires a core code fix from Advanced Utility Systems, we open, track, and aggressively drive the ticket to resolution on your behalf—then translate the technical fix back into plain language and working, real-world results.

Infinity Experts

We know the CIS Infinity architecture inside and out across V3, V4, and V5 platforms- including the volatile database upgrade gaps in between. From billing engines and meter-to-cash workflows to advanced reporting and field workforce management tools, we already know your custom build. You get to permanently skip the basic version interrogation.

Zero Vendor Friction

Stop sitting on hold or repeating your infrastructure story to a revolving door of new helpdesk agents. We absorb the operational friction: we manage all back-and-forth communication with the vendor, enforce project timelines, and deliver clear, daily status updates on every open ticket.

From Tickets to Resolution

Municipal and cooperative utilities depend on CIS Infinity for the mission-critical work that keeps operations running—billing cycles, customer service management, and month-end closes.

But when a database error occurs or a bill run freezes, the standard vendor routine kicks in: open a ticket, explain it to a Tier 1 agent, get routed to a backlogged queue, and wait. Meanwhile, your billing deadlines loom, operational velocity stalls, and your customer service team is left fielding angry customer calls.

Allied Data Works changes who does the waiting. We step in as your dedicated, proactive support layer, bridging your internal team and Advanced Utility Systems. We resolve what we can immediately on the spot, and for anything requiring a vendor patch, we manage the case so your team doesn’t have to.

The Support Queue Black Hole

The Problem: You log an issue, receive an automated ticket number, and then… silence. You waste valuable hours chasing status updates and re-explaining the bug to new agents, with no clear visibility on a resolution timeline.

Our Solution: We hold the case so you don’t have to. The moment an issue requires vendor intervention, we open and own the ticket on your behalf, push for immediate escalation when timelines slip, and provide a single daily status report in plain language. You stop project-managing your own support.

Generic Support Doesn’t Know Your Build

The Problem: Every utility configures CIS Infinity differently-rate structures, billing rules, third-party integrations, and legacy customizations layered in over decades. Standard support treats you like a blank install, wasting precious time re-establishing your baseline environment.

Our Solution: We already hold your configuration context. We assign a dedicated engineering squad that explicitly learns your specific Infinity build, rules, and integrations. Whether you are running legacy V3, mid-migration to V4, or live on V5, we ensure you never start from zero. Framing the issue correctly the first time is half the battle to a faster fix.

Version Gaps Leave You Exposed

The Problem: Running an older version of Infinity or moving between platforms creates a dangerous support gray zone where features shift, behaviors change, and standard documentation assumes you are on the latest release.

Our Solution: We cover the entire version spectrum. Because we support V3, V4, and V5 platforms side-by-side, we know exactly where the upgrade seams are. We keep your database stable on your current version, prepare your tables for the next migration, and ensure a “known issue” on a newer release doesn’t become your problem to diagnose.

Overcoming Common
Support Frustrations

If you’ve ever felt trapped waiting on a helpdesk ticket while a critical bill run sat frozen, you are not alone. Utilities running CIS Infinity frequently hit the same operational walls. We engineered our support model to systematically eliminate them:

The Queue Delay

Billing deadlines cannot pause, but urgent tickets often do. We bypass these bottlenecks

Groundhog Day Support

Every ticket means re-explaining your custom environment to a new agent. Our dedicated team knows your history

The Black Box

Zero visibility into case status until a fix randomly arrives. We enforce transparency with daily communication

The Version Mismatch

Receiving troubleshooting guidance that assumes a build you aren’t running yet. We provide version-specific scripts

Siloed Fixes

Vendors close a bug without understanding your operational end. We ensure business continuity

The Middleman Trap

Wasting your day relaying messages between your staff and the vendor. We own the relationship directly

Stretch Beyond Traditional Vendor Support

Don’t let rigid vendor workflows stall your utility’s operations. Put an elite data engineering partner who knows CIS Infinity between your team and the support queue.

Schedule a free consultation today to see how Allied Data Works can remove the technical support burden from your staff and maximize your system performance.

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