Infronest Problem Management

Infronest Problem Management gives IT teams a formal process for investigating recurring incidents and documenting their causes, workarounds and fixes. It is aimed at enterprises, managed service providers and technology organisations. The case for it is strongest when problem records must connect to incident, asset and change workflows.

Overview

The six-stage workflow runs from New and Investigating through Root Cause Identified, Known Error and Resolved to Closed. That sequence gives teams a shared route from investigation to closure, while recording the RCA, workaround, permanent resolution and known errors. It is a better fit for organisations that need repeatable problem handling than for teams looking only to track individual support requests.

Key features

A problem can connect to multiple related incidents and a specific affected asset. Separate priority and impact fields distinguish urgency—Critical, High, Medium or Low—from scope, which ranges from Enterprise-wide to Low. Internal comments let a team retain investigation notes without making them part of the broader record.

Known errors and their documented workarounds can be exposed through a dedicated database endpoint. Change records can point back to the problem they resolve, connecting the RCA to change approval, implementation and rollback plans. This creates a useful chain from recurring symptoms to an authorised permanent fix. Third-party patching, scheduled deployments and scheduled reboots are also supported.

Security controls include encryption in transit and at rest, tenant isolation and server-enforced TOTP two-factor authentication for privileged roles. Infronest says its controls are internally verified and aligned with ISO 27001, but it has no external compliance certification yet. Organisations whose procurement requires independently certified compliance should account for that gap.

Pricing

Starter costs ₹29,999/mo and includes 10 IT agents, unlimited employees, up to 100 assets, up to 10 servers and 5 GB of document storage. Email support has a standard 24-hour response SLA. It is the lower-cost entry point for a smaller service desk, but its agent, asset, server and storage caps may constrain a growing operation.

Professional costs ₹49,999/mo and raises the allowances to 25 IT agents, up to 500 assets, up to 50 servers and 25 GB of storage; employees remain unlimited. It also upgrades support to priority service with a four-hour response. This is the more suitable tier for a larger team managing a broader estate, though the higher monthly commitment buys finite quotas rather than unlimited capacity.

Enterprise starts at ₹94,999/mo, with final pricing scoped to team size and requirements. It includes unlimited IT agents, employees and servers, 100 GB of storage with custom retention, and an on-premise deployment option. It is the tier to consider when those capacity or deployment needs justify custom pricing; buyers should clarify the final scope and cost.

Starter and Professional have a 14-day free trial with no credit card required. There is no free plan. The general starting-price note of ₹850/user/mo is distinct from the monthly plan totals: buyers should compare the quoted plan and its included agent count with their intended deployment.

Platforms

Infronest supports Android, iOS, Windows, macOS, Linux, web, API and self-hosted deployments. The platform range suits mixed environments, while the on-premise option is specifically included with Enterprise.

Who it's for

This is a considered choice for enterprise IT departments, managed service providers and technology organisations that need to tie recurring-incident analysis to assets, known errors and controlled changes. Smaller teams may find the paid entry plan and its fixed quotas difficult to justify unless that connected workflow is central to their work.

Pros and cons

Connected investigation records: Multiple incident links, an affected-asset link and change references keep diagnosis connected to the operational context and proposed fix.

Dedicated known-error route: Workarounds can be documented and surfaced through a database endpoint, helping teams handle recurring issues consistently.

Useful security controls, with a certification caveat: Encryption, tenant isolation and privileged-role TOTP are specified, but there is no external compliance certification yet.

Substantial paid plans: Starter begins at ₹29,999/mo, and its 10-agent and 100-asset limits may rule it out for smaller or budget-constrained teams.

Higher tiers trade price for capacity: Professional still caps agents, assets, servers and storage; Enterprise removes several caps but starts at ₹94,999/mo and has scoped final pricing.

Alternatives

For a broader shortlist, see IT Problem Management Software. If patching is the primary requirement, compare Patch Management Software.

GLPI is worth considering when a free plan or a lower per-agent cloud entry point matters; its Public Cloud plan is €19 a month per user (IT agent).

Matrix42 FastViewer is a paid alternative priced at 540.00 € per concurrent session per year, plus 19% VAT.

TechExcel ProjectOne ALM has a DevTrack with KnowledgeWise plan at $10 a month per user, with the displayed price for annual billing.

iTop offers a free, unlimited Community plan for teams prioritising a no-cost option.

Znuny is open-source software available free to use, with paid support also offered.

ZServiceDesk is another paid service-management option.

Alemba Service Manager is a paid alternative with flexible pricing and a license-free self-service portal for end users.

Freshservice may suit teams looking at a paid service desk with a Starter plan at $19 a month, billed annually.

Verdict

Choose Infronest Problem Management if your enterprise IT or service-provider team needs a disciplined route from recurring incidents to known errors and change-controlled fixes. Its linked records and defined investigation stages are the main reasons to choose it. Look elsewhere if you need external compliance certification, a free plan or a lower-cost entry point.