|Platinum Support Program | Platinum Services|
Audience: IT, Operations, and Management staff responsible for Aurea CRM operations and maintenance.
Purpose: Help Aurea CRM customers with Aurea Platinum Support for the Cloud understand the available services and how to request them.
The following services are available to customers with a Platinum membership with Aurea CRM on the Cloud.
|Service||Description||Frequency||Duration (Wks)*||More Information|
Aurea performs an application upgrade to the latest version. Customers can choose to upgrade to a major or minor version of the software on the Cloud.
|Prime Kickstart||Aurea performs and tests the installation of any Prime-eligible product||Annual||2-4||Unlimited Kickstart Guide|
* The Duration (in Weeks) is applicable once the agreed upon start date is reached and all required customer inputs are delivered to the Platinum project team.
** Migration from version 7 or older to a higher version is not in the scope of platinum services managed upgrade.
|Customer Success Desk|
|Severity One Response Time|
|Online Support Portal|
|VIP Phone Hotline|
|Preferred Patch and Hotfix Updates|
|Priority Issue Resolution|
The details of the following services will be added soon at which time you may request them.
The following are the key Platinum Support Services roles involved in the delivery of the services.
|Customer Success Manager (CSM)|
|Platinum Support Delivery Director|
|Platinum Support Project Manager|
|Platinum Support Consultant|
- Request Platinum Support Service service
- Provide requested information in a timely manner
- Provide access to production or equivalent directly or indirectly
The following is the common delivery process format for all Platinum Support Service projects. Details will vary for each service.
- Service request processing
- Initial information requests
- Initial planning
- All primary planning, analysis, development and training
- Delivery of the offering
Refer to Aurea Platinum Support Services Delivery Process for more information.
Request a Service
The following are frequently asked questions about Platinum Support Services.
Is my company eligible for Platinum Support Services?