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    Platinum Support Program | Platinum Services


    Available Services

    The following offerings or services are available to Aurea CRM customers with Aurea Platinum Support for On-Premise.




    More Information
    Managed Upgrade**

    Aurea performs and tests an application upgrade to the latest version. Production Readiness Check is also performed as part of the managed upgrade

    Annual4-8Managed Upgrade Guide:  Aurea CRM (On-Premise)
    Architecture & Health CheckStability assessment, preventive maintenance check, scalability and OS level stats (CPU, memory) assessmentAnnual2Architecture and Design Review & Health Check Guide:  Aurea CRM (On-Premise)
    Prime KickstartAurea performs and tests the installation of any Prime-eligible productAnnual2-4Unlimited Kickstart Guide
    Performance Check***Catalog and optimize all dimensions of system performance with Database optimization,  Application configuration optimisation, Hardware analysis and sizingAnnual3-5Performance Check Guide:  Aurea CRM (On-Premise)

    * The duration (in weeks) is applicable once the agreed upon start date is reached and all required customer inputs are delivered to the Platinum Support project team.

    ** Migration from version 7 or below to version 8 or higher is not in the scope of platinum services managed upgrade.

    *** Only available for enterprise edition clients


    Enhanced Support


    Customer Success Desk
    • 24x7 access to dedicated team of Success associates who are specially trained to quickly address and resolve support needs
    Severity One Response Time
    • Immediate access by phone
    • One-hour response from a product expert through support portal
    Online Support Portal
    • 24x7 online access to case tracking, support knowledge base, and product documentation
    VIP Phone Hotline
    • 24x7 phone support
    Preferred Patch and Hotfix Updates
    • Preferred access to service packs or hot-fixes for your releases
    Priority Issue Resolution
    • Product engineering prioritizes your requests
    Extended Support
    • Support for legacy versions up to three years old
    Unlimited Development Licenses
    • Access to unlimited development licenses for all your quality assurance and development needs


    Customer Responsibilities

    • Request Platinum Support  service offering
    • Provide requested information in a timely manner
    • Provide access to production or equivalent directly or indirectly


    Process Overview

    The following is the common delivery process format for all Platinum Support service projects. Details will vary for each service.

    • Initiation
      • Service request processing
      • Initial information requests
      • Initial planning
    • Preparation
      • All primary planning, analysis, development and training
    • Execution
      • Delivery of the offering

    Refer to Aurea Platinum Support Services Delivery Process  for more information.


    Request a Service

    You can request a service by creating a case in the Aurea Support Portal at



    The following are frequently asked questions about Platinum Support Services.

    • Is my company eligible for Platinum Support Services?
      • All Platinum Support members with on-premise Aurea CRM are eligible for the services identified in this guide. If your company is not already a Platinum Support member, contact your account manager to learn how to become one.
    • How do I request a Platinum Service?
      • You can request a service by creating a case in the Aurea Support Portal at to the "Request a Service" section for details.