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    Platinum Support Program | Platinum Services

     

    Audience:  IT, Operations, and Management staff responsible for Aurea CRM operations and maintenance.

     

    Purpose:    Help Aurea CRM customers with understand the Architecture and Design Review & Health Check process included in Platinum Support for On-Premise.

     

     

    Benefits

    You receive a comprehensive health report that identifies the areas needing focus and improvement, so your operations can be more seamless and bulletproof than ever.

     

    Recommended Frequency

    Annual Architecture and Design Review & Health Checks are recommended.

     

    Eligibility

    All Platinum Support for On-Premise members are eligible for the Architecture and Design Review & Health Check.

     

    Required Customer Inputs

    • Completed Architecture and Design Review & Health Check questionnaire
    • Provide access to production system or provide all requested resources (e.g. logs, etc.)

     

    Scope

    • General Information
      • Version:  Current ACRM version with commentary on future upgrade plans if appropriate
      • Data Model:  Overview of infoarea (tables) analysis, identification of stale formats (triggers, workflows, rights,etc.)
    • Case Review
      • Review list of cases provided by the customer related to frequently reoccurring system stability and performance
    • Log Analysis
      • Basic check for errors and potential root causes
    • Environment
      • General:  Review of the system configuration, identifying and commenting on concerns, Average Machine Load (CPU, Memory, Disk) - Provide recommendations based on the Perfmon.exe
      • Application:  Review of the designer configuration and roles & processes, identification of unused triggers, workflows, communication formats and rights, suggestions for clean up
      • ACRM Servers:  Review of specification of servers with appropriate supporting notes
      • Databases:  Script to reindex the tables to improve the application speed and performance
    • Assumptions
      • The project scope above will be focused on the ACRM production environment
      • Customer is responsible for implementation of recommendations
      • Customer will provide prompt access to all systems and resources that the Platinum Support team will reasonably need in order to complete the health check
    • Exclusions

      • Load testing

      • Non-production and disaster recovery environments
      • Monitoring consulting
      • Assistance with implementation of recommendations

     

    Platinum Team Final Outputs

    • Aurea CRM Architecture and Design Review & Health Check Report
      • For each item assessed:
        • Findings (e.g. response times, utilization, etc.)
        • Areas of concern identified, with recommendations for mitigation
      • Data cleanup recommendations
      • SQL re-indexing script to improve performance

     

    Timeline

    An Architecture and Design Review & Health Check typically requires two (2) weeks to complete once all required customer inputs are provided.

     

    Process

    • Initiation
      • Customer provides required customer inputs
    • Preparation
      • Aurea CRM inputs captured
    • Execution
      • Inputs analyzed, items of concern and areas for improvement identified and recommendations developed for each
      • Prepare and deliver the Architecture and Design Review & Health Check Report to customer

     

    Request an Architecture & Health Check

    You can request an Architecture & Health Check by logging a Service Ticket in the Aurea Support Portal at https://support.aurea.com/.

    • Refer to the Screenshot of the Service Ticket entry screen below.
      1. Once in the portal, click AUREA SUPPORT, then LOG A SERVICE TICKET
      2. Enter Subject:  "Platinum Services Request: Architecture & Health Check"
      3. Select Service Type:  "Health Check".  "Architecture & Design Review" also valid as you will receive both services with the one request.
      4. Provide other required information
      5. Provide the following information in the Description:
        • Earliest Start Date
        • Ideal Start Date
        • Deadline Date for Completion
        • Reason for the Deadline for Complete

    Screenshot of the Service Ticket entry screen:

    Next Steps:

    • Platinum Services will respond to your request within 1 business day
    • You will receive a questionnaire to complete and return
    • A Project Manager will contact you to get the project started

     

    FAQs

    The following are frequently asked questions about the Platinum Services Architecture and Design Review & Health Check.

     

    Is my company eligible for an Architecture and Design Review & Health Check?

    • All Aurea CRM customers with Platinum Support for On-Premise are eligible for the Architecture and Design Review & Health Check.

    How do I request an Architecture and Design Review & Health Check?

    • You can request an Architecture and Design Review & Health Check by creating a case in the Aurea Support Portal at https://support.aurea.com/.  Refer to the "Request an Architecture and Design Review & Health Check" section for details.

    What are our responsibilities for an Architecture and Design Review & Health Check?

    • A completed Architecture and Design Review & Health Check questionnaire must be provided
    • Access to production system or all requested resources (e.g. logs, etc.)

    How long will an Architecture and Design Review & Health Check take?

    • A typical Architecture and Design Review & Health Check requires two (2) weeks to complete.