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    Platinum Support Program | Platinum Services

     

    Audience:   Customer IT and managers responsible for CX Messenger operations and maintenance.

     

    Purpose:     Help customers with on-premises CX Messenger platforms understand the Architecture & Health Check process.

     

     

    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 & Health Checks are recommended.

     

    Eligibility

    All Platinum Support members with on-premises platforms are eligible for the Architecture & Health Check.

     

    Required Customer Inputs

    • Completed Architecture & Health Check questionnaire
    • Business and functional requirements
    • Provide access to production system or provide all requested resources (logs, etc.)

     

    Scope

    • Architecture
      • Requirements vs actual
    • Health
      • Container
        • Status
        • Configuration
        • Metrics
        • Log File Review
      • ESB Container
        • Status
        • Components
        • Configuration
      • Domain Manager Container
        • Status
        • Configuration
        • Component Running Status
        • Log File Review
      • Broker
        • Running Status
        • Configuration
        • Unsent Messages in Queues
    • Exclusions
      • System tuning
      • New business functionality / solution enhancements
      • Existing production system issues resolution

     

    Platinum Team Final Outputs

    • CX Messenger Architecture & Health Check Report
      • For each Item Checked:
        • Findings (response times, utilization, etc.)
        • Areas of concern identified with recommendations for mitigation
      • Data cleanup recommendations

     

    Timeline

    Architecture & Health Checks typically take 2 weeks to complete once all Required Customer Inputs are provided.

     

    Process

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

     

    Request an Architecture & Health Check

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

    • Enter case title:  "Platinum Service Request: Architecture & Health Check
    • Provide the following information in the Description:
      • Current CX Messenger version
      • Earliest Start Date
      • Ideal Start Date
      • Deadline Date for Completion
      • Reason for the Deadline for Complete

    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 & Health Check.

     

    Is my company eligible for an Architecture & Health Check?

    • All Platinum Support members with on-premises platforms are eligible for the Architecture & Health Check.

    How do I request an Architecture & Health Check?

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

    What are our responsibilities for an Architecture & Health Check?

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

    How long will an Architecture & Health Check take?

    • Architecture & Health Checks typically take 1 week to complete.