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    Platinum Support Program | Platinum Services

     

    Audience:   Customer IT and managers responsible for CX Messenger.

     

    Purpose:     Help Platinum Support program members, with a cloud-based deployment of  CX Messenger, understand the available services and how to request them.

     

     

    Available Services

    The following offerings or services are available to customers with a Platinum membership with CX Messenger on a cloud platform.

    ServiceDescriptionFrequencyDuration (Wks)*More Information
    Prime KickstartAurea performs and tests the installation of the CX Messenger Prime-eligible productAnnual2-4Prime 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.

     

    Upcoming Services

    The details of the following services will be added soon, at which time you may submit a request for each service.

    Service
    Description
    Frequency
    Duration (Wks)*
    Cloud Utilization AuditAurea performs deep analysis and provides visibility, insight, and utilization bench-markingBiannually2

     

    Key Roles

    The following are the key Platinum Services roles involved in the delivery of the services.

    RoleResponsibilities
    Customer Success Manager (CSM)
    • Educates customers related to platinum services and deliverables
    • Works with customers to schedule platinum services
    • First point of escalation
    Platinum Delivery Director
    • Manages the Platinum Service Delivery organization
    • Highest point of escalation
    Platinum Project Manager
    • Manages delivery of platinum services
    • Publishes project plan and provides regular status updates to the customer
    Platinum Consultant
    • Executes the work involved in delivering the platinum services
    • Helps the customer with technical Q&A

     

    Customer Responsibilities

    • Request Platinum Service service
    • Provide requested information in a timely manner
    • Provide access to an appropriate environment such as development or equivalent. This should be direct access. Indirect access may be acceptable depending on circumstances.

     

    Process Overview

    The following is the common delivery process format for all Platinum 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 request case in the Aurea Support Portal at https://support.aurea.com/.

    • Specific information is required for the request of each type of service.  Refer to the applicable Guide for this required information to avoid delays.

     

    FAQs

    The following are frequently asked questions about Platinum Services.

     

    Is my company eligible for Platinum Services?

    • All Platinum Support members with cloud CX Messenger platforms are eligible for the services identified in this guide.

    How do I request a Platinum Service?

    • You can request a service by creating a request case in the Aurea Support Portal at https://support.aurea.com/.  Refer to the Request a Service section for details.