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    Platinum Support Program | Platinum Services

     

    Available Services

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

    ServiceDescriptionFrequencyDuration (Wks)*More Information
    Prime KickstartAurea performs and tests the installation of CX Process Prime-eligible productAnnual2-4Unlimited Kickstart Guide
    GDPR Protect ServicesAurea performs GDPR compliance activitiesQuarterly2CX Process and GDPR Compliance (English)
    Cloud Utilization AuditAurea performs deep analysis and provides visibility, insight, and utilization bench-markingBiannually2Coming soon!
    * 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.

     

    Customer Responsibilities

    • Request Platinum Service service
    • Provide requested information in a timely manner
    • Provide access to an appropriate environment such as development or equivalent for migration purposes. 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/.

    • Enter case title:  "[Customer Name] - Platinum Services Request: Cloud Based CX Process [type of service requested]
    • 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 a cloud-based CX Process platform 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.