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    Platinum Support Program | Platinum Services

     

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

     

    Purpose:     Help customers with on-premises CX Monitor 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
    • Provide access to production system or provide all requested resources (logs, etc.)

     

    Scope

    • Architecture
      • AI Clustering
      • Tibco EMS / AI Architecture
      • AMS Configuration & Best Practices
      • AMS Migration
      • AI Plugins Development Best Practices
      • AI Configurations Best Practices
    • Health
      • AMS
        • Console Response
        • Alerts and Warnings
        • Server Collection Interval
        • Policy Evaluation Interval
        • Event Log File Size
        • Event Log Level Check
        • Database Archival Setup
        • Network Archival Setup
        • Audit Policy
        • Node Status
        • Logs Review for Errors and Warnings
        • Resource Filtering
        • Actional Intrusiveness
        • Config File Size
        • Database Size
        • Custer Setup
        • AMS Memory Configuration
      • Actional Agent
        • Console Response
        • Event Log File Size
        • Event Log Level Check
        • Logs Review for Errors and Warnings
        • Database Connection and Configuration
        • Agent-Interceptor Communication
        • JMS Connection
      • Actional Intermediary
        • Console Response
        • Event Log File Size
        • Event Log Level Check
        • Logs Review for Errors and Warnings
        • Maintenance
        • Audit Policy Check
        • Security
        • Cluster Setup
        • AI Interceptors
        • JMS Connection
    • Exclusions
      • System tuning
      • New business functionality / solution enhancements
      • Existing production system issues resolution

     

    Platinum Team Final Outputs

    • CX MonitorArchitecture & 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 1 week to complete once all Required Customer Inputs are provided.

     

    Process

    • Initiation
      • Customer provides Required Customer Inputs
    • Preparation
      • CX Monitor 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 Monitor 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.