Aurea Platinum Support Services Guide: OnPremises CX Messenger

Version 18

on May 28, 2018 1:00 PM. Last modified by sonicwitz on Nov 6, 2018 11:15 AM.

Platinum Support Program | Platinum Services

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

Purpose: Help Platinum Support program members with on-premises CX Messenger understand the available services and how to request them.

Available Services

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

Service	Description	Frequency	Execution (Wks)*	More Information
Managed Upgrade	Aurea performs a single environment upgrade of CX Messenger to the latest version, including non-functional testing to ensure upgrade stability.	Annual	2	Managed Upgrade Guide: OnPremises CX Messenger
Architecture & Health Check	Stability and usability assessment, preventive maintenance check, scalability and OS level stats (CPU, memory) assessment	Annual	2	Architecture & Health Check Guide: CX Messenger
Prime Kickstart	Aurea performs and tests the installation of the Prime-eligible CX Messenger product	Annual	2-4	Prime Kickstart Guide
Services Available to Enterprise Customer
Application Performance Tuning	Optimize the performance of the CX Messenger deployed solution in a single environment to be consistent with Aurea best practices	Annual	2-4	Platinum Performance Tuning for Enterprise Editions
* The Execution (in Weeks) is applicable once the agreed upon start date is reached. A start date cannot be finalized until all required customer inputs are delivered to the Platinum project team.

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

Role	Responsibilities
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

Request Platinum Service offering
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.

The following is the common delivery process format for all Platinum Service projects. Details may 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

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.

The following are frequently asked questions about Platinum Services.

Is my company eligible for Platinum Services?

All Platinum Support members with on-premises 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.