Aurea Platinum Support Services Guide: On-Premise CX Messenger

Version 24

on May 28, 2018 1:00 PM. Last modified by hemraj.surlu

on Jan 14, 2019 11:50 PM.

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-premise 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-premise 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: On-Premise 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	Unlimited Kickstart Guide
Services Available to Enterprise Customer
Application Performance Tuning	Optimize the performance of the CX Messenger Solution deployed 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. 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 the customers about Platinum services and deliverable Works with customers to schedule platinum services Is the first point of escalation
Platinum Delivery Director	Manages the Platinum Service Delivery organization Is the 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 questionnaires, request diagrams and so forth
Provide access to an appropriate environment for the requested service, e.g. production, development or equivalent. Access to the hosts varies according to the service requested. 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

Refer to Aurea Platinum Support Services Delivery Process for more information.

You can request 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. Please indicate your preferred Customer Name in the Subject Title for the request.

The following are frequently asked questions about Platinum Services.

Is my company eligible for Platinum Services?

All Platinum Support members with on-premise CX Messenger platforms are eligible for the services identified in this guide.

How do I request a Platinum Service?

You can request 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.