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    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.

    ServiceDescriptionFrequency

    Execution

    (Wks)*

    More Information
    Managed UpgradeAurea performs a single environment upgrade of CX Messenger to the latest version, including non-functional testing to ensure upgrade stability.Annual2Managed Upgrade Guide:  OnPremises CX Messenger
    Architecture & Health CheckStability and usability assessment, preventive maintenance check, scalability and OS level stats (CPU, memory) assessmentAnnual2Architecture & Health Check Guide:  CX Messenger
    Prime KickstartAurea performs and tests the installation of the Prime-eligible CX Messenger productAnnual2-4Prime Kickstart Guide
    Services Available to Enterprise Customer
    Application Performance TuningOptimize  the performance of the CX Messenger deployed solution in a single environment to be consistent with Aurea best practicesAnnual2-4Platinum 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.

     

    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 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.

     

    Process Overview

    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.

     

    Request a Service

    You can request a service by creating a request case in the Aurea Support Portal at https://support.aurea.com/.

     

    FAQs

    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.