Version 24
    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.




    More Information
    Managed UpgradeAurea performs a single environment upgrade of CX Messenger to the latest version, including non-functional testing to ensure upgrade stability.Annual2

    Managed Upgrade Guide:  On-Premise CX Messenger

    Architecture & Health CheckStability and usability assessment, preventive maintenance check, scalability, and OS level stats (CPU, memory) assessment.Annual2Architecture & Health Check Guide:  CX Messenger
    Prime KickstartAurea performs and tests the installation of the Prime-eligible CX Messenger product.Annual2-4Unlimited Kickstart Guide
    Services Available to Enterprise Customer
    Application Performance TuningOptimize the performance of the CX Messenger Solution deployed in a single environment to be consistent with Aurea best practices.Annual2-4Platinum 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.


    Key Roles

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

    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


    Customer Responsibilities

    • 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.


    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 service by creating a request case in the Aurea Support Portal at



    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 to the Request a Service section for details.