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    Platinum Support Program | Platinum Services

     

    Available Services

    The following offerings or services are available to customers with a Platinum membership with Aurea Monitor on an on-premise platform.

    ServiceDescriptionFrequency

    Duration (Wks)*

    More Information
    Managed UpgradeAurea performs and tests an application upgrade to the latest versionAnnual1Managed Upgrade Guide:  OnPremises Aurea Monitor
    Architecture & Health CheckStability and usability assessment, preventive maintenance check, scalability and OS level stats (CPU, memory) assessmentAnnual2Architecture & Health Check Guide:  Aurea Monitor OnPrem
    Prime KickstartAurea performs and tests the installation of any Prime-eligible productAnnual2-4Unlimited Kickstart Guide
    Services Available to Enterprise Customer
    Application Performance TuningOptimize solution performance to be consistent with Aurea best practicesAnnual2-4Platinum Performance Tuning for Enterprise Editions

    * The Duration (in Weeks) is applicable once the agreed upon start date is reached and all required customer inputs are delivered to the Platinum project team.

     

    Customer Responsibilities

    • Request Platinum Service offering
    • Provide requested information in a timely manner
    • Provide access to an appropriate environment for the requested service, e.g. production, development or equivalent. Access to the hosts vary 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 will 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-premise Aurea Monitor 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.