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    Platinum Support Program | Platinum Services

     

    Audience: Customer IT and managers responsible for CRM operations and maintenance.

     

    Purpose: Help customers with Cloud Aurea CRM platforms understand the upgrade process.

     

     

    Benefits

    Your Aurea CRM application is up to date with the latest features and technology.

     

    Recommended Frequency

    Annual Managed Upgrades are recommended.

     

    Eligibility

    All Platinum Support members with cloud Aurea CRM platforms are eligible for the Managed Upgrade.

     

    Required Customer Inputs

    • Completed upgrade questionnaire

     

    Platinum Team Final Outputs

    • You have latest version of Aurea CRM running on all the environments

     

    Timeline

    Hosting CRM upgrades of all the three environments (Dev, UAT, Production) typically takes around 6-10 weeks.

     

    Process Detail

    The following is a more detailed description of the delivery process.

    MilestoneActivityDetailsOwnerDuration
    Initiation
    Upgrade RequestCreate Request Case• Submits case in customer's CRM support portalCustomerN/A
    Respond to Request

    • Acknowledges receipt

    • Works with customer to get required upgrade request information

    • Informs customer the Platinum Project Manager will be in touch within 1 day

    Platinum Consultant1 day
    Acknowledge Request Formally

    • Emails customer acknowledging receipt of the Platinum Service Request

    • Provides high-level overview of next steps

    Platinum Project Manager

    1 day
    Analyse Analyse the Questionnaire and the system

    • Analyse the Questionnaire and follow-up if more details are required

    • Analyse the Development Environment and understand the installation and the modules

    Platinum Consultant4 days
    Preparation
    Test Case Verification Verify Test Cases in the Development Environement• Runs test cases provided by customer against the Development Environment Platinum Consultant4 days
    Upgrade PreparationStage Upgrade Files

    • Downloads upgrade files and transfer to Development/UAT/Production Environment

    3 days
    Backup Configuration Files• Performs backups of installation folder structure and database holding configuration files of all environments
    Execution
    Upgrade Delivery
    DevelopmentUpgrade Development Environment

    • Upgrades development environment

    • Re-apply settings as needed

    Platinum Consultant12 days
    Test• Performs sanity test
    Fix Issues and Retest

    • Fixes issues as needed and retests

    Hand over Development Environment• Hands over the development environment to the customer for testing and sign off
    UATUpgrade UAT environment

    • Upgrades UAT environment

    • Re-apply settings as needed

    Platinum Consultant

    8 days
    Transfer fixes from Development• Transports fixes as a result of sanity testing to UAT
    Test

    • Performs sanity test

    ProductionUpgrade Prod environment

    • Upgrades Prod environment

    • Re-apply settings as needed

    Platinum Consultant8 days
    Transfer fixes from Development• Transports fixes as a result of sanity testing to Prod
    Test• Performs sanity test

     

    Request an Upgrade

    You can request an upgrade by logging a Service Ticket in the Aurea Support Portal at https://support.aurea.com/.

    • Refer to the Screenshot of the Service Ticket entry screen below.
      1. Once in the portal, click AUREA SUPPORT, then LOG A SERVICE TICKET
      2. Enter Subject:  "Platinum Services Request: Managed Upgrade"
      3. Select Service Type:  "Managed Upgrade"
      4. Provide other required information
      5. Provide the following information in the Description:
    • Earliest Start Date
      • Ideal Start Date
      • Deadline Date for Completion
      • Reason for the Deadline Date
      • Acknowledgement that access to development/staging system will be provided
      • List of Customizations

    Screenshot of the Service Ticket entry screen:

    Next Steps:

    • Platinum Services will respond to your request within 1 business day
    • You will receive an upgrade questionnaire to complete and return
    • A Project Manager will contact you to get the project started

     

    FAQs

    The following are frequently asked questions about the Platinum Services Managed Upgrade.

     

    Is my company eligible for a Managed Upgrade?

    • All Platinum Support members with on-premises installations are eligible for the Managed Upgrade.

    How do I request a Managed Upgrade?

    • You can request an upgrade by creating a request case in your CRM support portal. Refer to the Request an Upgrade section for details.

    What are our responsibilities for a Managed Upgrade?

    • A completed upgrade questionnaire must be provided.
    • Timely assignment of resources.

    How long will a Managed Upgrade take?

    • Cloud Aurea CRM upgrades of the three environments(Dev, UAT & Prod) typically takes about 6-10 weeks.