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    Platinum Support Program | Platinum Services

     

    Audience:  IT, Operations, and Management staff responsible for Aurea CRM operations and maintenance.

     

    Purpose:    Help Aurea CRM customers with Aurea Platinum Support for On-Premise understand available services and how to request them.

     

     

    Available Services

    The following offerings or services are available to Aurea CRM customers with Aurea Platinum Support for On-Premise.

    ServiceDescriptionFrequency

    Duration

    (Wks)*

    More Information
    Managed Upgrade**

    Aurea performs and tests an application upgrade to the latest version. Production Readiness Check is also performed as part of the managed upgrade

    Annual4-8Managed Upgrade Guide:  Aurea CRM (On-Premise)
    Architecture & Health CheckStability assessment, preventive maintenance check, scalability and OS level stats (CPU, memory) assessmentAnnual2Architecture and Design Review & Health Check Guide:  Aurea CRM (On-Premise)
    Prime KickstartAurea performs and tests the installation of any Prime-eligible productAnnual2-4Unlimited Kickstart Guide
    Performance Checka testing practice performed to determine how a system performs in terms of responsiveness and stability under a particular workload.Annual3-5

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

    ** Migration from version 7 or below to version 8 or higher is not in the scope of platinum services managed upgrade.

     

    Enhanced Support

     

    Customer Success Desk
    • 24x7 access to dedicated team of Success associates who are specially trained to quickly address and resolve support needs
    Severity One Response Time
    • Immediate access by phone
    • One-hour response from a product expert through support portal
    Online Support Portal
    • 24x7 online access to case tracking, support knowledge base, and product documentation
    VIP Phone Hotline
    • 24x7 phone support
    Preferred Patch and Hotfix Updates
    • Preferred access to service packs or hot-fixes for your releases
    Priority Issue Resolution
    • Product engineering prioritizes your requests
    Extended Support
    • Support for legacy versions up to three years old
    Unlimited Development Licenses
    • Access to unlimited development licenses for all your quality assurance and development needs

     

     

    Key Roles

    The following are the key Aurea Platinum Support Services roles involved in service delivery.

    RoleResponsibilities
    Customer Success Manager (CSM)
    • Educates customers related to Platinum Support services and deliverables
    • Works with customers to schedule Platinum Support services
    • First point of escalation
    Platinum Support Delivery Director
    • Manages the Platinum Support Service Delivery organization
    • Highest point of escalation
    Platinum Support Project Manager
    • Manages delivery of Platinum Support services
    • Publishes project plan and provides regular status updates to the customer
    Platinum Support Consultant
    • Executes the work involved in delivering the Platinum Support services
    • Helps the customer with technical Q&A

     

    Customer Responsibilities

    • Request Platinum Support  service offering
    • Provide requested information in a timely manner
    • Provide access to production or equivalent directly or indirectly

     

    Process Overview

    The following is the common delivery process format for all Platinum Support 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 case in the Aurea Support Portal at https://support.aurea.com/.

     

    FAQs

    The following are frequently asked questions about Platinum Support Services.

     

    Is my company eligible for Platinum Support Services?

    • All Platinum Support members with on-premise Aurea CRM are eligible for the services identified in this guide. If your company is not already a Platinum Support member, contact your account manager to learn how to become one.

    How do I request a Platinum Service?

    • You can request a service by creating a case in the Aurea Support Portal at https://support.aurea.com/Refer to the "Request a Service" section for details.