Version 17
    Platinum Support Program | Platinum Services



    You receive a comprehensive Performance report that identifies the areas needing focus and improvement, so your operations can be more seamless and bulletproof than ever.


    Recommended Frequency

    Annual Performance Check is recommended.



    All Platinum Support for On-Premise members are eligible for the Performance Check.


    Required Customer Inputs

    • Completed Performance Check questionnaire
    • Provide access to production system or provide all requested resources (e.g. logs, etc.)



    • General Information
      • Version:  Current ACRM version with commentary on future upgrade plans if appropriate.
    • Sizing Analysis
      • Database Storage Hardware
      • Memory Configuration
      • CPU Improvements
      • Fail-over Architecture
    • Database Optimization
      • Index Analysis
      • Identification of
        • List of blocking sessions
        • Long Running Queries
      • Locking Issues if any
    • Application Level
      • Analysis and Documentation of current critical parameters and standard configuration settings impacting ACRM application performance
      • Measurement and Quantification of Key Performance Indicators (KPIs) and Optimize the configuration/settings to improve the KPIs
    • Utilization
      • Average Machine Load (CPU, Memory, Disk) - Provide recommendations based on the Perfmon.exe
    • Assumptions
      • The project scope above will be focused on the ACRM production environment
      • Customer is responsible for implementation of recommendations
      • Customer will provide prompt access to all systems and resources that the Platinum Support team will reasonably need in order to complete the performance check.

    Platinum Team Final Outputs

    • Aurea CRM Performance Check Report
      • For each item assessed:
        • Findings (e.g. response times, utilization, etc.)
        • Areas of concern identified, with recommendations for mitigation
      • Identifying potential database bottlenecks (Missing Indexes, Unused Indexes, active DB locks, blocking at row level (SQL server only), blocking sessions)
      • SQL re-indexing script to improve performance.



    A Performance Check typically requires 3-5 weeks to complete once all required customer inputs are provided.



    • Initiation
      • Customer provides required customer inputs
    • Preparation
      • Aurea CRM inputs captured
    • Execution
      • Inputs analyzed, items of concern and areas for improvement identified and recommendations developed for each
      • Prepare and deliver the Performance Check Report to customer


    Request Performance Check

    You can request Performance Check by logging a Service Ticket in the Aurea Support Portal at

    • 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: Performance Check"
      3. Select Service Type:  "Performance Tuning (Enterprise only)".
      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 for Complete

    Screenshot of the Service Ticket entry screen:



    Next Steps:

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



    The following are frequently asked questions about the Platinum Services Performance Check.


    Is my company eligible for an Performance Check?

    • All Aurea CRM customers with Platinum Support for On-Premise are eligible for the Performance Check.

    How do I request an Performance Check?

    • You can request an Performance Check by creating a case in the Aurea Support Portal at  Refer to the "Request Performance Check" section for details.

    What are our responsibilities for Performance Check?

    • A completed Performance Check questionnaire must be provided
    • Access to production system or all requested resources (e.g. logs, etc.)

    How long will an Performance Check take?

    • A typical Performance Check requires 3-5 weeks to complete.