Get Aurea Platinum Support.
With business more critical than ever, companies can’t afford downtime. That’s why most Aurea Customers choose Platinum Support. It’s our top-tier support level, packed with benefits like 24x7x365 support hours, our fastest SLAs available, and priority issue resolution — so your issues skip to the front of the line.
Add concierge-level service with a dedicated Customer Success Manager
Platinum members can even choose to have a dedicated expert focused exclusively on resolving their issues. These Customer Success Managers (or CSMs) can do everything from handling escalations faster to providing you with quarterly or even weekly check-in calls. It’s the personal, proactive service our most mission-critical customers need and expect.
Why upgrade to Platinum?
Which support tier is right for you?
| STANDARD | PLATINUM | |
|---|---|---|
Access to support engineers via Support Portal | Business hours – 8am – 6pm, based on timezone(s) | 24×7 for Urgent (Showstopper) and high priority incidents |
Assistance with immediate workarounds to continue using software | Business hours – 8am – 6pm, based on timezone(s) | 24×7 |
24×7 access to Online self-help (Knowledge Base), documentation, and communities | ||
Telephone hotline (in English) for Urgent (Showstopper) and high priority issues | ||
Priority issue resolution | ||
One year of Extended Maintenance | ||
Service SLAs | ||
Showstopper | 4 business hours | 60 minutes |
High | Within 1 business day | 4 hours |
Medium | Within 2 business days | Next business day |
Low | Within 1 week | Within 2 business days |
Optional Services | ||
Customer Success Manager | ||
Extended Maintenance Extensions (one or two years) |
“Platinum Support is a must have for clients that have 24×7 high availability operations that need quick resolutions.”
VP, Large Telecommunications Organization
