Expertise and experience, from troubleshooting to transformation.
Aurea Support delivers the answers and assistance you need to move faster and achieve more. From troubleshooting tickets to transformation strategies, with Standard and Platinum Support, we've got your back every step of the way.
Future-proof support for your business-critical initiatives.
Every Aurea subscription includes our Standard Support, designed to provide foundational support services to meet your day-to-day needs. Aurea customers can also upgrade to Platinum Support, our concierge-level service and support tier, created to accelerate results for both on-premises and cloud customers.
Aurea Platinum Support includes:
ENHANCED SUPPORT & ACCESS
- Front-of-line issue resolution so your priorities come first
- 24×7 phone access through our dedicated Customer Success Desk
- Our fastest SLA response times, with one-hour response for critical issues
- Executive committee access for firsthand opportunities to share concerns and success
- Kickstart packages to accelerate product adoption by installing and testing any Aurea product
CLOUD KEY BENEFITS
- Utilization audits for visibility and insight
- Benchmarking of cloud traffic demands
- GDPR Protect for compliance support
ON-PREM KEY BENEFITS
- Managed upgrade services to simplify your transition to our latest versions
- Architecture and design reviews, production readiness checks, and application performance tuning
- Preferred patch and hotfix release access
| STANDARD | PLATINUM for CLOUD | PLATINUM for ON-PREM | |
|---|---|---|---|
Enhanced Support | |||
| Support Hours | Business Hours | 24x7 | 24x7 |
| 60-minute response SLA | |||
| Submit request via portal or phone | Portal Only | ||
| Platinum phone hotline | |||
| Priority issue resolution | |||
| Support for legacy versions(up to 3 years old) | |||
Application Management | |||
| Cloud utilization audit | |||
| Architecture and design reviews | |||
| Production readiness checks | |||
| Health checks for stability, usability, and preventative maintenance | Quarterly | ||
| Included development license | Unlimited | ||
Future-Proofing | |||
| Managed upgrades | 1 annually | ||
| Enterprise Edition application performance tuning | |||
| Kickstart packages * | 1 annually | 1 annually | |
| GDPR Protect Services * | |||
Additional Resources | |||
| Customer Success Desk | |||
| Executive Committee access |
* Contact your account team to find out how this benefit applies to your specific products.