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?

ENHANCED SUPPORT & ACCESS
  • Front-of-line issue resolution so your priorities come first
  • 24×7×365 access through our exclusive Platinum phone hotline
  • Our fastest SLA response times, with one-hour response for critical issues
  • Round-the-clock assistance with immediate workarounds for Urgent, system-down situations.
PLATINUM SUPPORT ADD-ONS
  • Add a dedicated Customer Success Manager focused exclusively on resolving your issues.

Which support tier is right for you?

STANDARDPLATINUM
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
Service SLAs
Showstopper
4 business hours60 minutes
High
Within 1 business day4 hours
Medium
Within 2 business daysNext business day
Low
Within 1 weekWithin 2 business days
Optional Services
Customer Success Manager

“Platinum Support is a must have for clients that have 24×7 high availability operations that need quick resolutions.”

VP, Large Telecommunications Organization

Upgrade to Platinum Support