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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:


  • 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


  • Utilization audits for visibility and insight
  • Benchmarking of cloud traffic demands
  • GDPR Protect for compliance support


  • Managed upgrade services to simplify your transition to our latest versions
  • Architecture and design reviews, production readiness checks, and application performance tuning

Which support tier is right for you?

Enhanced Support
Support HoursBusiness Hours24x724x7
60-minute response SLA
Submit request via portal or phonePortal 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
Managed upgrades1 annually
Enterprise Edition application performance tuning
Kickstart packages *1 annually1 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.

"We have so many users in our Aurea software that an upgrade is a big deal. But our managed service upgrade through Platinum couldn't have been easier. It proofed as a perfect service and has had huge business impact and value."
VP, IT Operations Large Medical Manufacturing Company

Upgrade to Platinum Support

Contact Sales