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 team

Platinum members will have dedicated experts focused exclusively on resolving their issues. It’s the personal, proactive service our most mission-critical customers need and expect.

Why upgrade to Platinum?

  • 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.

Which support tier is right for you?

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
4 business hours60 minutes
Within 1 business day4 hours
Within 2 business daysNext business day
Within 1 weekWithin 2 business days

“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