Platinum Support

Your top issues become our top priorities.

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?

  • 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.
  • You get an entire year of Extended Maintenance, with the option to purchase up to two additional years
  • Extended maintenance allows customers running older versions to still receive maintenance for critical issues, giving you more time to upgrade to the latest version.
  • Add a dedicated Customer Success Manager focused exclusively on resolving your issues.
  • Enhance your Platinum Support Package with additional Extended Maintenance beyond the included one year.

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
One year of Extended Maintenance
Service SLAs
4 business hours60 minutes
Within 1 business day4 hours
Within 2 business daysNext business day
Within 1 weekWithin 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

Upgrade to Platinum Support