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?
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
|4 business hours||60 minutes|
|Within 1 business day||4 hours|
|Within 2 business days||Next business day|
|Within 1 week||Within 2 business days|
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