CONTACT US ENGLISH Software Library Support & Services Meet Aurea Resources Customer Login 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. UPGRADE TO PLATINUM SUBMIT A SUPPORT TICKET 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? STANDARD PLATINUM 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 hours 60 minutes High Within 1 business day 4 hours Medium Within 2 business days Next business day Low Within 1 week Within 2 business days Optional Services Customer Success Manager UPGRADE TO PLATINUM SUPPORT “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 CONTACT SALES Aurea helps global businesses accelerate digital transformation with a software library that creates unparalleled value and unlimited possibility. GET IN TOUCH Products Unlimited Product Catalog Customers Worx Support Resources Company About Aurea Leadership Blog ©2021 Aurea, Inc. | Aurea is an ESW Capital Group company Legal Privacy I AGREE I DECLINE