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FAQ about Support Follow

Yossi Nakash
  • Updated
Below you can find our most frequently questions in regards to the Support aspect of AuraPlayer's solution. 
 
Still haven't found an answer to your question? Feel free to reach out to one of our experts at support@auraplayer.com or open a ticket at the link above.
 
 
Do you cover 24x7 support if we have an issue with the app or related to it and any support structure?
We are able to support our customers around the sun having support centers in the USA, Europe, and the Middle East. For urgent matters, during business hours, we usually respond immediately but up to 2 hours if it is off hours. For non-urgent matters, it's usually resolved within 2 days via Gotomeeting sessions. You can look at our formal support promise found in our end-user license agreement here https://www.auraplayer.com/eula/
 
 
What is the escalation process for support issues?

For support issues, questions can be sent to support@auraplayer.com or tickets can be raised on our support site at https://auraplayer.zendesk.com/hc/en-us/requests/new

For P1 issues, once we begin the project,  you will also get a direct email and phone number of a technical account manager who will be your contact in the event of P1 issues. 

 

Is there an after-hours escalation channel?

AuraPlayer has support staff worldwide and thereby provides "follow the sun" round-the-clock support. With support consultants in Germany, Israel, the US, and India, questions can be answered at any time should the need arise. For VIP support, your technical account manager will assign you a global support agent in EMEA should you require after-hours support on a P1 open ticket escalation.

 

How often is the service update?  How is service status communicated?

As this is an on-premise solution, this is not relevant. The software will be updated when your system team decided to upgrade. Our support team sends quarterly or 3 times a year emails with new feature updates that customers can elect to install or not.

 

How is the product/service upgraded?
 
Do updates require downtime?
Upgrading the AuraPlayer server usually takes between 15 minutes to 1 hour depending on how many servers. The procedure of the upgrade is found https://auraplayer.zendesk.com/hc/en-us/articles/360008496653-How-to-Update-License-Installation
 
How much notice do you provide when a downtime event is scheduled? 
We do not schedule your downtime. AuraPlayer is not a cloud solution. You can schedule your own upgrades as ours is an on-premise solution. 
 
Identify Support Channels - Phone/Email/Web/Others
For our terms of services and channels can be found here: https://www.auraplayer.com/eula/
 
What is the response time for each identified channel? Hours of Support?
Please find in section 3 here: https://www.auraplayer.com/eula/
 
 

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