FAQ about Support Follow
For support issues, questions can be sent to firstname.lastname@example.org 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.