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Aura Support Guide

How to raise a ticket, choose the correct priority and get the right help quickly.

Use this guide as a quick reference when you need support from Aura. For full contractual definitions and service coverage, please refer to your applicable Aura Service Levels, Order or Service Description.

Contact Aura Support

If you are not registered for the Support Portal, contact your Aura Customer Success Manager.

What to include in your ticket
  • Company, affected site and service
  • Your name, email and telephone number
  • Date and time the issue started, and frequency
  • Clear description and business impact
  • Steps to reproduce the issue, if applicable
  • Error messages, screenshots, logs or files
  • Affected users, equipment or functions
  • Relevant local environment information
  • Microsoft Tenant ID, where relevant
  • Requested priority (P1–P4)

Example ticket subject: Microsoft Teams - Inbound Calls Failing - London Office

P1 Critical: Raise the ticket and call Aura

A P1 Critical Incident must be raised through an Aura support channel and immediately followed by a telephone call quoting the ticket reference. If the required call is not made, the Incident will initially be treated as P2 High until telephone notification is received.

Choose the correct priority

P1 - Critical

Complete loss of a production service or critical function affecting a substantial proportion of users, with no reasonable workaround.

  • Initial response: 15 minutes
  • Engineer engagement: 2 hours
  • Updates: At least hourly

P2 - High

Significant degradation or partial loss materially affecting business operations or a significant number of users.

  • Initial response: 30 minutes
  • Engineer engagement: 4 business hours
  • Updates: Every 2 hours during active investigation

P3 - Medium

Limited user or function impact where the service remains operational or a reasonable workaround is available.

  • Initial response: 1 business hour
  • Engineer engagement: 8 business hours
  • Updates: Material progress and, where appropriate, at least once each business day

P4 - Low / Service Request

Minor issue, information or administration request, or planned change with no material service impact.

  • Initial response: 4 business hours
  • Engineer engagement: Agreed after assessment
  • Updates: As appropriate
What happens next?
  1. Ticket raised
  2. Initial response
  3. Engineer engaged
  4. Investigate
  5. Restore or mitigate
  6. Resolve and close

Initial Response covers acknowledgement, validation, priority assignment and initial triage. Technical Engineer Engagement means an appropriately skilled technical resource has accepted the Incident and commenced investigation. These are response and engagement targets and are not guaranteed restoration or fix times.

Escalation matrix

If you are concerned about the progress or handling of an Incident, begin with Level 1 and quote your Aura ticket reference. For a P1 incident, log the ticket and immediately call the Service Desk. Escalation does not replace the requirement to log a support ticket.

Level 1 - Service Desk / Support Team

Log a new issue, request an update, question the priority, or provide additional information.

UK: +44 20 7026 9001 | US: +1 332 600 6901

Level 2 - Technical Engineer / Duty Engineer

Technical progress is insufficient, further engineering attention is required, the agreed response target is at risk, or the incident involves multiple teams or suppliers.

UK: +44 20 7026 9002 | US: +1 332 600 6902

Level 3 - Service Management Escalation

The incident is prolonged or business critical, agreed communications are not being maintained, service commitments are at risk, or senior management attention is required.

UK: +44 20 7026 9003 | US: +1 332 600 6903

When escalating, please have ready
  • Aura ticket reference
  • Company and affected service
  • Current business impact
  • Reason for escalation
  • Best contact number
  • Any material change since the ticket was raised

Escalation does not automatically change the Incident priority. Aura may increase or decrease priority where the business impact or circumstances change.