MyDaymark Premier Support

Description.

Reactive & Proactive
resolving technical issues & preventing future ones

Reactive Services

“helping you resolve active issues”

- technical “break fix” support
- troubleshoot errors / warnings
- configuration issues
- Microsoft product issues
- escalation to Microsoft

Proactive Services

“protecting you from future issues”

- advisory & planning calls
- small engagements [ ≤8 hours ]
- knowledge transfer
- best practice guidance
- virtual whiteboarding

Additional Features
more than just troubleshooting

MyDaymark portal

“manage your services &
support requests”

Managed Escalations

“Daymark engages Microsoft
engineering on your behalf”

Metrics & Reports

“monthly reports with case history,
usage, upcoming events, & more”

Service Review

“monthly or quarterly CSAT &
MyDaymark service review”

Technical Notifications

“proactive notifications for
security & critical updates”

Microsoft Resources

“access workshops, health checks,
assessments, & more” [added cost]"

Omnichannel
access knowledge and support how you want, when you want

	E-Mail		Web Portal
	Voice		AI & Copilot
	Chat		Knowledge Base
	Priority Escalation to Microsoft

Service Level Objectives
exceeding expectations and never disappointing


	Urgent	High	Normal	Low
Hours of Availability	24 x 7 (All time zones, including holidays)	7 am - 5 pm / M - F (US Eastern time, excluding holidays)	7 am - 5 pm / M - F (US Eastern time, excluding holidays)	7 am - 5 pm / M - F (US Eastern time, excluding holidays)
Initial Response Time Objective	1 Hour	4 Hours	8 Hours	12 Hours
Active Touchpoint (until resolved or severity lowered)	Every 2 Hours
Status Update Interval	Every 4 Hours	1 Day	2 Days	Upon Request
Escalation to High Vis Status (High Visibility)	After 8 hours & the 2nd Update	After 1 Week	After 2 Weeks
Escalation to Crit Sit Status (Critical Situation)	After 16 hours & the 4th Update