MyDaymark Premier Support


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]"


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
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
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


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