Customer Support
24/7 support availability | rapid response times | prompt and reliable resolutions
Access the Support PortalDaon offers three support plans – Standard, Business, and Enterprise.
| Support Features | Standard (24/5) |
Business (24/7) |
Enterprise (24/7) |
| P1 Response & Resolution Urgent Priority Incidents |
24 Business Hour* Response | 2 Calendar Hour Response | 1 Calendar Hour Response 4 Calendar Hour† Target Resolution |
| P2 Response & Resolution High Priority Incidents |
2 Business Hour* Response | 2 Calendar Hour Response 8 Calendar Hour† Target Resolution |
|
| P3 Response Normal Priority Incidents |
6 Business Hour* Response | 4 Business Hour* Response | |
| P4 Response Low Priority Incidents |
12 Business Hour* Response | 8 Business Hour* Response | |
| Portal Support | Yes | Yes | Yes |
| Email Support | – | Yes | Yes |
| Live Working Session | – | Yes | Yes |
| Self-Service Knowledge Base | Yes | Yes | Yes |
*Business hours generally defined as 8:00 to 18:00, and are based on the location of the nearest regional support center to the customer’s primary country. Business hours exclude holidays and weekends.
†Resolution times are target only and not guaranteed.
†Resolution times are target only and not guaranteed.
Are you a current Daon customer?
Access the Support Portal
Access the Support Portal