What's the difference between the three tiers?
Silver (24h response, business-hours coverage 9am-6pm MYT) is for stable systems where speed isn't critical. Gold (4h response, 24/5 coverage Mon-Fri including overnight) adds a named technical lead and monthly system reviews. Platinum (1h response, 24/7 coverage including weekends) adds a dedicated TAM, weekly reviews, and on-site quarterly visits — for mission-critical operations where every hour of downtime is significant.
Is support included with implementation?
30-day post-go-live hypercare is included with every implementation — covering immediate stabilisation. After hypercare, you choose a tier (Silver / Gold / Platinum). Silver is the default and is roughly 18-22% of license cost annually. Gold is roughly 28-35%. Platinum is custom-priced based on coverage scope.
How do we open a ticket?
Customer Support Portal (preferred — provides ticket-tracking and history). Email support@daxonet.com. Phone the support line (provided in your engagement contract). WhatsApp the support number for Gold and Platinum customers. All channels feed the same ticketing system; you can switch channels mid-ticket without losing context.
What does proactive monitoring include?
System health checks (D365 ECRC, AutoCount database integrity, ARC.OPS service uptime), performance benchmarks, security patch tracking, license utilisation, integration health, and backup verification. Daxonet's engineers receive alerts before issues become user-facing — most issues are resolved before you notice.
Do you do the quarterly business review?
Yes. The QBR is structured: ticket pattern review, performance metrics, license utilisation, change request log, system roadmap alignment, and capacity planning. Outcomes are documented and tracked. Most QBRs surface 3-5 optimisation opportunities the customer hadn't considered.
What about emergency / crisis support?
Critical-priority tickets (production system down, data corruption suspected, security incident) trigger Daxonet's incident response process regardless of tier — though Silver customers may have to wait for business hours for the first responder. Gold and Platinum customers get a Daxonet engineer on the bridge within their SLA window.
Can we change tier later?
Yes — most customers start at Silver and upgrade to Gold within the first year as they realise the value. Tier changes apply from the next billing cycle. No penalty for downgrading either, though most don't.
