Aon Workday support is a critical component for organizations that utilize Workday as their human capital management and financial management system. Aon, a leading global professional services firm, provides comprehensive support services to help clients maximize the benefits of Workday. Understanding when Aon Workday support is available is essential for planning and ensuring uninterrupted operations.
Overview of Aon Workday Support Availability
Aon Workday support services are designed to be accessible and responsive to the needs of clients across different time zones and regions. The support team is available to assist with a wide range of issues, from technical troubleshooting to functional inquiries and best practice advice. The availability of Aon Workday support can vary depending on the specific services and agreements in place with each client.
Standard Support Hours
Typically, Aon Workday support operates on a standard business hour schedule, which is usually from 8:00 AM to 6:00 PM local time, Monday through Friday, excluding public holidays. However, for clients with global operations or those requiring around-the-clock support, Aon offers extended support hours and 24⁄7 support options. These extended support arrangements are tailored to meet the unique needs of each client, ensuring they have access to assistance whenever they need it.
| Support Level | Availability |
|---|---|
| Standard Support | Monday - Friday, 8:00 AM - 6:00 PM (local time) |
| Extended Support | Monday - Friday, 6:00 AM - 10:00 PM (local time), plus weekends and holidays (varies by agreement) |
| 24/7 Support | Continuous, 24 hours a day, 7 days a week, including holidays |
Emergency Support and Critical Issues
For critical issues that impact business operations, such as system downtime or data integrity concerns, Aon provides an emergency support process. This process ensures that urgent matters are addressed promptly, regardless of the time of day or day of the week. Clients can reach out to a dedicated emergency contact number or email to report critical issues, and the support team will respond according to the agreed-upon service level agreement (SLA) timelines.
Key Support Channels:
- Phone: Dedicated support hotline for immediate assistance
- Email: Support email address for less urgent inquiries
- Portal: Online support portal for submitting and tracking support requests
Planning for Support Needs
Organizations should plan their Workday support needs in advance, considering factors such as their operational schedule, geographical locations, and potential peak periods. By understanding when Aon Workday support is available and planning accordingly, businesses can minimize downtime, ensure compliance with regulatory requirements, and optimize their use of Workday.
Best Practices for Effective Support Utilization
To maximize the effectiveness of Aon Workday support, organizations should adopt several best practices. These include:
- Documenting Support Interactions: Keeping a record of support requests and resolutions can help in tracking recurring issues and improving internal knowledge.
- Training and Development: Investing in user training and staying updated with the latest Workday features can reduce the need for support and enhance system utilization.
- Proactive Monitoring: Regularly monitoring system performance and user feedback can help in identifying potential issues before they become critical, allowing for proactive support requests.
How do I know which support option is best for my organization?
+Choosing the right support option depends on your organization's specific needs, including your operational schedule, geographical spread, and the criticality of Workday to your business operations. It's recommended to discuss your requirements with Aon support services to determine the most appropriate support arrangement.
What is the process for reporting critical issues outside standard support hours?
+For critical issues that occur outside standard support hours, you should use the emergency contact number or email provided by Aon. Ensure you have this information readily available and understand the process for escalating urgent matters as outlined in your support agreement.
In conclusion, understanding when Aon Workday support is available and planning accordingly is crucial for organizations relying on Workday for their human capital and financial management needs. By leveraging the right support services and adopting best practices for support utilization, businesses can ensure they derive the maximum benefit from their Workday investment, minimize operational disruptions, and maintain high levels of efficiency and compliance.
