DAWN Support

1. Choose the right contact

If you are a candidate or employee using an organisation-managed workspace, contact that organisation for decisions, record accuracy, recruitment status, leave, workplace policy and organisation access. DAWN Support cannot make or reverse an employer's decision.

2. Before contacting support

• Check that you are using the intended DAWN environment and account.
• Retry once only where the interface confirms that retrying is safe.
• Do not repeat a payment, telephone call or another important action if its completion state is unknown.
• Ask an organisation administrator to confirm your membership and assigned role if a protected feature is unavailable.
• Preserve the displayed trace identifier, date and time before refreshing the page.

3. What to include in a support report

Include only what is needed to reproduce and assess the issue:

• a short description of what you were trying to do;
• what you expected and what occurred;
• the relevant page or feature;
• the date, time and time zone;
• the trace or reference identifier shown by DAWN;
• your account email and organisation name, where needed to locate the account; and
• a redacted screenshot or exact error message where it adds useful evidence.

4. How reports are prioritised

Reports are prioritised by verified impact, scope, sensitivity and availability of a safe workaround:

• Critical: active compromise, material data exposure, unsafe repeated action or broad production outage.
• High: a core production workflow is unavailable, an important action is incorrect or multiple users are materially affected.
• Normal: a limited defect, account question, usability issue or request with a safe workaround.

The support team may ask for identity or authority verification before discussing an account, organisation or workforce record. Public support information does not create a guaranteed response or resolution time. A binding service level applies only where it is stated in a signed agreement.

5. Report an AI concern

Report an AI response that appears harmful, discriminatory, misleading, unrelated to the request, based on unauthorised context or inconsistent with a required human-review step. Include the trace identifier, feature and observed effect. Paraphrase sensitive content unless the exact wording is necessary and authorised.

Stop the proposed action while a material concern is investigated. An authorised human must independently review any recruitment or employment outcome. Read the AI use notice for prohibited uses and review rights.

6. Privacy requests and complaints

Send a request about DAWN-controlled data to privacy@dawnhcm.com. For workforce data controlled by an employer or another organisation, contact that organisation first. We will assist the controller as required.

State the right you wish to exercise, identify the relevant account or organisation and describe the data concerned. Do not email an identity document unless an authorised responder explains why it is necessary and provides a secure method.

7. Accessibility and reasonable accommodation

If DAWN's interface, voice, telephone or interview process is not accessible to you, contact support@dawnhcm.com and describe the barrier and the alternative you need. If the request concerns an employer's recruitment or workplace process, also contact that organisation because it decides and provides the accommodation.

8. Support boundaries and changes

DAWN Support cannot provide legal, medical, immigration, tax or emergency advice, make an employment decision, reveal another person's data, bypass organisation permissions or disclose security-sensitive information.

DAWN is not an emergency service. If there is an immediate risk to life or physical safety, contact the appropriate local emergency service. We update this page when support routes or material reporting procedures change.