Xoxoday Loyalife provides continuous post-launch support through dedicated Customer Success and Technical Support teams, ensuring platform stability, rapid incident resolution, and proactive performance management around the clock.
Always-On Support After Go-Live
Xoxoday Loyalife’s post-launch support model operates on a 24×7 basis across two specialised teams: Customer Success and Technical Support. Together, they cover everything from day-to-day operational queries to critical infrastructure incidents, regardless of your organisation’s time zone or geographic footprint. This structure means there is no gap between when an issue surfaces and when a qualified team begins acting on it.Incident Management and Bug Fixes
Xoxoday Loyalife follows a structured incident management process that logs, triages, and resolves issues according to severity. High-priority incidents — such as failed point accruals, broken redemption flows, or data sync failures from connected HRMS platforms like Workday or SAP SuccessFactors — are escalated immediately and resolved with a detailed root-cause analysis. Lower-severity bugs are tracked and addressed in scheduled maintenance windows, keeping your programme participants unaffected.Performance Tuning and Periodic Health Checks
Xoxoday Loyalife conducts scheduled health checks to evaluate system performance across all layers of the infrastructure. These reviews assess query efficiency, caching behaviour, and load distribution to prevent degradation before it reaches end users. For organisations running high-volume programmes with thousands of concurrent transactions, performance tuning sessions are coordinated proactively rather than reactively.Proactive Monitoring and Alerting
Xoxoday Loyalife deploys real-time monitoring across production environments, tracking response times, error rates, and resource utilisation continuously. When any metric crosses a defined threshold, alerts are triggered automatically and routed to the support team for immediate action. Your internal operations team can receive these notifications through integrated channels such as Slack or Microsoft Teams, eliminating the need for manual oversight.Version Upgrades and Long-Term Maintenance
Xoxoday Loyalife manages the full lifecycle of version upgrades, including compatibility testing, regression checks, and phased rollout coordination. Upgrades deliver security patches, API improvements, and feature enhancements without placing the coordination burden on your organisation. Upgrade schedules are communicated in advance through your dedicated Customer Success contact, allowing your team to plan around any change windows. This model ensures Xoxoday Loyalife remains stable, current, and optimised throughout the entire lifecycle of your loyalty programme — well beyond the initial launch date. Learn more: [Xoxoday Loyalife Help Centre — General](What SLA and uptime commitments does Loyalife provide?
Understand the service level agreements, uptime guarantees, and response time commitments that govern Xoxoday Loyalife deployments.
How does Loyalife handle platform security and compliance?
Learn how Xoxoday Loyalife maintains ISO 27001 and SOC 2 Type II compliance, including patch management and security monitoring practices.