Skip to main content
Xoxoday Loyalife offers round-the-clock customer support through email, live chat, WhatsApp, and a dedicated success team, ensuring enterprise teams receive timely resolutions regardless of their time zone.

​
Support availability and channels

Xoxoday Loyalife delivers customer support around the clock on weekdays via email and live chat. On weekends, extended support hours remain in place so that critical issues impacting your loyalty programme do not go unaddressed. Enterprise organisations operating across multiple geographies — for example, teams spanning APAC, EMEA, and the Americas — can raise tickets at any hour and expect a response within agreed service windows. Beyond live channels, Xoxoday Loyalife maintains a self-service Help Centre packed with step-by-step guides, FAQs, and troubleshooting walkthroughs. Whether your team needs help configuring tier rules, adjusting point expiry logic, or understanding reward fulfilment workflows, the Help Centre surfaces answers without requiring a support ticket.

​
WhatsApp support for faster triage

Xoxoday Loyalife also provides a dedicated WhatsApp support channel. This is particularly useful for programme administrators who need a quick confirmation on a configuration change or want to escalate an urgent issue during a peak rewards redemption window — such as end-of-quarter recognition campaigns or annual milestones. The WhatsApp channel connects directly to the support team, bypassing queues for time-sensitive queries.

​
Your dedicated success team

Every enterprise deployment of Xoxoday Loyalife is paired with a dedicated customer success team. This team handles ongoing technical resolutions, change requests, and strategic guidance on programme performance. If your organisation uses Darwinbox or SAP SuccessFactors for HR data sync, the success team assists with integration health checks and helps resolve data discrepancies before they affect employee-facing experiences. For organisations using communication tools such as Slack or Microsoft Teams, the success team can coordinate notifications and escalation paths directly within your existing workflow.

​
How to reach support

Your team can contact Xoxoday Loyalife support through any of the following channels:
  • Email — raised directly from the Loyalife admin console or via your registered support address
  • Live chat — available within the Loyalife platform during support hours
  • WhatsApp — for rapid triage of urgent queries
  • Help Centre — self-service documentation and guided troubleshooting available at all times
Support requests are tracked with case IDs, giving programme administrators full visibility into resolution status and a clear audit trail for IT and compliance teams.

​
Enterprise-grade support backed by security standards

Xoxoday Loyalife operates under ISO 27001 and SOC 2 Type II certified infrastructure. Support interactions and any data shared during a support case are handled in line with these compliance frameworks, giving your organisation confidence that sensitive programme data remains protected throughout the resolution process. Learn more: Xoxoday Loyalife Help Centre — Customer support

SLA and response time commitments

Understand the service level agreements governing Xoxoday Loyalife support response and resolution windows for different severity levels.

Onboarding and implementation support

Learn how Xoxoday Loyalife’s implementation team guides your organisation through initial setup, data migration, and go-live readiness.