Xoxoday Loyalife provides formally documented service level agreements (SLAs) that define platform availability commitments, incident response timelines, escalation procedures, and support tier obligations for enterprise customers.
Platform Availability
Xoxoday Loyalife commits to defined uptime targets for its loyalty management infrastructure, with the specific availability percentage and any exclusions documented in your organisation’s SLA schedule. Planned maintenance windows are communicated ahead of time to minimise disruption to reward programmes running on the platform. All unplanned outages trigger the incident management process, with severity classification determining the speed and nature of the response.Incident Severity and Response Times
SLA response timelines are structured around incident severity levels. Critical incidents — such as complete platform unavailability or failures in reward redemption — receive immediate escalation to senior engineering and follow the shortest contractual response window. High-severity issues, including degraded performance or broken integrations with HR systems such as Workday, SAP SuccessFactors, or Darwinbox, are assigned defined escalation paths with regular status updates communicated to your nominated contacts throughout resolution. Standard and low-severity requests, including configuration queries and reporting issues, are routed through the Xoxoday support portal with response windows aligned to your contracted support tier.Notifications and Collaboration Tool Integration
Xoxoday Loyalife supports real-time incident status communication so your IT and HR operations teams stay informed without manual follow-up. Organisations that rely on tools such as Slack or Microsoft Teams can receive service notifications through integrated channels, keeping programme administrators aware of any disruptions before they affect the employee-facing reward experience.Security Response Commitments
Xoxoday Loyalife’s SLA obligations extend beyond availability. As a platform certified against ISO 27001 and audited to SOC 2 Type II standards, Xoxoday Loyalife follows defined timelines for vulnerability disclosure, containment, and remediation. These security response commitments form a dedicated section of the support agreement and apply to all enterprise deployments.Accessing Your SLA Terms
The complete SLA schedule — including uptime targets, response time commitments by severity level, exclusion clauses, and escalation procedures — is contained in the Xoxoday Support Document provided to your organisation. To obtain a copy, review specific clauses, or discuss SLA customisation for your deployment, contact your account team directly. Learn more: [Xoxoday Loyalife Help Centre — Pricing and Terms](Security and Compliance
Learn how Xoxoday Loyalife meets ISO 27001 and SOC 2 Type II requirements to protect your organisation’s loyalty data.
Support Tiers and Onboarding
Understand the support packages available with Xoxoday Loyalife and what each tier includes for enterprise deployments.