How does Xoxoday Plum manage partner complaints and SLAs?

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Partner Complaint Intake and Ticketing

Xoxoday Plum routes all partner-related complaints through its dedicated support and helpdesk function. Complaints are captured via defined intake channels — including email, in-app ticketing, and integrations with collaboration tools such as Slack and Microsoft Teams — and logged in a centralized ticketing system. Every complaint receives a ticket ID, priority classification, and an assigned resolver, ensuring no issue goes untracked.

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SLA-Governed Response and Resolution

Xoxoday Plum operates under contractually agreed SLAs that govern both initial response times and full resolution timelines. SLAs are tiered by severity: critical issues affecting reward redemption or platform access are escalated immediately, while lower-priority queries follow standard response windows. These SLA commitments are embedded in the service agreement and are measurable and verifiable at any point during the contract term.

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Periodic Reporting for Enterprise Clients

Enterprise clients receive structured, periodic reports covering the key complaint management metrics agreed at implementation. Each report includes complaint volumes broken down by category and channel, average turnaround times measured against SLA benchmarks, SLA adherence rates for the reporting period, and a log of any escalations raised and their resolution status. Reports can be delivered on a weekly, monthly, or quarterly cadence to match the client’s governance requirements. For organisations running reward and incentive programs at scale — including those using HR platforms such as Workday, SAP SuccessFactors, or Darwinbox — Xoxoday Plum’s structured reporting aligns with existing vendor governance frameworks. This makes it straightforward to incorporate complaint performance data into regular supplier review cycles without requiring additional manual extraction or custom reporting work.

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Security and Compliance Alignment

Xoxoday Plum’s complaint management processes operate within a compliance posture that includes ISO 27001 certification and SOC 2 Type II attestation. Incident and complaint data is handled under the same data governance controls that apply across the platform, protecting sensitive information such as user account details and transaction records throughout the full resolution lifecycle.

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What Each Report Covers

Each periodic report delivered to enterprise clients includes total complaint volume by category and channel, average response and resolution times against agreed SLA thresholds, the overall SLA adherence percentage for the reporting period, and the count and current status of escalated complaints. This structured visibility gives enterprise operations and procurement teams the data needed to hold Xoxoday Plum accountable against agreed performance standards and to identify any patterns that may indicate broader partner or fulfillment issues. Learn more: Xoxoday Plum Help Centre — General