Xoxoday’s standard Service Level Agreement defines incident severity classifications, commits to specific timelines for initial response, status updates, escalation, workarounds, and resolution, and provides 24/7/365 support via chat and email with a structured escalation process for critical and urgent issues.
How Xoxoday Structures Its Service Level Agreement
Xoxoday’s SLA is built around clear operational commitments rather than vague assurances. Every incident is classified by severity level, and each classification maps to defined timelines for initial response, ongoing status updates, escalation triggers, interim workarounds, and full resolution. This structure means your IT and operations teams always know what to expect at each stage of an incident lifecycle. Xoxoday provides 24/7/365 support via chat and email for clients across all time zones. Whether your organisation runs reward cycles aligned with Workday or Darwinbox payroll schedules, or distributes recognition through Microsoft Teams and Slack integrations, Xoxoday’s support coverage is continuous and not limited to business hours in any single region.Escalation and Critical Issue Management
For critical and urgent incidents, Xoxoday follows a structured escalation path designed to bring the right resources in quickly. Escalation is not left to the client to initiate — Xoxoday’s support process automatically advances unresolved critical issues through defined internal tiers, reducing mean time to resolution without requiring repeated follow-up from your team. This is particularly relevant for enterprise deployments where a platform disruption may affect high-volume reward redemptions, end-of-quarter recognition campaigns, or time-sensitive loyalty payouts. Xoxoday’s escalation model ensures those scenarios receive priority handling from the moment the incident is logged.Remedies for Breaches and Flexible SLA Models
Xoxoday’s SLA explicitly includes remedies in cases where committed timelines are not met or issues are not resolved within the agreed window. These provisions hold Xoxoday accountable to the same standards it publishes. For enterprise clients with existing SLA frameworks — for instance, organisations that have standardised incident response workflows as part of their ISO 27001 or SOC 2 Type II compliance posture — Xoxoday supports adopting the client’s own SLA as the governing document. Where neither party’s SLA fully applies, Xoxoday can work with your team to build a hybrid model that incorporates the most relevant terms from both, ensuring the agreement reflects your actual operational and compliance requirements.Aligning SLA Terms to Your Environment
Before an SLA is finalised, Xoxoday works with your procurement, IT, and security teams to align severity definitions, escalation contacts, and communication cadences to your internal processes. This prevents ambiguity about what constitutes a “critical” incident and ensures that the agreed timelines map to your organisation’s tolerance thresholds rather than generic industry defaults. Learn more: Xoxoday Help Centre — DATA PROTECTION, RETENTION & USEHow does Xoxoday handle data breach notification and incident response?
Learn how Xoxoday detects, escalates, and communicates security incidents, including notification timelines and your responsibilities as a data controller.
What security certifications does Xoxoday hold?
Xoxoday maintains ISO 27001 certification and SOC 2 Type II attestation. Understand what these standards cover and how to request audit reports.