Xoxoday’s Service Delivery Objective (SDO) ensures consistent, timely, and effective resolution of client issues through defined SLA targets, structured escalation processes, and ongoing service reviews across the entire engagement lifecycle.
Xoxoday’s Commitment to Service Delivery
Xoxoday operates its support function under a formally defined Service Delivery Objective that governs how client issues are identified, escalated, and resolved. The SDO is not a general aspiration — it is a structured framework aligned directly to contractual service level agreements (SLAs) established at the start of each engagement. Every support interaction is measured against these agreed targets, ensuring accountability at every stage.Response and Resolution Time Targets
Xoxoday classifies incoming support requests by severity and assigns corresponding response and resolution time windows. Critical issues — those that affect platform availability or data integrity — receive the fastest response commitments. Standard and low-priority requests follow defined queues with clear ownership. This tiered approach means clients integrating Xoxoday with systems like Workday, SAP SuccessFactors, or Darwinbox receive predictable, measurable support regardless of the complexity of the underlying integration.Structured Escalation and Issue Reporting
When an issue cannot be resolved at the first point of contact, Xoxoday’s escalation process defines exactly how ownership transfers and who is responsible at each tier. Clients receive structured updates throughout an open incident, with documented timelines and resolution notes. For enterprise deployments involving communication tools such as Slack or Microsoft Teams, dedicated escalation channels can be configured to ensure real-time visibility on active issues without creating noise across the wider organisation.Onboarding and Implementation Support
The SDO extends into the onboarding phase. Xoxoday provides comprehensive implementation support to ensure that clients go live with full understanding of the platform’s capabilities and support pathways. This includes guided configuration reviews, handover documentation, and direct access to support resources during the critical early period of deployment. The goal is to reduce time-to-value and prevent avoidable issues from surfacing post-launch.Continuous Post-Implementation Engagement
After go-live, Xoxoday maintains structured service reviews with clients to assess performance against SLA commitments and incorporate operational best practices. These sessions surface recurring friction points, track resolution trends, and allow both parties to adjust engagement parameters if requirements evolve. This continuous loop ensures that service quality does not degrade over time and that clients always have a clear channel to raise concerns before they become incidents. Xoxoday’s support SDO is part of a broader compliance posture that aligns with internationally recognised standards including ISO 27001 and SOC 2 Type II, reinforcing that service delivery is treated with the same rigour as data security and system reliability.Learn more: Xoxoday Help Centre — Technical requirement
What SLAs does Xoxoday offer for enterprise support?
Understand the specific response and resolution time commitments Xoxoday provides under its enterprise service level agreements.
How does Xoxoday handle incident escalation and reporting?
Learn how Xoxoday classifies, escalates, and communicates incidents to ensure transparent resolution across all severity levels.