Xoxoday resolves urgent loyalty program issues within 1 hour of reporting and routes unresolved cases through a structured 3-tier escalation framework—from first-level support up to senior management review.
Service Level Agreement Tiers
Xoxoday operates a tiered SLA model that scales response and resolution times based on the urgency and complexity of each query. This ensures routine requests are handled efficiently while critical incidents receive immediate attention. General inquiries receive a response within 24 hours and are fully resolved within 48 hours. Technical issues—such as integration errors with HR systems like Darwinbox or SAP SuccessFactors—receive an initial response within 4 hours, with resolution targeted within 2 business days depending on complexity. Urgent issues, including failed redemptions and account access problems, receive a response within 1 hour and resolution within 24 hours. This fast-track tier ensures that business-critical disruptions to your loyalty programme are contained before they affect end-user experience at scale.3-Tier Escalation Framework
Xoxoday manages all complaints and escalations through a structured 3-tier framework designed to match the right expertise to each situation, without unnecessary delays or re-routing. Tier 1 — First-Level Support handles the majority of incoming queries, including general inquiries, point discrepancies, and basic troubleshooting. Most issues are resolved at this stage within standard SLA timeframes. Tier 2 — Specialist Support engages when first-level resolution is insufficient or when a deeper technical investigation is required. Specialists use the Audit Trail Module and transaction reports to conduct in-depth analysis, providing full traceability of every action in the system. Tier 3 — Senior Management and Client Liaison addresses unresolved disputes, fraud investigations, and high-impact complaints. Resolutions at this tier are tailored to case complexity and involve direct coordination with your organisation’s designated contacts.Tracking, Reporting, and Communication
Xoxoday’s support operations are underpinned by three core modules that provide visibility at every stage of a support case. The Reports Module logs and analyses support trends over time, helping identify recurring issues and improve resolution efficiency across your programme. The Audit Trail Module delivers full transparency into every resolution step—particularly valuable for compliance-focused organisations operating under frameworks such as ISO 27001 or SOC 2 Type II. The Communication Module ensures users receive timely updates via email and SMS throughout the lifecycle of a support case, so no query is left unacknowledged or silently unresolved.Why SLA Governance Matters for Enterprise Programmes
Enterprise loyalty programmes that span multiple geographies and connect with tools like Workday, Slack, or MS Teams require a support model that is as structured as the programme itself. Xoxoday’s tiered SLA approach ensures that both routine queries and critical incidents receive proportionate, accountable responses—protecting programme trust and participant engagement at every level. Learn more: Xoxoday Help Centre — Technical requirementHow does Xoxoday handle data security and compliance?
Understand Xoxoday’s security certifications, data encryption standards, and alignment with ISO 27001 and SOC 2 Type II requirements.
What audit and reporting tools does Xoxoday provide?
Explore how the Audit Trail Module and Reports Module give administrators full visibility into programme activity and transaction history.