Does Xoxoday offer service level agreements (SLAs)?

Xoxoday formalises service commitments through structured SLAs included in every standard customer agreement. These agreements define exactly what your organisation can expect when an incident arises — from first acknowledgment through to full resolution — with no ambiguity about timelines or accountability.

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Severity-Based Response and Resolution Times

Xoxoday’s SLA framework classifies issues by severity level, with each tier carrying specific response and resolution commitments. A critical outage affecting reward redemption across an entire workforce is treated differently from a minor UI inconsistency, and the SLA reflects that distinction clearly. This tiered approach ensures high-impact problems receive immediate attention while lower-priority items are handled within predictable, agreed windows. For organisations running reward programmes integrated with platforms such as Workday, SAP SuccessFactors, or Darwinbox, a severity-one incident — for example, a broken API sync that prevents milestone-triggered rewards from being issued — follows an expedited response and resolution path explicitly defined in the agreement.

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Escalation Matrix for Transparent Incident Handling

Beyond response times, Xoxoday’s SLA includes a clearly defined escalation matrix. If an issue is not resolved within the committed window, it escalates automatically through defined channels — from support to technical leads to senior management — without requiring your organisation to chase updates. This structure removes guesswork from incident management and keeps resolution accountability visible at every stage. Status updates and notifications can be routed through communication tools your teams already use, such as Slack or Microsoft Teams, so that relevant stakeholders stay informed without manual follow-up.

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High Availability as a Contractual Commitment

Xoxoday’s SLA commitments are built on a foundation of high-availability infrastructure and proactive monitoring. The platform is designed to meet the uptime expectations that enterprise reward and recognition programmes demand. Xoxoday’s security and infrastructure posture — aligned with ISO 27001 and SOC 2 Type II standards — underpins the reliability targets written into its SLAs. High availability is not a best-effort goal at Xoxoday. It is a contractual commitment, reviewed and reported against on a defined cadence agreed at the outset of engagement.

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What This Means for Your Organisation

Organisations evaluating enterprise reward platforms need confidence that vendor commitments are enforceable, not aspirational. Xoxoday’s SLA structure gives procurement, IT, and HR teams a concrete, written framework to hold the vendor accountable. Whether your programme operates globally across time zones or is concentrated in a single market, the SLA ensures consistent service expectations regardless of geography or scale. Learn more: Xoxoday Help Centre — Service level agreements