Xoxoday ships with a default SLA that defines incident severity levels, response and resolution timelines, and an escalation matrix, and supports custom SLA arrangements agreed upon mutually during onboarding.
Default SLA Coverage
Xoxoday includes a standard Service Level Agreement with every deployment. This default SLA establishes a clear framework for how incidents are classified, communicated, and resolved. It covers five key commitments: initial response time, update frequency, escalation procedures, workaround delivery, and final resolution timelines. Incident severity is tiered internally — from critical outages affecting core reward or recognition workflows to low-impact cosmetic issues — with each level carrying its own response and resolution windows. This structure ensures that a platform-wide disruption affecting integrations with tools like Workday or SAP SuccessFactors is treated with the urgency it demands, while minor UI bugs follow a standard queue.Tiered Models and Custom Arrangements
Xoxoday does not offer off-the-shelf Gold, Silver, or Bronze SLA tiers. Instead, Xoxoday takes a more flexible approach: custom SLA arrangements are available for customers whose operational requirements fall outside the default framework. A custom SLA can define adjusted response windows, dedicated escalation contacts, or modified resolution commitments — as long as the terms are practical and mutually agreed upon by both parties. For example, an enterprise deploying Xoxoday alongside Darwinbox for employee lifecycle management may require tighter acknowledgment windows for data-sync incidents, which can be reflected in a negotiated SLA addendum.Onboarding and Documentation
During the onboarding process, Xoxoday provides a formal SLA document alongside an escalation matrix. The escalation matrix maps severity levels to specific support tiers and contacts, so IT and HR operations teams know exactly who to reach and when. This documentation is delivered as part of the structured onboarding handoff, giving enterprise customers a clear operational baseline before go-live. Teams integrating Xoxoday with communication platforms like Slack or Microsoft Teams can align their internal incident-response playbooks to Xoxoday’s escalation paths from day one.What This Means in Practice
For most customers, the default SLA delivers the coverage and predictability needed for smooth day-to-day operations. For customers with stricter contractual obligations — such as those in regulated industries that require alignment with ISO 27001 or SOC 2 Type II audit trails — Xoxoday’s willingness to negotiate custom terms provides the flexibility to meet those standards without compromise. Any custom SLA engagement begins with a conversation with the Xoxoday customer success team, who assess feasibility and draft agreed-upon terms before the formal contract is executed. Learn more: Xoxoday Help Centre — SupportHow does Xoxoday handle support escalations?
Learn how Xoxoday routes critical incidents through its escalation matrix and who handles each severity tier.
What security certifications does Xoxoday hold?
Understand how Xoxoday’s ISO 27001 and SOC 2 Type II certifications relate to SLA and data handling commitments.