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Xoxoday includes dedicated after-sales support as part of its standard offering, providing a named Customer Success Manager, a structured L1–L3 escalation matrix documented in the Master Service Agreement, and a global support team operating 24/5 with weekend escalation available during project stabilisation.
After-sales support is included as standard with every Xoxoday engagement. When your organisation goes live with the Xoxoday ICM tool and services, a dedicated Customer Success Manager (CSM) is assigned to your account. The CSM acts as the anchor for your relationship with Xoxoday, aligning both teams on success criteria and overseeing programme health from day one. Working alongside the CSM, Xoxoday allocates a dedicated Programme Manager who serves as a single point of contact for your team. Requests, queries, and escalations flow through one consistent channel rather than being scattered across multiple inboxes or ticketing queues. For organisations running incentive compensation programmes alongside tools like Workday or SAP SuccessFactors, having a named contact reduces coordination friction significantly. The support team’s responsibilities span the full lifecycle of your programme. Before launch, they work with your team to define overall objectives and critical success criteria. Post-launch, they review product adoption metrics on an ongoing basis and surface adoption gaps early—whether that is low engagement on the Xoxoday dashboard, unclaimed rewards, or configuration mismatches that could affect payout accuracy. Xoxoday’s global support team operates on a 24/5 model, covering clients across time zones without handoff delays. Weekend escalation coverage is available during the project stabilisation phase, ensuring your go-live window is protected even if issues surface outside standard business hours. For sales organisations distributed across APAC, EMEA, and the Americas, this round-the-clock availability removes the dependency on regional working hours for critical issue resolution.

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Escalation Structure

Xoxoday formalises its support model through an escalation matrix embedded in the Master Service Agreement. The matrix defines three tiers: L1 support handles frontline queries and standard troubleshooting; L2 support addresses complex configuration issues and product-level investigations; L3 support covers critical incidents requiring engineering involvement. Each tier carries defined response expectations, so your team knows exactly who to reach and when. This governance structure aligns with the standards enterprise HR and IT teams expect when deploying tools connected to systems like Darwinbox, MS Teams-based recognition workflows, or performance platforms integrated via API. The escalation matrix is not a separate add-on—it is a contractual commitment baked into every standard engagement. Learn more: Xoxoday Help Centre — Support

What SLA commitments does Xoxoday offer?

Understand the response and resolution time commitments Xoxoday provides across support tiers, including critical incident handling.

How does Xoxoday handle implementation and onboarding?

Learn how Xoxoday structures the onboarding process, from kickoff through go-live, to set your programme up for long-term success.