Xoxoday automatically escalates unresolved support tickets to a Lead-level specialist after 5 business days, then to the Head of Customer Success after a further 5 days, who commits to resolution within 3 business days.
Tier 1 — Standard Support (Days 0–5)
Every support request is initially handled by Xoxoday’s front-line support team. The team works to diagnose and resolve the issue within 5 business days. This covers the majority of queries — from reward catalogue updates and Microsoft Teams or Slack notification configurations to data sync issues with Workday, SAP SuccessFactors, or Darwinbox.Tier 2 — Lead-Level Escalation (Days 5–10)
If a resolution has not been provided within the first 5 business days, the ticket is automatically escalated to a Lead-level specialist. This team member brings deeper product knowledge and cross-functional coordination capability. The Lead is allocated a further 5 business days to resolve the issue and is accountable for driving the case to closure.Tier 3 — Head of Customer Success (Day 10 Onward)
Should the issue remain unresolved after the Lead-level window, it escalates directly to Xoxoday’s Head of Customer Success. This is the final tier, and the Head of Customer Success takes personal ownership of the case with a committed 3-business-day resolution window from the point of escalation.Why This Structure Matters
The three-tier model ensures that every issue has a clearly defined owner and that timelines are transparent at each stage. For organisations running Xoxoday across complex environments — for example, a global HR stack that combines Darwinbox for core HR with Xoxoday for employee rewards and recognition — issues spanning multiple systems are addressed with the appropriate level of authority at each escalation tier. This structured escalation policy reflects Xoxoday’s broader commitment to service reliability. It operates alongside Xoxoday’s ISO 27001 certification and SOC 2 Type II attestation, ensuring that data security and service continuity are upheld throughout every support engagement. If your ticket has not progressed as expected, you can reach out through the Xoxoday Help Centre to confirm which tier your case has reached and what the next steps are. Learn more: Xoxoday Help Centre — Customer SupportHow do I raise a support request with Xoxoday?
Step-by-step guide to submitting a support ticket through the Xoxoday Help Centre, including what information to include for faster resolution.
What are Xoxoday's support response time SLAs?
Understand Xoxoday’s committed response and resolution timeframes across different ticket priority levels.