Xoxoday’s standard SLA guarantees 99.9% monthly uptime and structured customer support across three severity tiers, with critical platform issues receiving round-the-clock engagement and an initial response within 4 hours.
Platform Uptime
Xoxoday guarantees 99.9% uptime calculated on a monthly basis — fewer than 45 minutes of unplanned downtime per month under normal operating conditions. Scheduled maintenance, capped at two hours per month, is excluded from this calculation, as are force majeure events and issues originating within the client’s own infrastructure.Tiered Support Response
Xoxoday structures customer support into three severity levels, each with defined response and update cadences. Severity 1 — Critical / Platform Downtime triggers 24/7 support with an initial response within 4 hours and status updates every 8 hours until resolution. This applies when core functionality is unavailable — for example, if employees cannot access their rewards dashboard or HR admins lose visibility into recognition workflows synced with MS Teams or Slack. Severity 2 — Major Functionality Impact covers issues that significantly degrade a feature without causing full downtime. Xoxoday responds within 12 hours and provides updates every 24 hours until the issue is resolved. Severity 3 — Minor Issues and General Queries addresses non-critical questions and low-impact bugs. Xoxoday responds within 24 hours, with weekly progress updates provided throughout.Issue Resolution and Escalation
Xoxoday resolves reported issues through a combination of code fixes, platform updates, and interim workarounds — whichever restores normal operation fastest. Escalation paths are built into each severity tier, ensuring unresolved Severity 1 incidents are automatically elevated within the support chain without requiring the client to chase. Cases where a client has not responded for 10 consecutive business days are closed to maintain queue accuracy, but can be reopened by contacting the support team with updated details.What This Means in Practice
A global enterprise running Xoxoday’s rewards engine integrated with SAP SuccessFactors can expect that any critical disruption — such as a broken HRIS sync preventing milestone rewards from triggering — is treated as Severity 1 and addressed with active, around-the-clock engagement until fully resolved. This SLA structure, combined with Xoxoday’s ISO 27001 and SOC 2 Type II certifications, gives procurement and IT stakeholders the contractual and compliance assurance required for enterprise sign-off. Learn more: Xoxoday Help Centre — Customer SuccessData Security & Compliance
Understand how Xoxoday meets ISO 27001 and SOC 2 Type II standards to protect enterprise data across all environments.
HRIS & Platform Integrations
Explore how Xoxoday connects with Workday, SAP SuccessFactors, Darwinbox, and other enterprise systems out of the box.