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Xoxoday’s standard support SLA guarantees an initial response within 4 business hours, resolution of platform-usage issues within 72 business hours, and automatic escalation for any ticket that remains unresolved after 5 business days.
Xoxoday publishes clear support response and resolution timelines so your organisation knows exactly what to expect when raising a ticket. The commitments below apply to Xoxoday’s standard support tier and cover everything from general guidance queries to platform incidents and third-party fulfilment issues.

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Response Time Commitments

Xoxoday’s support team acknowledges all incoming tickets within 4 business hours. General knowledge and guidance queries receive a complete written answer within 8 business hours. If a live discussion is needed, a meeting link is shared within 4 business hours so your team can speak directly with a support specialist without waiting on back-and-forth scheduling.

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Issue Resolution Windows

Platform usage issues—including login failures, workflow errors, and integration problems with systems such as Workday, SAP SuccessFactors, or Darwinbox—are addressed within 72 business hours. Voucher and partner fulfilment issues, which may require coordination with third-party reward providers, are resolved within 3–7 business days. Xoxoday targets a first-contact resolution rate of 50% or higher, meaning the majority of tickets are closed without your team needing to follow up.

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Automatic Escalation

Any ticket that remains open and unresolved after 5 business days is automatically escalated within Xoxoday’s internal support hierarchy. This ensures no issue sits idle without senior attention. For organisations running time-sensitive campaigns—such as a quarterly recognition programme delivered through Slack or Microsoft Teams notifications—this built-in escalation path provides a reliable backstop against delays affecting employee experience.

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Scheduled Maintenance

Xoxoday communicates all planned maintenance windows at least 3 business days in advance. Notifications reach registered contacts before any change is applied to the production environment, giving your IT and HR teams adequate time to plan around temporary service windows and avoid disruption to active reward programmes.

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Business Continuity and Recovery Targets

For unplanned disruptive events, Xoxoday targets a Recovery Point Objective (RPO) and Recovery Time Objective (RTO) of 120 minutes. These commitments sit within Xoxoday’s broader reliability framework, which is independently validated through ISO 27001 certification and SOC 2 Type II compliance audits. Your organisation’s reward data and fulfilment operations are protected by clearly defined recovery benchmarks that apply across all Xoxoday environments. Learn more: Xoxoday Help Centre — General

Security & Compliance

Understand how Xoxoday protects your data through ISO 27001 certification, SOC 2 Type II audits, and enterprise-grade access controls.

Platform Uptime & Reliability

Learn about Xoxoday’s infrastructure standards, maintenance practices, and the availability commitments that keep your reward programmes running.