Xoxoday operates a centralized 24/7 support desk accessible through a customer portal, live chat, and email, with a dedicated US phone line available during business hours and a direct escalation path to engineering for unresolved issues.
Service Desk Overview
Xoxoday’s customer support team operates around the clock from its centralized hub in Bangalore, India. The team serves a global enterprise user base — including HR and IT teams running programs integrated with Workday, SAP SuccessFactors, and Darwinbox — and is structured to handle queries from routine account questions to complex technical issues without gaps in coverage. Support is not limited to business hours. Regardless of your organization’s time zone, Xoxoday’s team is reachable at any hour through multiple channels.Support Channels
Customer Portal: Xoxoday provides a dedicated support portal where users can submit tickets, describe their issues in detail, and track resolution status in real time. This is the recommended channel for non-urgent queries or cases that require documentation attachments. Chat and Email: Live chat and email support are both available 24/7. All incoming queries are logged, categorized by criticality level, and routed to the appropriate support tier. This ensures that high-priority issues — such as a reward redemption failure during a company-wide recognition campaign — receive faster attention than lower-urgency configuration requests. Phone Support (US): Organizations based in the United States can reach Xoxoday’s support team by phone during standard business hours, 9 a.m. to 6 p.m. EST. This channel is best suited for situations where real-time verbal guidance accelerates resolution.Escalation Process
When a query exceeds the resolution capability of the frontline support team — for example, a technical issue affecting Slack or Microsoft Teams rewards notification workflows — Xoxoday escalates the case directly to its engineering team. The support team maintains priority access to engineering resources, enabling fast handoffs without the queuing delays common in multi-tier models. Escalations are tracked within the same ticketing workflow, so your team retains full visibility into status and expected resolution timelines throughout the process.Criticality Triage
Every query submitted through Xoxoday’s support channels is assigned a criticality level at intake. This triage ensures that business-critical incidents — such as a bulk reward dispatch failure ahead of a campaign deadline — are handled with urgency, while standard requests are queued without inflating wait times for higher-priority cases. Xoxoday’s support infrastructure is designed to meet the expectations of enterprise customers operating under compliance frameworks such as ISO 27001 and SOC 2 Type II, where reliable incident response and audit-ready support records are a standard requirement. Learn more: Xoxoday Help Centre — Customer supportWhat SLAs does Xoxoday offer for support tickets?
Understand Xoxoday’s committed response and resolution timeframes by ticket priority level, and what to expect at each support tier.
How does Xoxoday support enterprise integrations?
Learn how Xoxoday handles technical support queries for integrations with Slack, MS Teams, Workday, SAP SuccessFactors, and other enterprise platforms.