Xoxoday operates a structured 4-tier escalation matrix—from 24/7 frontline support through to executive sponsorship—governed by severity-based SLAs and automated escalation triggers to ensure uninterrupted service delivery.
How Xoxoday handles service escalations
Xoxoday’s escalation process is built around four clearly defined levels, each activated based on issue severity and resolution timelines. Every incoming ticket is classified by severity—from business-critical outages (Severity 1) to low-impact queries (Severity 4)—and routed accordingly. This classification drives both the initial response commitment and the escalation path if resolution stalls. Level 1 – Frontline Support is available 24/7 through Xoxoday’s support portal, in-app ticketing, AI help bot, or email at [contact redacted]. Response SLAs are strict: Severity 1 issues receive a response within 60 minutes, Severity 2 within 2 hours, Severity 3 within 12 hours, and Severity 4 within 24 hours. If a ticket remains unresolved within those windows, escalation is triggered automatically. Level 2 – Customer Success Manager (CSM) takes ownership when an issue exceeds SLA thresholds or begins affecting program-level operations. The CSM acts as a single point of contact between the client and Xoxoday’s internal technical teams, coordinating deeper investigations, suggesting workarounds, and managing reprioritization. For enterprise clients running rewards programs integrated with Workday or SAP SuccessFactors, the CSM also ensures data-flow continuity across connected systems during the resolution window. Level 3 – Escalation Manager / Service Delivery Lead is engaged when resolution timelines are breached or the issue spans multiple functional areas simultaneously—for example, when a rewards redemption failure involves both the technology and operations teams at once. At this stage, Xoxoday conducts a formal Root Cause Analysis (RCA) and implements structured mitigation actions to prevent recurrence, with documented outputs shared with the client. Level 4 – Senior Leadership / Executive Sponsor intervenes when business continuity is at risk or executive-level urgency has been declared. Leadership alignment at this level ensures immediate resource mobilization and strategic decision-making rather than incremental troubleshooting, with direct stakeholder communication maintained throughout.SLA governance and client transparency
All tickets are tracked in real time through Xoxoday’s internal dashboards, with automated escalation triggers based on both elapsed time and severity classification. Clients receive proactive email updates and status notifications at every stage, with no gaps in communication between escalation levels. Quarterly Business Reviews (QBRs) provide an additional structured channel for reviewing recurring patterns and continuously strengthening the support relationship. This governance model is consistent with Xoxoday’s commitments under its ISO 27001 certification and SOC 2 Type II attestation, ensuring that incident handling meets both contractual obligations and recognized compliance standards. Escalation is not a reactive fallback—it is a built-in, auditable part of how Xoxoday delivers service reliability at scale. Learn more: Xoxoday Help Centre — Escalation processSLA commitments and uptime guarantees
Understand Xoxoday’s uptime targets, severity classifications, and contractual SLA tiers across all support levels.
Support channels and how to raise a ticket
Learn how to contact Xoxoday support via the portal, in-app ticketing, AI help bot, or direct email.