Q: How do you provide support across all time zones?
Xoxoday offers true global coverage through a strategically distributed support model. Our customer support teams are located in key regions like the US, UAE, India, and Southeast Asia, enabling 24/7 coverage across time zones.
Our support channels include live chat, email, ticketing, and an extensive help center. In-product AI bots provide instant assistance, and our multilingual support ensures smooth communication across geographies. Additionally, we offer onboarding support, ongoing training, and a dedicated customer success manager to ensure continued success for global teams.
Q: How does Xoxoday handle language localization and deployment?
Xoxoday supports localization at scale with 30+ languages, including English, French, Arabic, Spanish, Japanese, Korean, Indonesian, Vietnamese, and more. The platform allows full language configurability for internal communications, email templates, feed, messaging, and in-app notifications.
This ensures a native experience for users regardless of location. Clients can also request new languages. Localization is planned during implementation, where we map content, menus, and communications to the preferred language of each region or user group, delivering a cohesive and inclusive experience globally.
Q: Does Xoxoday provide access to a web portal for users?
All the applications in Xoxoday are compatible with both web and mobile. All the applications and mobile responsive as well as through native Android & iOS apps.
Q: What is the connectivity protocol supported by Xoxoday?
Yes, Xoxoday supports integration through standard connectivity protocols including PAM and other secure options.
Development Process
Q: Has Xoxoday undertaken a code review before delivering the application?
Yes, Xoxoday follows a formal code review process before the application is delivered, maintaining secure development practices.
Q: Is the source code available, and what security measures are in place for its custody?
No, as a SaaS-based solution, the source code is proprietary and securely managed by Xoxoday with internal security protocols. We don't share source code with any client or third party.
Q: What is the warranty period offered for the software?
Not applicable, as Xoxoday provides the solution as a Software-as-a-Service (SaaS), ensuring continuous updates and support rather than a fixed warranty term.
Q: Who holds ownership of the software solution?
Yes, Xoxoday retains ownership of the loyalty management software, which is delivered as a SaaS platform.
Billing and Invoice
Q: What payment methods does Xoxoday accept?
Xoxoday accepts a wide range of global and local payment methods including:
• Credit and debit cards (VISA, MasterCard, American Express)
• Bank transfers, Cheques
• ACH payments (for US clients).
This ensures seamless, secure transactions for all clients worldwide.
Q: How does Xoxoday support tax reporting for point redemptions?
Xoxoday’s platform provides detailed redemption reports, including the value of rewards in local currency. This ensures accurate processing by finance teams. Reports can be region-specific and segmented by teams. Additionally, the platform supports exportable data on taxable rewards, enabling compliance with local tax regulations. While tax slabs are not determined by Xoxoday, we assist in aligning data with your financial processes for accurate deductions and reporting.
Client Support
Q: What kind of client services does your rewards platform provide for support?
Xoxoday goes beyond software delivery to offer a comprehensive Client Success Framework. We support your program across three pillars: Strategic Operations, Technical Reliability, and End-User Care.
Dedicated Strategic Account Management Every enterprise client is assigned a dedicated Account Manager (AM) acting as your single point of contact. Your AM handles:
Onboarding & Implementation: Guided setup and configuration.
Strategic Growth: Regular business reviews, catalog curation, and loyalty consultation workshops.
Advocacy: Mobilizing internal technical resources to fast-track your feature requests.
24/7 Global Support & SLAs We provide round-the-clock support for both Administrators and End-Users, ensuring your internal teams are not burdened with redemption queries.
Channels: Email, Phone, and Ticketing System.
Response Time (SLA): Less than 1 hour for critical issues; standard response within business hours for non-critical items.
Global Reach: Multilingual support to assist your diverse workforce.
Platform Maintenance & Security As a fully managed SaaS solution, we handle all infrastructure scaling, security patching, and updates. This ensures 99.5% uptime and continuous compliance with ISO 27001 and GDPR standards without requiring effort from your IT team.
Anti Bribery & Corruption
Q: Do you have an ABC policy and is training provided?
Yes. Xoxoday enforces a strict, zero-tolerance Anti-Bribery and Corruption (ABC) Policy applicable to all employees, contractors, and business partners. Our framework is aligned with global standards, including the UK Bribery Act 2010 and the US Foreign Corrupt Practices Act (FCPA).
Training & Awareness:
Mandatory Training: All employees must complete annual ABC compliance training.
Targeted Modules: High-risk roles (Sales, Procurement, Finance) receive enhanced, role-specific training.
Curriculum: The training covers gift/hospitality limits, facilitation payments, conflict of interest, and red-flag identification.
Enforcement: We maintain a robust Whistleblower Policy and conduct regular internal audits to monitor compliance. Any breach of the ABC policy is grounds for immediate disciplinary action, up to and including termination.