Support & Enterprise SLAs
Our global support engineering team is available 24/7 for mission-critical enterprise recruitment operations and developer API assistance.
Direct Contact Channels
📱 Direct Phone Hotline
Call our global developer & enterprise hotline for urgent operational support.
💬 WhatsApp Instant Chat
Connect immediately with an on-call technical solutions architect via WhatsApp.
✉️ Email Support
For API architectural guidance, billing inquiries, and enterprise onboarding.
🟢 System Status
Real-time uptime metrics, incident postmortems, and scheduled maintenance windows.
Service Level Agreements (SLAs)
XeCubes provides enterprise SLAs backed by financial credit guarantees:
| Severity Level | Definition | First Response SLA | Resolution Target |
|---|---|---|---|
| Severity 1 (Critical) | Core API gateway outage; candidates unable to conduct live interviews. | Under 15 minutes | Under 2 hours |
| Severity 2 (Major) | Resume parser degraded; webhook deliveries delayed. | Under 1 hour | Under 6 hours |
| Severity 3 (Minor) | Minor dashboard UI glitch; non-blocking API endpoint latency. | Under 4 hours | Under 24 hours |
| Severity 4 (General) | General questions, integration consultations, and documentation feedback. | Under 12 hours | Standard release cycle |
Enterprise Dedicated Channels
Organizations on the Enterprise Plan receive:
- Dedicated Slack / Teams Connect Channel: Real-time shared channel between your engineering team and XeCubes core engineers.
- Assigned Solutions Architect: Architecture reviews, custom webhook payloads, and ATS mapping assistance.
- Custom Security & Compliance Audits: SOC2 Type II, ISO 27001, and GDPR vendor assessments.