Xoxoday Empuls provides standard support from 5am Eastern Time to 6pm Pacific Time, and maintains a 24x7 on-call team for critical incidents during evenings, weekends, and public holidays.
Standard Business Hours
Xoxoday Empuls covers support from 5am Eastern Time (ET) to 6pm Pacific Time (PT), Monday through Friday. This window spans the full US working day, accommodating teams operating across both East Coast and West Coast time zones without interruption. For organisations running Xoxoday Empuls alongside tools like Slack, Microsoft Teams, or HRIS platforms such as Workday, SAP SuccessFactors, or Darwinbox, standard-hours support covers both platform issues and integration-specific troubleshooting within a single contact point.After-Hours Support for Critical Issues
Outside standard business hours, Xoxoday Empuls maintains a 24x7 on-call team dedicated to high-severity incidents. If a critical issue arises — such as a platform outage disrupting recognition workflows or blocking reward redemption — the on-call team responds according to severity-based SLAs regardless of the time of day or day of the week. This matters for global programmes. If your organisation runs a rewards cycle spanning Asia-Pacific or European time zones, a P1 incident raised at 2am ET still receives immediate attention without waiting for US business hours to resume.Weekend and Holiday Coverage
Xoxoday Empuls extends support to weekends and public holidays for urgent matters. When a critical issue surfaces during a weekend peer recognition campaign or a seasonal gifting cycle, the support team escalates and responds without deferring to the following Monday. For non-critical requests submitted on weekends or holidays, Xoxoday Empuls schedules response for the next available business day. This distinction ensures that routine configuration queries or low-priority feature questions do not compete with active incident response queues.Severity-Based Response Structure
Response times during off-hours follow the severity level assigned to each support ticket. High-severity issues affecting core platform functionality receive the fastest response, while lower-severity items follow standard queuing protocols. This structure is consistent with Xoxoday Empuls’s compliance posture. Xoxoday Empuls holds ISO 27001 and SOC 2 Type II certifications, which require documented, auditable incident response procedures. Support availability is not just a service commitment — it is a traceable, policy-governed process your organisation can reference during vendor due diligence.Learn more: [Xoxoday Empuls Help Centre — General](
Does Empuls offer SLAs for L1, L2, and L3 support?
Understand how Xoxoday Empuls defines severity levels and the committed response times for each tier during and outside business hours.
What security certifications does Empuls comply with?
Learn how Xoxoday Empuls’s ISO 27001 and SOC 2 Type II certifications govern incident response, data handling, and audit readiness.