Xoxoday Empuls delivers entirely in-house account support staffed by a team averaging 5+ years of tenure, with SLAs guaranteeing responses within 2 hours for critical issues.
Support Channels
Three channels make up the Xoxoday Empuls support framework. Live chat is available 24x7 directly within the platform, making it well-suited for globally distributed teams—whether employees are logging recognition milestones in Singapore or managers are reviewing reward approvals in London. Email support targets a one-business-day response, with critical issues fast-tracked beyond that baseline. Phone support is available during standard business hours, and after-hours emergency coverage can be arranged upon request.Staff Expertise and Tenure
The Xoxoday Empuls support team carries an average tenure of over five years. Long-tenured agents understand the nuances of enterprise HRIS integrations—such as Workday, SAP SuccessFactors, and Darwinbox—as well as the configuration of recognition workflows, survey modules, and reward catalogue settings. This depth translates directly into faster diagnoses, fewer escalation steps, and more accurate guidance for complex deployments.Service Level Agreements
Xoxoday Empuls publishes clear, tiered SLAs so organisations know exactly what to expect at each priority level. Critical issues carry a two-hour response target and a four-hour resolution target. These apply to situations where a core platform function is unavailable or a significant number of users are affected. High-priority issues receive an initial response within four hours and are resolved by the close of the following business day. This tier covers meaningful functional degradation that affects workflows without fully blocking operations. Standard support queries are acknowledged within 24 hours and resolved within two business days. This covers configuration questions, how-to guidance, and non-urgent troubleshooting.Why In-House Support Matters for Enterprise Customers
For organisations managing sensitive workforce data—particularly those subject to compliance frameworks such as SOC 2 Type II or ISO 27001—knowing that support interactions are handled by a vetted, internally accountable team carries real weight. Xoxoday Empuls applies the same data-handling discipline to support channels as it does to its core platform, ensuring that no customer data is exposed outside of authorised, audited workflows. This is especially relevant for enterprises integrating Xoxoday Empuls with identity providers or HRIS systems that carry personally identifiable employee information. Learn more: [Xoxoday Empuls Help Centre — General](What security certifications does Empuls comply with?
Understand how Xoxoday Empuls protects customer data, including SOC 2 Type II and ISO 27001 certifications, encryption standards, and access controls.
What are Empuls uptime and service availability SLAs?
Review Xoxoday Empuls availability commitments, infrastructure redundancy, and how incidents are communicated to administrators.