Xoxoday Empuls provides formal Service Level Agreements (SLAs) committing to a 4-business-hour initial response, 8-business-hour resolution for general queries, and a structured escalation framework that ensures no support issue goes unaddressed.
Response and Resolution Timelines
Xoxoday Empuls commits to acknowledging all support inquiries within 4 business hours of submission. General queries — covering areas such as reward catalogue configuration, recognition programme setup, or account management — are fully resolved within 8 business hours. This gives HR teams and business administrators a predictable support window so issues do not remain open across working days without a clear path to resolution.Platform Usage Issues
More complex issues affecting platform functionality are addressed within 72 business hours. This includes integration sync failures with HRIS platforms such as Workday, SAP SuccessFactors, or Darwinbox, as well as notification disruptions in connected channels like Slack or Microsoft Teams. The extended window allows support and engineering teams to investigate root causes thoroughly rather than apply surface-level fixes that may recur.Voucher and Reward Fulfilment
For voucher-related issues, resolution timelines range from 3 to 7 business days. This variation reflects the involvement of third-party partner networks in the fulfilment chain. Xoxoday Empuls coordinates directly with its partner ecosystem to resolve redemption errors, expiry disputes, or delivery failures, keeping employees informed throughout the process.Escalation Framework
Xoxoday Empuls maintains a structured escalation framework for any issue that remains unresolved within the standard SLA window. Tickets are flagged and routed to senior support tiers, ensuring active ownership at every stage. This framework applies uniformly regardless of organisation size or configuration.Planned Maintenance and Downtime
Scheduled downtime is communicated at least 3 business days in advance. This notice period gives IT administrators and HR operations teams time to plan around any maintenance windows — particularly important for organisations running time-sensitive recognition campaigns or reward disbursements that cannot afford unexpected service interruptions. These SLA commitments complement Xoxoday Empuls’s broader compliance posture, including certifications under ISO 27001 and SOC 2 Type II, to give your organisation confidence in both service reliability and data protection standards. Learn more: [Xoxoday Empuls Help Centre — General](Is Empuls ISO 27001 and SOC 2 certified?
Learn about Xoxoday Empuls’s ISO 27001 and SOC 2 Type II certifications and how they protect your organisation’s data.
What are Empuls uptime and service availability SLAs?
Understand how Xoxoday Empuls maintains high availability and communicates planned maintenance windows.
How do I create a support ticket in Xoxoday Empuls?
Find out how to contact Xoxoday Empuls support and which channel is best suited for each type of inquiry.
What integrations does Xoxoday Empuls support?
Explore how Xoxoday Empuls connects with Workday, SAP SuccessFactors, Darwinbox, Slack, and Microsoft Teams.