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Empuls guarantees a 1-hour response for high-priority outages during business hours, with resolution within 8 hours on managed hosting, backed by a 99.9% uptime target for all managed deployments.
When something goes wrong with a recognition or rewards platform, HR and IT teams need to know exactly how fast support will respond — and what to expect next. Empuls operates under clearly defined Service Level Agreements (SLAs) that set binding response and resolution windows based on the severity of each issue.

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How Empuls Classifies Support Issues

Empuls segments issues into three priority tiers, each with its own response and resolution commitments. High Priority covers situations where services are entirely unavailable, a security breach is suspected, or a major outage is affecting all users. Empuls acknowledges these tickets within 1 business hour. Resolution follows within 8 hours for managed hosting or 16 hours for client-hosted environments, where a patch is provided for the client’s team to deploy. Medium Priority applies when service is partially degraded or unavailable for a significant portion of users — for example, if the peer recognition feed in MS Teams stops loading for the majority of employees but the core platform remains accessible. Empuls responds within 4 business hours and resolves within 16 hours, regardless of whether the deployment is managed or client-hosted. Low Priority covers minor performance slowdowns, cosmetic UX inconsistencies, or non-impacting edge cases. Empuls acknowledges these within 8 business hours. Resolution is scheduled for the next production release on managed hosting, or the client’s own next production release cycle for self-hosted deployments.

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Managed vs. Client-Hosted: What Changes

The hosting model affects resolution windows, not response times. On managed hosting, Empuls controls the deployment pipeline end-to-end, enabling faster patch rollouts. On client-hosted setups — common in enterprises running Empuls alongside systems like SAP SuccessFactors or Workday — Empuls provides the patch, and the client’s IT team coordinates the deployment within their change management process. This distinction matters for enterprise teams with strict change windows. If your organisation runs Empuls integrated with Darwinbox and follows a fortnightly release cycle, a low-priority fix would align to that cadence rather than a date Empuls sets unilaterally.

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Uptime Commitment

Beyond reactive support, Empuls targets 99.9% uptime for all managed product deployments. This translates to less than 8.8 hours of unplanned downtime per year and is designed to meet the availability requirements most enterprise HR and IT procurement teams expect when evaluating platforms against ISO 27001 or SOC 2 Type II compliance frameworks. Empuls publishes SLA terms as part of its enterprise agreements, giving procurement and legal teams a contractual baseline to reference during vendor assessments. Learn more: Empuls Help Centre — General

Empuls Data Security & Compliance Standards

Understand how Empuls handles data encryption, access controls, and certifications like ISO 27001 and SOC 2 Type II.

Empuls System Uptime & Availability

Learn about Empuls’s 99.9% uptime target, maintenance windows, and how managed hosting ensures continuous service.