Xoxoday Empuls resolves P0 critical production issues — including full platform outages affecting all users — within 24 hours, with an initial response guaranteed within 4 hours, seven days a week.
Support SLA framework
Xoxoday Empuls applies a structured, five-tier priority classification to every reported incident. Each tier carries explicit response and resolution targets, giving your organisation’s HR, IT, and engineering teams predictable timelines from the moment a ticket is raised.Priority tiers and resolution windows
P0 — Critical production issues cover complete platform outages or failures that block every user from accessing Xoxoday Empuls. The support team responds within 4 hours and targets full resolution within 24 hours, with no exceptions for weekends or public holidays. P1 — High-impact issues cover functional impairments affecting a significant number of users. A representative example is a broken Slack or MS Teams integration that stops recognition notifications from reaching employees in real time. Response arrives within 1 business day; resolution follows within 3 to 5 business days. P2 — Medium-impact issues apply to partial degradations where a viable workaround exists. Xoxoday Empuls responds within 1 to 2 business days and resolves within 7 to 10 business days. P3 — Low-impact issues, such as minor usability improvements or small feature enhancements, are scheduled for the next planned release cycle rather than treated as emergency patches. P4 — Feature requests and suggestions submitted by your organisation are assessed by the Xoxoday Empuls product team and, when validated, incorporated into the public product roadmap.Around-the-clock support
Support is available 24 hours a day, seven days a week via email and live chat. There are no blackout windows. Whether an incident surfaces during a high-traffic annual rewards cycle, a payroll cutover weekend, or a scheduled HRIS data sync with Workday or SAP SuccessFactors, your team can raise it immediately and receive a tracked, prioritised response.Dedicated Customer Success Management
Every organisation using Xoxoday Empuls is assigned a dedicated Customer Success Manager responsible for ongoing account management. This CSM schedules regular check-ins and leads quarterly business reviews to proactively identify risks and optimise platform performance before they escalate to formal incidents. Quarterly business reviews give HR and IT leaders a structured forum to review adoption metrics, flag anticipated changes — such as a planned integration with Darwinbox or an upcoming headcount expansion — and align on Xoxoday Empuls roadmap deliverables relevant to their deployment. Together, tiered SLAs, always-on support channels, and dedicated account management ensure every incident is handled with appropriate urgency and that your organisation retains full visibility at every stage of resolution. Learn more: [Xoxoday Empuls Help Centre — General](What security standards does Empuls follow to protect data?
Understand how Xoxoday Empuls protects your organisation’s data with ISO 27001 and SOC 2 Type II certifications.
What integrations does Xoxoday Empuls support?
Explore Xoxoday Empuls’s native integrations with Slack, MS Teams, Workday, SAP SuccessFactors, and Darwinbox.