> ## Documentation Index
> Fetch the complete documentation index at: https://faqs.xoxoday.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Does Xoxoday Empuls offer support for rewards and billing issues?

> Xoxoday Empuls provides 24/7 email support for rewards handling, returns, and billing as part of the standard SaaS subscription.

<Note>
  Xoxoday Empuls includes 24/7 email support for all rewards handling, returns, and billing queries as a standard component of the SaaS subscription, backed by a 99.99% platform uptime commitment.
</Note>

**Support is built into the subscription from day one.** Xoxoday Empuls includes 24/7 email support for all rewards-related queries — covering reward fulfilment, returns, replacements, and billing — as a core part of the SaaS fee. There are no additional tiers or premium add-ons required to access this level of support.

**How email support works.** When your organisation raises a support request, Xoxoday Empuls triages it by severity and responds within committed service windows. Response and resolution timelines scale with the urgency of the issue, ensuring that critical situations — such as a failed reward redemption or a billing discrepancy — are prioritised and resolved without delay. The platform maintains a 99.99% uptime commitment, making disruptions an exception rather than the rule.

**A proven track record.** Xoxoday Empuls email support consistently achieves a Customer Satisfaction (CSAT) score above 90%. This demonstrates that asynchronous support resolves the vast majority of rewards handling scenarios effectively — from tracking a delayed gift card to reconciling a monthly rewards spend report — without requiring live intervention.

**Live chat support for higher-demand scenarios.** If your organisation requires live or chat-based support — for example, during a large-scale recognition event coordinated across a Microsoft Teams or Slack workspace — Xoxoday Empuls evaluates these requests individually. Factors such as required coverage hours and preferred languages are considered, and an appropriate arrangement is agreed upon. This flexibility ensures that enterprises running high-frequency or multinational reward programmes can access the right level of human support when it matters most.

**Security and compliance across every interaction.** Support operations at Xoxoday Empuls are conducted within a framework aligned with SOC 2 Type II and ISO 27001 standards. Reward and billing data handled during support interactions receives the same data protection treatment that governs the broader platform, giving HR and finance teams confidence that sensitive information is managed responsibly.

**A practical example.** Consider an organisation running a quarterly peer recognition cycle integrated with SAP SuccessFactors or Darwinbox. If a batch of reward vouchers fails to deliver following an automated award trigger, Xoxoday Empuls support teams diagnose the fulfilment issue, coordinate a replacement, and confirm resolution — all through the standard email support channel included in the subscription, at no extra cost.

**Learn more:** \[Xoxoday Empuls Help Centre — R\&R program]\(

<CardGroup cols={2}>
  <Card title="How does the Empuls R&R program work?" href="/empuls/recognition/rnr-program-overview">
    Learn how Xoxoday Empuls structures recognition and rewards programmes, from nomination workflows to automated award triggers.
  </Card>

  <Card title="What reward catalogue does Xoxoday Empuls offer?" href="/empuls/recognition/reward-catalogue">
    Explore the global rewards catalogue available through Xoxoday Empuls, including gift cards, experiences, and merchandise.
  </Card>
</CardGroup>