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Empuls commits to formal SLAs across L1, L2, and L3 support tiers, backed by a 24x7 dedicated portal with real-time ticket visibility and multiple communication channels including email, live chat, and WhatsApp.
Empuls maintains clearly defined Service Level Agreements across all three support tiers, ensuring every production issue is categorized, routed, and resolved within committed timeframes. This structure is built to meet enterprise-grade expectations for reliability, escalation transparency, and operational accountability.

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L1 Support: First-Contact Resolution

L1 support handles frontline queries through email or live chat, with a target response time of 4 business hours. Empuls sets an 80%+ first-contact resolution goal at this tier, meaning the large majority of issues are closed without requiring escalation. This layer covers onboarding questions, navigation assistance, and low-complexity troubleshooting for end users and administrators alike.

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L2 and L3 Escalation Paths

When an issue remains unresolved after 2 business days or requires deeper investigation, Empuls automatically escalates it to L2 support. Issues that persist beyond the L2 window or involve complex system behavior are taken over at L3 by the Head of Customer Operations. Any production-impacting incident — regardless of tier — carries a dedicated 24 business hour resolution target to minimize disruption.

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Support Channels Built for How Teams Work

Empuls provides multiple channels so teams can report and track issues without friction. A dedicated email address auto-generates tickets in a centralized system, giving every interaction a traceable record. Live chat is embedded directly into both the web and mobile interfaces, connecting users to live agents alongside an AI chatbot that handles instant, low-complexity resolutions. A self-service Help Center offers step-by-step articles, tutorials, and troubleshooting guides available around the clock. For organizations running Empuls alongside tools like Slack or Microsoft Teams, support can be initiated from within familiar workflows. When Empuls is integrated with HRIS systems such as Workday, SAP SuccessFactors, or Darwinbox, the support team handles data sync issues, user provisioning errors, and workflow configuration — each ticket assigned to the appropriate SLA tier and tracked accordingly.

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Ticket Visibility and Compliance Alignment

Every ticket created across any channel is visible in the dedicated support portal with real-time status updates, escalation triggers, and a full communication log. This audit trail is particularly relevant for enterprise customers operating under compliance frameworks such as ISO 27001 or SOC 2 Type II, where incident documentation and resolution timelines are subject to review. Empuls surfaces this data without requiring additional requests, keeping Customer Success, IT, and security teams aligned throughout the resolution process. Learn more: Empuls Help Centre — General

What security certifications does Empuls hold?

Empuls holds ISO 27001 and SOC 2 Type II certifications. Learn what controls, audits, and data protection standards are in scope.

Which HRIS and productivity tools does Empuls integrate with?

Empuls connects with Workday, SAP SuccessFactors, Darwinbox, Slack, and Microsoft Teams. See the full integration catalogue and setup guides.