How long does Empuls take to resolve support queries?

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Severity-Based Resolution Framework

Empuls structures query resolution around four severity tiers: highly critical, critical, non-critical, and minor. Each tier carries distinct response and resolution benchmarks, ensuring that the most business-critical disruptions receive immediate attention while routine requests are handled in an orderly queue. A highly critical alert triggers a first response within 2 hours and a full resolution within 4 hours. A non-critical issue — such as a cosmetic display error in the recognition feed — may take up to 48 hours to resolve. This tiered model prevents low-priority requests from competing with incidents that affect platform availability at scale.

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What Each Severity Level Covers

Highly critical issues are those that halt core platform functionality entirely or expose a significant security risk. For organizations running Empuls alongside integrations such as Slack, Microsoft Teams, or Workday, a broken API handshake that stops reward notifications from reaching employees would typically qualify at this tier. Critical issues affect a significant portion of users but do not bring Empuls to a complete stop. A practical example is delayed synchronization between Empuls and SAP SuccessFactors or Darwinbox during a large-scale onboarding or annual review cycle — functionality is degraded but the platform remains accessible. Non-critical issues affect individual users or reflect reduced but present functionality. Minor issues cover aesthetic or informational concerns that carry no direct workflow impact and can be addressed in standard maintenance cycles.

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SLA Timelines as Indicative Benchmarks

The response and resolution windows published in Empuls’s Service Level Agreement are indicative benchmarks that reflect its standard operating commitments. These commitments sit alongside the security and operational standards that underpin Empuls’s ISO 27001 certification and SOC 2 Type II compliance posture, giving organizations a consistent baseline to plan against. Final resolution timelines, escalation paths, and support contact procedures are formalized during the Master Services Agreement or Statement of Work sign-off. This ensures the support framework is tailored to your organization’s size, geography, and operational complexity rather than applied as a generic template.

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Customizing Support Terms at Contract Stage

During the MSA or SoW review, your team can negotiate escalation workflows, define primary and secondary support contacts, and agree on communication channels for incident updates. Larger deployments — particularly those involving multi-region rollouts or deep HRIS integrations — often include supplementary annexures that expand on standard SLA windows. Understanding these severity tiers before go-live helps IT and People Operations teams set accurate employee expectations, communicate proactively during any service disruption, and align internal escalation procedures with those of Empuls’s support organization. Learn more: Empuls Help Centre — General