Empuls delivers enterprise-grade support through documented response and resolution SLAs, multiple staffed channels including email, live chat, and WhatsApp, a 24/7 self-service Help Centre, and a formal three-level escalation matrix designed to serve global deployments across time zones.
Support Channels and Availability
Xoxoday Empuls operates a multi-channel support model built for enterprise customers across time zones. Email support runs 24×5 (Monday–Friday) with extended weekend coverage from 9:00 AM to 9:00 PM IST on Saturdays and Sundays. Chat support is staffed 9:00 AM–8:00 PM IST on weekdays and 9:00 AM–6:00 PM IST on weekends. Support is not available on public and national holidays, and every interaction is managed through a centralized ticketing system with proactive status updates. Every email sent to cs@xoxoday.com automatically generates a tracked ticket. Empuls targets acknowledgement within 4 business hours, general query responses within 8 business hours, and platform-usage issues within 72 business hours.Chat, WhatsApp, and Live Chat
WhatsApp support is available at +91 8061915050 and staffed during the same extended IST hours as the chat channel. Empuls targets a first-contact resolution rate of 50%+ across chat and WhatsApp. Cases requiring deeper investigation are automatically escalated to a tracked ticket, with progress updates provided every 2–3 days until resolution. Live chat is embedded in both the Empuls web application and mobile app, backed by an AI-powered chatbot for instant responses to common queries. When an issue cannot be resolved on first contact, it is logged as a ticket and handled under standard SLAs with no loss of context.24/7 Self-Service Help Centre
The Empuls Help Centre is accessible around the clock across all regions and includes step-by-step tutorials, FAQs, troubleshooting guides, launch communication kits, and best-practice playbooks. Multilingual content is supported, so global teams running Empuls alongside Slack, Microsoft Teams, SAP SuccessFactors, or Darwinbox can access guidance in their preferred language at no additional cost. Regional teams can also be enabled with localized content to support program adoption at scale.Three-Tier Escalation Matrix
Empuls enforces a formal escalation model to ensure no issue stalls. Level 1 covers all frontline tickets. Issues unresolved beyond 5 business days — or escalated at the customer’s request — move to Level 2 team leads. Persistent or complex cases are escalated to the Head of Customer Operations at Level 3 for expedited action. Voucher-related issues follow a defined 3–7 business day SLA, dependent on partner response timelines. Planned maintenance is communicated at least three days in advance, and Empuls targets an RPO and RTO of 60 minutes for unplanned incidents, giving enterprise operations teams a clear reliability baseline for internal planning.Language Support
Empuls provides support in English as standard, with additional languages available on request at no extra cost. The multilingual Help Centre ensures consistent self-service quality across geographies, and regional teams can be enabled with localized content where required.Learn more: Empuls Help Centre — SLA & Support Levels
How does Empuls handle data security and compliance?
Learn about Empuls’s ISO 27001 and SOC 2 Type II certifications, data residency options, and enterprise security controls.
What HRIS and tool integrations does Empuls support?
Explore native integrations with Workday, SAP SuccessFactors, Darwinbox, Slack, and Microsoft Teams.