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Get an answer or resolve a product issue with our dedicated engineering support team. Critical payroll cycle blockers are handled within 15 minutes.
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support@inkludo.work
Ticket Portal
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Critical Hotline
Payroll blockers only
Fast-Track Resolution Workflow
Check Help Center First
Browse 100+ verified articles and instant troubleshooting steps before opening a ticket.
Include Specific Context
Mention module name, error codes, affected employee IDs, and screenshots for faster resolution.
Select Issue Urgency
Flag payroll processing cycle blockers as Critical for 15-minute response SLA.
Track via Ticket ID
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Support Portal
Monitor your team’s active tickets, inspect SLA performance times, and access self-service resources from our knowledge base.
2
Active Tickets
1
Under Review
18
Resolved (30d)
8 min
Avg Response
Active & Recent Tickets
PF ECR export fails for February payroll batch
Biometric device sync delayed after firmware v3.2 update
Leave balance carry-forward policy configuration for FY26
Bulk employee onboarding CSV import mapping validation
System Status
Real-time service health, server latency, and historical uptime metrics across all Inkludo infrastructure layers.
All Inkludo Services Operational
99.98% 90-day SLA uptime · Verified live
Core API & Auth
REST endpoints, JWT authentication & RBAC
Mobile Web & PWA
Employee punch, self-service & manager approvals
Attendance & Biometric Sync
Hardware IoT bridge & real-time punch capture
Payroll Computation Engine
Statutory deductions, salary computation & payslips
Notification Gateway
Transactional emails, WhatsApp alerts & Push notifications
Database & In-Memory Cache
Primary MongoDB cluster & Redis session store
Security & Audit Log Stream
Tamper-proof compliance records & geo-fencing checks
Realtime WebSocket Hub
Live employee status, instant presence & broadcasts
Past Incidents & Postmortems
Duration
38 min
Resolution
Root cause: Memory pressure during 9:30 AM peak punch-in surge. Resolved by auto-scaling sync worker pods. All delayed punch logs were retroactively processed without loss.
Service Updates
Explore recent release notes, product enhancements, bug fixes, and scheduled maintenance windows.
Attendance Regularisation — Bulk Manager Approvals
Managers can now review and approve up to 50 punch regularisation requests in a single click from their team roster view.
- Multi-select regularisations with live punch timestamps
- One-click batch approval with optional remarks
- Instant real-time push confirmation to mobile devices
Payroll Engine — Automated Statutory Wage Ceiling Updates
PF and ESI ceiling limits now auto-sync from central gazette notifications without requiring manual formula reconfiguration.
- Zero-config statutory rate revisions
- Retroactive recalculation modes for mid-cycle changes
- Complete audit trail generated on every statutory modification
HR Helpdesk — AI Semantic Ticket Categorisation
Incoming employee tickets are automatically classified and routed to the corresponding department specialist based on issue description.
- Semantic NLP classification of employee requests
- Custom routing rules per department & branch
- SLA stopwatch initiates immediately upon accurate assignment
Leave Encashment — Mid-Month Joiner Pro-Ration Correction
Fixed a calculation edge-case where employees joining post-15th were having encashment pro-rated against full calendar months.
- Auto-corrected on the next scheduled payroll run
- Detailed adjustment ledger visible in employee payslip
Authentication — Rolling Refresh Token Invalidation
Enhanced session security with strict refresh token rotation on every authorization exchange.
- Mitigates session replay and fixation vulnerabilities
- Instant token blacklisting across all client devices
Scheduled Maintenance Windows
User Impact: Read-only mode during migration window (~90 minutes)
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