Christmas and New Year Support | Apple IT Support for Business
Country: CA UK

Support Hours & Policy

Many of our business clients will wind down over Christmas and New Year. We take the opportunity to recharge our batteries ahead of a typically busy January.

Our opening hours and support policy over the festive period is as follows:


2019 Opening Hours

Fri 18th Dec – Last working day

All Weekends & National Holidays – Closed

Working Days from 21st Dec to 3rd Jan – Emergency Support Only

Mon 4th Jan – Fully open


 

Emergency Support Policy

To allow our support team some respite over Christmas and New Year, we operate an Emergency Support policy on the working days between the last Friday before Christmas and the first Monday after New Year.

 

Contacting Us

  • For all requests please email as usual to help@purplecomputing.com or complete our support form
  • If you are technically unable to email then please call, but kindly note that all calls will divert to voicemail; your voicemail will raise a ticket on our helpdesk

 

Urgency

Under emergency support, we will only respond to requests which:

  • Pose an immediate risk to data, or
  • Have a major and costly adverse effect on productivity (e.g server or key equipment failure)

If a workaround is readily available, or the issue is not time-sensitive, we will respond as soon as possible after we return to full time hours.

Our on-call engineer may still acknowledge lower-urgency requests personally and (where possible) may suggest a workaround or solution in the interim.

 

Response Time

We will do our best to respond within one working hour as usual, but please bear with us and allow for a response within 4 working hours during Emergency Support times.

Real-Time Feedback

When we solve a support ticket, clients are given the choice of leaving good or bad feedback along with an optional comment. We post the 10 most recent comments here automatically and in real-time. You can view even more on our reviews page.

Date Name Comments
Apr 15th Roger F Dean, big thanks , brilliant as always
Apr 14th Richard P Great Michael, thanks for such a prompt response.
Apr 13th Barbara M Dean is extremely knowledgeable, efficient and pleasant with his assistance and puts me completely at ease.
Mar 30th Geoffrey D very speedy!
Mar 30th Simon D You guys keep the process so simple and rewarding. Both Michael and Lochie have done exactly what I asked for and have talked me through what would have been, for me, a very difficult problem. You guys made it feel easy - but in a good way (apart from the reference to Michael's Dad!). Thank you so much. Simon
Mar 26th Sean K Support provided by Michael and James was excellent! Would highly recommend Purple Computing.
Mar 17th Stephanie N Amazingly fast response, and the issue was sorted within 30 minutes. Thank you Dean
Mar 12th Steve R Michael was very efficient in adding the new mailbox
Mar 3rd Natasha G Brilliant, knowledgeable and super-fast service as always. Thank you!
Feb 25th Longcroft O Sorted in no time as usual, thanks Lochie