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
Aug 15th Andrew A As said before Lochie gives me clear and accurate replies, which I can follow. A top shelf service from him on every occasion.
Aug 12th Caroline C Thanks so much for your help: that's fantastic! Have a great weekend. All my best, Caroline
Aug 12th Mark H Called me bang on time, polite as always, listened to problem, instructed me in layman's terms on what to do and problem sorted in no time. Thanks you guys, you take any IT stress away. CHEERS!
Aug 9th Lorna M Thank you for all of your help today
Aug 4th Andrew A Efficient and to the point answers.
Jul 29th Lorna M Thank you once again Michael for all your help today and for getting the issue sorted so quickly!
Jul 28th Matt W Michael did a brilliant job as always! Many thanks for the help!
Jul 22nd Kevin E Excellent support received on site in a considerate and understanding manner. Michael Tanner was prepared to 'go the extra mile' to ensure all tasks were successfully completed. Minimum disruption to the daily operation of the company which was appreciated.
Jul 20th Lorna M Thank you for all your help today Michael :)
Jul 13th Christoper G Dean has been really helpful and patient with our request.