Christmas and New Year Support - Apple IT Support and Consultancy 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
Jul 18th Steve M The lady who answered the phone for my initial enquiry was very friendly & helpful. My request was turned around quickly & Lochie sent me over exactly what I needed. Very happy customer!
Jun 27th Carmen H Excellent thanks!
Jun 25th Jack T Lochie is a legend! Always helpful and resolves issues quickly!
Jun 12th Simon D Great service - got the programme working A+
Jun 10th Helen W Alex was great - sorted all the issues and got me back up and running
Jun 6th Darlene F The support received from Jack today was above and beyond my satisfaction. Great work! Thank you! Have a lovely rest of this day. We appreciate YOU! :-)
Jun 6th Niamh O Thanks for the speedy response/ help
Jun 2nd Bill S I was totally locked out and out of my depth with office 365 and outlook. I tried everything. Dean fixed it, got me up and running, (and on a weekend no less) and I am supremely grateful. Your Toronto staff rules!
May 30th Andy W Awesome, super fast response as it was an urgent requirement, thank you guys
May 29th Mark H As ever a quick response and problem sorted ... thanks Lochie!