Christmas and New Year Support

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 20th Dec – Last working day

All Weekends & Bank Holidays – Closed

Working Days from 23rd Dec to 3rd Jan – Emergency Support Only

Mon 5th 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.