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

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 & Bank 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
Jan 12th Sue T Excellent service, always prompt and a clear resolution.
Jan 11th Amanda H Thanks. I seen to have saved it as 9 rather than 3 MB, which we think is ok and at least makes it easy to send by email. Amanda
Jan 8th Zoe Very quick and helpful service! Thank you
Jan 6th Denise S Great service, quick and prompt. Thank you
Dec 18th Pedro M 5 stars service! Very helpful, knowledgeable and friendly.
Dec 18th Pedro M 5 stars service! Very helpful, knowledgeble and friendly.
Dec 14th David R I cannot speak highly enough of James and Purple. He walked me through what I needed to do online, I did it and it worked. The highest service level I have come across for a long time. Thank you. Should I need to, I would return instantly. Regards, David
Dec 4th Sally & Very quick and clear - thank you again!
Dec 4th Christina D once again very prompt response for which I am hugely grateful. Thank you
Dec 2nd Helen B Always so helpful - very grateful to have Purple at the end of the phone/email especially in WFH times!