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 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.

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 6th Matt H Very quick resolution, thanks.
Jul 31st peterga... Got objective advice & price comparisons with recommendations for courses if action. All swift & courteous - building trust. Very good service
Jul 28th Simon K brilliant excution - as ever
Jul 24th SCMS F Issue resolved in a very efficient and effective manner
Jul 16th Ros W Quick and spot on!
Jul 8th Roger F Thanks Joe really helpful today , need to do a bit more self help but at least I have a bit of direction Roger
Jul 3rd Sally & Quick and efficient resolution - Thank you Lochie
Jul 2nd Lindsay P Thanks - all you need in one phone call. Reassurance you're not an idiot, quick fixing of glitches and totally professional service....
Jul 2nd Emily C Quick and efficient service as always, thank you
Jun 18th Alexandra N As always, the team at Purple are knowledgeable, efficient and a pleasure to work with.