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:


2021 Opening Hours

Mon 20th Dec – Last working day

Working Days from 21st Dec to 3rd Jan – Emergency Support Only

(policy details below)

All Weekends & Bank Holidays – Closed

Tue 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 indicated above.

 

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
May 11th Gary H As always, top draw support on all levels.
May 5th Jon M really fast and efficient solution. Friendly comms. very pleased.
Apr 29th Chris S seamless solution every time *****
Apr 25th Liz C Prompt and helpful response from Dean as always! Thank you.
Apr 19th Clint C Fast response as always, thank you guys.
Apr 13th Joe W Top service from Michael!
Apr 12th Adina L Thank you for your support, was excellent. Solved my issues quick.
Apr 11th Ryan B Brill Thanks
Apr 6th Chantelle P excellent, friendly and efficient service
Apr 4th Longcroft O Excellent as usual.