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
Sep 24th Kerry L Super fast service, issue resolved in moments by Lochie. Excellent as always, thank you
Sep 14th Sue H All good response received :-)
Sep 14th Kerry Prompt and efficient service and problem resolved, fantastic service as always, thanks Lochie. I would recommend everyone to try Purple Computing, we'd never look elsewhere!
Sep 8th Lynn H Really rapid response as always. Excellent service. Hi Martyn & Lochie I have spoken to Quickbooks. I was wrong and we can use the online system so does not need to be on the server. Sorry to have wasted your time but I do appreciate your support. Not sure how long it will take to get up and running but at least it looks like Tas Books will be a thing of the past in the near future. I will keep you posted when I have transferred all the financial info and Tas Books is NR. Probably about 4-6 weeks , hopefully. Many thanks again. Kind regards Lynn Hemmings MEP Accounts Dept
Sep 8th Lynn H Really rapid response as always. Excellent service
Sep 8th Simon D You guys have always provided a remarkably responsive service. I'd like to thank you for all the help and professional support you've given to the business.
Sep 1st Sally T Great. Thank you again for your support - apologies for being such a luddite!! Thank you Sally
Aug 26th Chris S Very fast and efficient response - thank you!
Aug 23rd Amanda H Very helpful general advice including sorting out the email problem.
Aug 12th Caroline W Very quick response and all sorted. Thank you