This document is linked to the Support Service Standard at https://purple.ai/support-service/
| Support + | Standard | SMB | |
|---|---|---|---|
| Availability | 07.00 – 23.00 GMT with emergency cover outside of these times. | 08.00 – 21.00 GMT Monday – Friday Check in coverage at weekends – acknowledgements to tickets and emergency work completed. |
09.00 – 17.00 GMT with emergency coverage outside of these times |
| Response Time | Initial response within 30 minutes with named engineer given | Response within 1 hour within working hours | 14 days for all tickets |
| Maximum Fix Time – 2nd Line Support only |
24 hours | 7 days | 14 days for all tickets |
| Fix Time – Critical Priority (All Levels) |
12 hours | 24 hours | 14 days for all tickets |
| Fix Time – High Priority (All Levels) |
48 hours | 5 days | 14 days for all tickets |
| Fix Time – Medium Priority (All Levels) |
10 days | 15 days | 28 days for all tickets |
| Fix Time – Low Priority (All Levels) |
20 days | 30 days | 56 days for all tickets |
| Expert Service | Monthly health check via video call with an engineer. Monthly service review with Head of Support to review previous tickets and identify proactive opportunities for the future. |
Health check and service review to be completed with engineer upon request (two per calendar year) | Initial onboarding call with engineer |
