Support Service Levels (SLAs)

This document is linked to the Support Service Standard at

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

Support Service Levels (SLAs)
Created on 09 June 2023
Last updated on 06 July 2023
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