This document is linked to the Support Service Standard at https://purple.ai/support-service/
|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
|12 hours||24 hours||14 days for all tickets|
|Fix Time – High Priority
|48 hours||5 days||14 days for all tickets|
|Fix Time – Medium Priority
|10 days||15 days||28 days for all tickets|
|Fix Time – Low Priority
|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|