Need help during holiday periods or times of long weekends? 

Emergencies

  • Emergency support is ALWAYS available for existing clients via the client portal Emergency Support System (log in required)

  • OR via the phone emergency option by phoning us and listening carefully to the options.
    • Do NOT open an emergency ticket unless it is a Genuine Emergency 
    • What is a Genuine Emergency? Typically = server down, website offline, ecommerce web shop not functioning, no email (where we supply email services), database error.  Anything else is probably not an emergency - please be considerate and wait until normal business resumes, or mark your email as "urgent" instead of emergency (see below).
    • If you open an Emergency Ticket or Emergency Phone Call that we consider is not a Genuine Emergency: 1) a minimum call out fee of NZD$305 per hr or part thereof +GST, will be applicable - no exceptions - so think carefully and 2) such enquiries will incur a delay in response.


Urgent Support

  • If it's NOT an emergency, but it is URGENT - please open a normal ticket and mark it as HIGH priority / Urgent in the subject line.
  • Urgent enquiries will be dealt with on a first come basis - however, you should still expect a delayed response.
  • Is it really urgent?  Please be considerate and wait until normal business resumes, or mark your email as "non-urgent".


Non-Urgent Enquiries / Support / Sales Enquiries

  • For all other enquiries, please consider waiting until normal business resumes, or expect a delayed response.
  • All other and sales enquiries will incur a longer delay in response and may not be responded to until we reopen.


Accounts / Invoices

  • Please kindly note: Any invoice that is due for payment over any holiday period must still be paid on time - yes, sometime the due date falls on a Sunday. Blame the billing system engineer.  An extra grace period will usually be added for bank transfers - but as you know Credit Card or Debit card payments are automatic, so you might want to think about using them?
  • All accounts enquiries may not be responded to until normal business resumes.


Self Help Resources:

  1. Please check our knowledgebase, in case the query you have is already answered there.
  2. Uptime Status: https://status.purplehosting.com/
  3. Please check THIS LINK to see if you can find the answer

 


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Tuesday, September 23, 2025

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