Contact

Overview

There are several ways to contact Purism, whether it relates to an issue with your Purism device (either hardware or software), a question about your order, a general question, or you simply want to give feedback to Purism.

Responsiveness

Please note that Purism is a relatively small and globally-dispersed company. The team receives multiple thousands of emails per month on average and we do our best to reply in a timely manner. “Usual response time” is the average response time during during work week days (and outside holidays). Delays may occur due to high email volume or highly technical support issues requiring substantial research or involvement with development staff.

Contact method

Purism currently uses email as the sole method of customer support. Real-time or after-hours support is optionally available for enterprise customers upon signing a Service Level Agreement (SLA).

Please review the following table and provide concise and informative email subjects so that Purism may best support you.

Guidelines

  1. Before sending questions to us, please first check our public resources. Your question may be already answered!

  2. When sending your first email about a particular subject, always compose a new email.

  3. Do NOT reply to the order confirmation emails or any other automatic email sent from Purism, as those email addresses are not monitored.

  4. Repeatedly emailing support and/or other email aliases will not result in issue escalation and, in most cases, only slows the process of issue resolution for all customers.

Contact information

Type

Email

Typical Response Time (business days)

Description

Example subject

General

support <at> puri (dot) sm

2-4

Product or service information

[Librem Mini] Available SSD options

Technical Support

support <at> puri (dot) sm

1-3

Technical troubleshooting

[Purism_12345678] USB 3.0 port is not working

Order Status

support <at> puri (dot) sm

1-3

Order/payment status, Product lead-times

[Purism_12345678] BitCoin transaction failed

Feedback

feedback <at> puri (dot) sm

4-6

Suggestions, referrals, complaints

[Librem 14] Ideas for build quality improvements

Press Relations

pr <at> puri (dot) sm

4-6

Journalists, content creators, influencers

Availability for an upcoming podcast at studio_name

Investor Relations

ir <at> puri (dot) sm

1-2

Investment-related questions

[Purism_12345678] Conversion to equity

Job Applications

hiring <at> puri (dot) sm

5-10

Jobs posted at Jobs

Support staff – your_name_here

NOTE: Before sending email for technical support, please first check the PureOS troubleshooting wiki, section 652; or search PureOS issue reports if your problem is software-related.