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!

   • User documentation (YOU ARE HERE)

   • Mission statement

   • Policies

   • Product lead-times

   • Products

   • Librem 5

   • FAQ

   • PureOS documentation

   • Community forums

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@puri.sm	2-4	Product or service information	[Librem Mini] Available SSD options
Support - Technical	support@puri.sm	1-3	Technical troubleshooting	[Purism_12345678] USB 3.0 port is not working
Support - Wireless	wireless_support@puri.sm	1-3	Librem 5 wireless/AweSIM support	[Purism_12345678] Activate my AweSIM data plan
Order Status	support@puri.sm	1-3	Order/payment status, Product lead-times	[Purism_12345678] BitCoin transaction failed
Feedback	feedback@puri.sm	4-6	Suggestions, referrals, complaints	[Librem 14] Ideas for build quality improvements
Press Relations	pr@puri.sm	4-6	Journalists, content creators, influencers	Availability for an upcoming podcast at studio_name
Investor Relations	ir@puri.sm	1-2	Investment-related questions	[Purism_12345678] Conversion to equity
Job Applications	hiring@puri.sm	5-10	Jobs posted at Jobs	Support staff – your_name_here

See also

For software-related issues, please review the PureOS troubleshooting guide, or search PureOS issue reports before sending an email to technical support.