Contact¶

Overview¶

You can reach us through numerous means, whether you are a contributor, customer, business partner or investor. If you are a member of the press or an investor, you might be interested in our press room page.

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).

Guidelines¶

To help us better serve you, we recommend that you review the following guidelines:

Before contacting us with questions, please first review 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
- PureOS issue reports
- PureOS troubleshooting
- Community forums
Please compose any correspondence in English. While multilingual and multinational staff do work at Purism, correspondence in English helps ensure the most timely and accurate response.
If emailing us, use concise and informative email subjects.
When contacting us regarding multiple topics or requests, consider sending a separate email with a different email subject for each topic.
Order status and shipping confirmation email addresses are not monitored. Please do not reply to these emails.
When contacting customer support (GitLab Service Desk) via support@puri.sm:
1. Email to the support department is not routed as standard email.
2. Any new incoming email creates a support ticket, sends an automated response containing a ticket number, and assigns a support technician to the issue.
3. Replies to the initial automated response or ongoing email thread will proceed with the same support ticket.
Note
1. Multiple messages sent to the support department regarding the same issue will generate disjointed support tickets. This fragmentation causes delays in support responsiveness or issue resolution.
2. Repeated support emails or CCing other departments will not result in issue escalation. In most cases, this only adds complexity and slows the process of issue resolution for you and other customers.

Responsiveness¶

We are always happy to hear from you, and we try to reply in a timely fashion to everything that requires action or has an outstanding question. However, 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 engagement with the engineering department.

Contact information¶

Type	Email	Typical Response Time (business days)	Description	Example subject
Feedback	feedback@puri.sm	4-6	Suggestions Referrals Complaints	[Librem 14] Ideas for build quality improvements
General	support@puri.sm	3-5	Product or service information	[Librem Mini] Available SSD options
Investor Relations	ir@puri.sm	1-2	Investment-related questions	[Purism_12345678] Conversion to equity
Job Applications	hiring@puri.sm	5-10	Job postings	Support staff – your_name_here
Order: Expedited Shipment	ops@puri.sm	0-1	Expedited shipment requests/payment	[Purism_12345678] Requesting expedited shipment
Order: Status	support@puri.sm	2-4	Order status Payment status	[Purism_12345678] BitCoin transaction failed
Press Relations	pr@puri.sm	4-6	Journalists Content creators Influencers	Availability for an upcoming podcast at studio_name
Sales	sales@puri.sm	1-3	General, enterprise, and technical sales	CompanyName: Requesting lead time for large L14 PO
Support: Technical	support@puri.sm	3-5	Technical troubleshooting	[Purism_12345678] USB 3.0 port is not working
Support: Wireless	wireless_support@puri.sm	1-2	Cellular wireless Librem AweSIM support	[Purism_12345678] Activate my AweSIM data plan

Mailing address¶

Purism, SPC
50 California Street, Suite 1500
San Francisco, California, USA
94110

Mailing list¶

Want to occasionally receive a digest of the biggest announcements? Send a blank mail to announce-join@announce.puri.sm to subscribe to our announcements mailing list! You can unsubscribe at any time.