Contact#

There are numerous ways to get in contact with us, whether you are a contributor, customer, business partner or investor. We are always happy to hear from you!

Guidelines#

Please review the following guidelines to help us better serve you:

  1. Before contacting us with questions, please first review our public resources. Your question may be already answered!

  2. 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.

  3. If emailing us, use concise and informative email subjects.

  4. When contacting us regarding multiple topics or requests, consider sending a separate email with a different email subject for each topic.

  5. Order status and shipping confirmation email addresses are not monitored. Please do not reply to these emails.

  6. 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#

Purism is a remote-first company that employs globally-dispersed talented staff, spread between 19 time zones. 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.

Real-time or after-hours support is optionally available for enterprise customers upon signing a Service Level Agreement (SLA).

Contact information#

Contact

Type

Typical Response Time (business days)

Description

Example subject

feedback@puri.sm

Feedback

4-6

Suggestions
Referrals
Complaints

[Librem 14] Ideas for build quality improvements

ir@puri.sm

Investor Relations

1-2

Investment-related questions

[Purism_12345678] Conversion to equity

hiring@puri.sm

Job applications

5-10

Job postings

Support staff – your_name_here

ops@puri.sm

Expedited shipment requests

0-1

Expedited shipment requests/payment

[Purism_12345678] Requesting expedited shipment

pr@puri.sm

Press Relations

4-6

Journalists
Content creators
Influencers

Availability for an upcoming podcast at studio_name

sales@puri.sm

Sales

1-3

General, enterprise, and technical sales

CompanyName: Requesting lead time for large L14 PO

security@puri.sm

Security disclosures

3-5

Security vulnerabilities [1]

[PureOS Crimson] CVE-2025-0000 reproducible

support@puri.sm

General

2-4

Product or service information

[Librem Mini] Available SSD options

Order status

1-3

Order status
Payment status

[Purism_12345678] Bitcoin transaction failed

Technical

3-5

Technical troubleshooting

[Purism_12345678] USB 3.0 port is not working

wireless_support@puri.sm

Librem AweSIM support

1-2

Cellular wireless
Librem AweSIM support

[Purism_12345678] Activate my AweSIM data plan

Signal Messenger: purism.01

Alternative
not actively monitored

5-20

Used as an alternative E2EE communication method

N/A

Social media#

Please refer to this page.

Mailing address#

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

Note

Product returns are not received at this address and may only be accepted via RMA.