.. include:: /substitutions.rst
.. include:: /urls.rst

.. _purism_contact:

Contact
=======


.. _purism_contact_overview:

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 <purism_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).


.. _purism_contact_guidelines:

Guidelines
----------

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

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

    * User documentation (YOU ARE HERE)
    * `Mission statement`_
    * `Policies <public_policy_>`_
    * `Product lead times <product_delivery_table_>`_
    * `Products <purism_products_>`_
    * `Librem 5`_
    * :ref:`FAQ <purism_faq>`
    * :ref:`PureOS documentation <pureos>`
    * `PureOS issue reports`_
    * :ref:`PureOS troubleshooting <pureos_troubleshooting>`
    * :ref:`Community forums <community_forums>`

#. When sending your *first email* about a particular subject, *always compose a new email*.
#. Povide concise and informative email subjects.
#. Unless you are responding to a GitLab Service Desk ticket, do *not* reply to order or shipment confirmation emails from Purism.
   Those email addresses are not monitored.
#. Repeatedly emailing support and/or other email aliases will not result in issue escalation.
   In most cases, this only slows the process of issue resolution for you and other customers.

    * Email directed to the support department **creates a support ticket**, and a support technician is assigned to the issue.
      Email to this address is **not routed as standard email**.
      If multiple messages are sent to this department about the same issue, it will generate multiple ticket numbers.
      This fragmentation can cause delays in support responsiveness or issue resolution.


.. _purism_contact_responsiveness:

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.


.. _purism_contact_details:

Contact information
-------------------

+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| Type                      | Email                    | Typical Response Time (business days) | Description                                                         | Example subject                                     |
+===========================+==========================+=======================================+=====================================================================+=====================================================+
| Feedback                  | |email_feedback|         | 4-6                                   | Suggestions |br| Referrals |br| Complaints                          | [Librem 14] Ideas for build quality improvements    |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| General                   | |email_support|          | 3-5                                   | Product or service information                                      | [Librem Mini] Available SSD options                 |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| Investor Relations        | |email_ir|               | 1-2                                   | Investment-related questions                                        | [Purism_12345678] Conversion to equity              |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| Job Applications          | |email_hiring|           | 5-10                                  | `Job postings <Jobs_>`_                                             | Support staff – your_name_here                      |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| Order: Expedited Shipment | |email_ops|              | 0-1                                   | Expedited shipment requests/payment                                 | [Purism_12345678] Requesting expedited shipment     |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| Order: Status             | |email_support|          | 2-4                                   | Order status |br| Payment status                                    | [Purism_12345678] BitCoin transaction failed        |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| Press Relations           | |email_pr|               | 4-6                                   | Journalists |br| Content creators |br| Influencers                  | Availability for an upcoming podcast at studio_name |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| Sales                     | |email_sales|            | 1-3                                   | General, enterprise, and technical sales                            | CompanyName: Requesting lead time for large L14 PO  |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| Support: Technical        | |email_support|          | 3-5                                   | Technical troubleshooting                                           | [Purism_12345678] USB 3.0 port is not working       |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+
| Support:  Wireless        | |email_wireless_support| | 1-2                                   | Cellular wireless |br| :ref:`Librem AweSIM <librem_awesim>` support | [Purism_12345678] Activate my AweSIM data plan      |
+---------------------------+--------------------------+---------------------------------------+---------------------------------------------------------------------+-----------------------------------------------------+


.. _purism_contact_social_media:

Social media
------------

* `Facebook <social_purism_facebook_>`_
* `Mastodon <social_purism_mastodon_>`_
* `Twitter/X <social_purism_x_>`_

We also keep an eye on the `Purism subreddit <social_purism_rubreddit_>`_, although we neither control nor moderate it.


.. _purism_contact_mailing_address:
.. include:: /mailing-address.rst


.. _purism_contact_mailing_list:

Mailing list
------------

Want to occasionally receive a digest of the biggest announcements?
Send a blank mail to |email_mailing_list| to subscribe to our announcements mailing list!
You can unsubscribe at any time.