Contact

Overview

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

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 engagement with the engineering department.

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. Those email addresses are not monitored.

4. 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 other customers.

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/technical sales Product lead-times	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 AweSIM support	[Purism_12345678] Activate my AweSIM data plan

See also

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