A real person, fast. Or we pay for it.
Every PurpleCare client gets this promise: when something breaks, a real person responds fast, or we pay for it. Critical issues get a live technician within 1 hour, 7 days a week (holidays excluded). Every other request gets a response from a person within 4 business hours. If we miss, your credit is automatic. If you're not satisfied in your first 60 days, we refund your managed services fees.
Our Response Promise
| Request type | What you get | Within | Coverage |
|---|---|---|---|
| Critical | A live technician contacts you and starts work on your issue | 1 hour | 7am–7pm Central, 7 days a week, excluding holidays |
| All other requests | A person acknowledges your request and tells you the next step | 4 business hours | Business hours (see below) |
What These Terms Mean
- Critical: Your business can't operate or is under active threat. Examples: server, network or internet down for the office; email down company-wide; a suspected ransomware attack or security breach.
- Priority: We set priority by business impact. If you report an issue as critical and we find it isn't, we'll tell you why within the hour.
- Response: A Purple Bunny technician personally contacts you and starts work. If we can't reach you, we call the number on your request and send you a written message through your ticket or by email. Doing both within the response time counts as our response. An automated ticket email does not count.
- Business hours: Monday–Friday, 8am–5pm Central, excluding the holidays below.
- Holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve and Christmas Day. A Saturday holiday is observed the Friday before; a Sunday holiday, the Monday after. On a holiday, critical issues get best-effort response, and the 1-hour clock starts at 7am the next day that isn't a holiday.
- Clock starts: When you call our support line or submit a ticket through our support portal or email.
If We Miss
You get a 10% credit on that month's managed services fee. No forms, no arguing. We track every response time, and the credit appears on your next invoice automatically. If you believe we missed and the credit isn't there, tell us within 30 days of the invoice. We'll check our records and apply it.
60-Day Satisfaction Guarantee
If you're not satisfied within your first 60 days of PurpleCare service, we refund your monthly managed services fees for that period. The 60 days start on your service start date in your agreement. Tell us in writing (email is fine) before day 60. Your cancellation takes effect that day, with no 30-day notice, and we'll issue the refund within 30 days.
| Refunded | Not refunded |
|---|---|
| Monthly PurpleCare managed services fees paid during the first 60 days | One-time onboarding or setup fees |
| Microsoft 365 and other software licenses (annual commitments can't be cancelled with the vendor) | |
| Hardware, cabling and other equipment | |
| Third-party services billed through us (internet, phone, backup storage, domains) | |
| Project work, quoted separately |
The guarantee applies once per client, for new PurpleCare agreements only. After the first 60 days, PurpleCare stays month-to-month: cancel any time with 30 days' written notice. Either way, we'll hand off your systems, passwords and documentation cleanly.
The Fine Print
- The response credit is one 10% credit per calendar month, however many misses occur that month.
- Response credits apply to monthly managed services fees only, and aren't available for any month in which an undisputed amount on your account is more than 30 days past due.
- The clock runs only for requests made through our support line, portal or support email. It pauses outside the coverage hours above, while we're waiting on information, access or availability we asked you for, while an outage at your internet provider, Microsoft or another third party prevents us from responding, and for events outside our control.
- These terms are part of your PurpleCare Master Client Agreement. If this page and the agreement differ, the agreement controls.
How to Reach Us
- Support line: 316-665-7644
- Support email: support@purplebunny.tech
- Support portal: purple.repair