Support from Peak
Your satisfaction and the smooth operation of your AI products are our top priorities
Once your support has been set up, you can easily reach out to our dedicated support team through our portal, email, or phone (support by phone is available to Enterprise customers for Urgent and High Severity Incidents only). Upon receiving notice of an Incident, our team will promptly categorise the issue based on its severity. We are committed to responding to your concern within the initial response time specified for each support tier, ensuring adherence to our Service Level Agreement.
Support for your AI products
We offer three levels of support to customers, as outlined in this table.
High-level support for your business' AI journey
Knowledge base access
Output monitoring
Data ingest monitoring
Support hours
(see supported timezones)
08:00-18.00, Mon-Fri
Initial response time
Urgent severity incidents
Within 4 hours
Initial response time
High severity incidents
Within 6 hours
Initial response time
Medium severity incidents
Within 8 hours
Initial response time
Low severity incidents
Within 10 hours
More monitoring, faster responses, regular updates
Knowledge base access
Output monitoring
Data ingest monitoring
Support hours
(see supported timezones)
08:00-18.00, Mon-Fri
Initial response time
Urgent severity incidents
Within 90 minutes
Initial response time
High severity incidents
Within 3 hours
Initial response time
Medium severity incidents
Within 4 hours
Initial response time
Low severity incidents
Within 6 hours
Extensive support for your business-critical AI products
Knowledge base access
Output monitoring
Data ingest monitoring
Support hours
(see supported timezones)
Urgent and high severity incidents: 24hr support, every day. Medium and low severity incidents: 08:00-18:00, Mon-Fri
Initial response time
Urgent severity incidents
Within 30 minutes
Initial response time
High severity incidents
Within 1 hour
Initial response time
Medium severity incidents
Within 2 hours
Initial response time
Low severity incidents
Within 3 hours
Support for your AI products
We offer three levels of support to customers, as outlined in this table.
Basic
High-level support for your business' AI journey
Business
More monitoring, faster responses, regular updates
Enterprise
Extensive support for your business-critical AI products
Knowledge base access
Output monitoring
Data ingest monitoring
Support hours
(see supported timezones)
08:00-18.00, Mon-Fri
08:00-18.00, Mon-Fri
Urgent and high severity incidents: 24hr support, every day. Medium and low severity incidents: 08:00-18:00, Mon-Fri
Initial response time
Urgent severity incidents
Within 4 hours
Within 90 minutes
Within 30 minutes
Initial response time
High severity incidents
Within 6 hours
Within 3 hours
Within 1 hour
Initial response time
Medium severity incidents
Within 8 hours
Within 4 hours
Within 2 hours
Initial response time
Low severity incidents
Within 10 hours
Within 6 hours
Within 3 hours