{"id":61012,"date":"2023-10-16T16:06:28","date_gmt":"2023-10-16T15:06:28","guid":{"rendered":"https:\/\/peak.ai\/?page_id=61012"},"modified":"2025-10-21T15:49:42","modified_gmt":"2025-10-21T14:49:42","slug":"support","status":"publish","type":"page","link":"https:\/\/peak.ai\/support\/","title":{"rendered":"Support"},"content":{"rendered":"
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Support from Peak<\/h1>\n\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/section>\n\n\n
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\n Your satisfaction and the smooth operation of your AI products are our top priorities\n <\/h2>\n

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. <\/p>\n\n \n

\n \n Book a demo\n <\/a>\n <\/p>\n \n <\/div>\n\n <\/div>\n <\/div>\n <\/div>\n<\/section>\n\n\n

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Support for your AI products<\/h2>\n \n

\n We offer three levels of support to customers, as outlined in this table.\n <\/p>\n <\/div>\n \n

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\n \n Bronze\n <\/button>\n \n Gold\n <\/button>\n \n Platinum\n <\/button>\n \n
<\/div>\n <\/div>\n <\/div>\n\n
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\n High-level support for your business' AI journey\n <\/p>\n \n <\/div>\n\n \n \n

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\n Knowledge base access\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n <\/svg>\n <\/div>\n <\/div>\n

\n \n \n
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\n Output monitoring\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n <\/svg>\n <\/div>\n <\/div>\n

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\n Data ingest monitoring\n <\/p>\n\n

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\n Support hours\n <\/p>\n\n

\n (see supported timezones)\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n 08:00-18.00, Mon-Fri\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n Urgent severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 4 hours\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n High severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 6 hours\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n Medium severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 8 hours\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n Low severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 10 hours\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \n

\n More monitoring, faster responses, regular updates\n <\/p>\n \n <\/div>\n\n \n \n

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\n Knowledge base access\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n <\/svg>\n <\/div>\n <\/div>\n

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\n Output monitoring\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n <\/svg>\n <\/div>\n <\/div>\n

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\n Data ingest monitoring\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n <\/svg>\n <\/div>\n <\/div>\n

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\n Support hours\n <\/p>\n\n

\n (see supported timezones)\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n 08:00-18.00, Mon-Fri\n <\/p>\n <\/div>\n <\/div>\n

\n \n \n
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\n Initial response time\n <\/p>\n\n

\n Urgent severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 90 minutes\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n High severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 3 hours\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n Medium severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 4 hours\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n Low severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 6 hours\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \n

\n Extensive support for your business-critical AI products\n <\/p>\n \n <\/div>\n\n \n \n

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\n Knowledge base access\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n <\/svg>\n <\/div>\n <\/div>\n

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\n Output monitoring\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n <\/svg>\n <\/div>\n <\/div>\n

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\n Data ingest monitoring\n <\/p>\n\n

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\n Support hours\n <\/p>\n\n

\n (see supported timezones)\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Urgent and high severity incidents: 24hr support, every day. Medium and low severity incidents: 08:00-18:00, Mon-Fri\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n Urgent severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 30 minutes\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n High severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 1 hour\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n Medium severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 2 hours\n <\/p>\n <\/div>\n <\/div>\n

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\n Initial response time\n <\/p>\n\n

\n Low severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n

\n Within 3 hours\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n\n

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Support for your AI products<\/h2>\n \n

\n We offer three levels of support to customers, as outlined in this table.\n <\/p>\n <\/div>\n\n \n

\n \n \n <\/svg>\n <\/div>\n

\n Bronze\n <\/h3>\n\n

\n High-level support for your business' AI journey\n <\/p>\n \n <\/div>\n \n

\n \n \n <\/svg>\n <\/div>\n

\n Gold\n <\/h3>\n\n

\n More monitoring, faster responses, regular updates\n <\/p>\n \n <\/div>\n \n

\n \n \n <\/svg>\n <\/div>\n

\n Platinum\n <\/h3>\n\n

\n Extensive support for your business-critical AI products\n <\/p>\n \n <\/div>\n <\/div>\n\n

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\n Knowledge base access\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n \n <\/svg>\n <\/div>\n <\/div>\n \n \n \n \n <\/svg>\n <\/div>\n <\/div>\n \n \n \n \n <\/svg>\n <\/div>\n <\/div>\n <\/div>\n

\n \n \n
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\n Output monitoring\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n \n <\/svg>\n <\/div>\n <\/div>\n \n \n \n \n <\/svg>\n <\/div>\n <\/div>\n \n \n \n \n <\/svg>\n <\/div>\n <\/div>\n <\/div>\n

\n \n \n
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\n Data ingest monitoring\n <\/p>\n\n

\n \n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n \n \n <\/svg>\n <\/div>\n <\/div>\n \n \n \n \n <\/svg>\n <\/div>\n <\/div>\n \n \n \n \n <\/svg>\n <\/div>\n <\/div>\n <\/div>\n

\n \n \n
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\n Support hours\n <\/p>\n\n

\n (see supported timezones)\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n

\n 08:00-18.00, Mon-Fri\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n 08:00-18.00, Mon-Fri\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n Urgent and high severity incidents: 24hr support, every day. Medium and low severity incidents: 08:00-18:00, Mon-Fri\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n

\n \n \n
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\n Initial response time\n <\/p>\n\n

\n Urgent severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n

\n Within 4 hours\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n Within 90 minutes\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n Within 30 minutes\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n

\n \n \n
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\n Initial response time\n <\/p>\n\n

\n High severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n

\n Within 6 hours\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n Within 3 hours\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n Within 1 hour\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n

\n \n \n
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\n Initial response time\n <\/p>\n\n

\n Medium severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n

\n Within 8 hours\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n Within 4 hours\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n Within 2 hours\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n

\n \n \n
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\n Initial response time\n <\/p>\n\n

\n Low severity incidents\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n\n \n \n

\n Within 10 hours\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n Within 6 hours\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n Within 3 hours\n <\/p>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n\n \n <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":5,"featured_media":49965,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"wf_page_folders":[],"class_list":["post-61012","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nSupport - Peak<\/title>\n<meta name=\"description\" content=\"Learn more about Peak's support offering. 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