Version 04 17/07/2024
Peak Support Services
At Peak, we offer three levels of support to our customers. This support is exclusively for AI applications that have either completed User Acceptance Testing or are already in commercial use, whichever milestone is achieved first.
You can easily reach out to our dedicated support team through the portal, email, or phone (support by phone is available to Enterprise customers for Urgent and High Severity Incidents only), as outlined in the Peak Support Guide at Appendix B.
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 (as outlined in the below table), ensuring adherence to our Service Level Agreement. Your satisfaction and the smooth operation of your AI applications are our top priorities.
Table 1 - Support Tiers
| Basic | Business | Enterprise |
Knowledge Base Access | Yes | Yes | Yes |
Feature Updates | No | Yes | Yes |
Application Output Monitoring | No | No | Yes |
Data Ingest Monitoring | No | Yes | Yes |
Support Hours (see supported timezones) | 8.00 am -6.00 pm Mon-Fri (excluding bank or public holidays) | 8.00 am -6.00 pm Mon-Fri (excluding bank or public holidays) | Urgent and High Severity Incidents: 24-hour support, every day
Medium and Low Severity Incidents: 8.00 am -6.00 pm 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 |
Supported Timezones
UK & EU customers: UK local time
India customers: India local time
North America customers: Eastern Time Zone
Table 2 - Incident Severity Descriptions
| Description | Examples |
Urgent | Platform wide & business critical issues which need to be addressed and resolved as the highest matter of urgency. | Platform is globally inaccessible Broken area e.g. Work > Workspaces all down, Console > User & Roles all broken Production Web app/ Dashboard Down
|
High | High priority tickets are time-sensitive issues which are stopping services or you from working.
| Bug which is preventing the use of a feature Issue Redeploying App which has been previously working SQL Explorer not available Critical Feed/ Workflow Stuck or Broken/ Error
|
Medium | These tickets should be issues that are impeding your work or use of a specific platform feature slightly. | New App unable to deploy (no past functionality) Model output data not expected None Critical Feed/Workflow Error Outputs/Reports Delayed
|
Low | Low priority tickets are issues which are not impeding your work but may need to be raised and addressed in the long-term | A non platform-breaking bug (e.g. visual bug, formatting issue etc.) Platform Login error/ Password Reset Workspace storage increase New User onboarding Quota review/ Increase
|
