Version 04 17/07/2024
Peak Support
How to use Peak Support
This step-by step guide shows you how to raise a ticket to the Peak Support team. There are also images throughout this guide to provide additional support and answers to common questions.
How to contact Peak Support
There are two methods to contact Peak Support:
Portal (preferred method)
Email
Method 1: Accessing the portal
The portal can be accessed in two ways: (i) by clicking on the following link: Peak Support Portal; or (ii) by clicking on the question mark icon in the top right of the Platform (pictured below).
Once you have accessed the portal, you should see the below screen. You will need to sign in to raise a ticket. Should you not have an account, you can use the “Sign up” link in the top right hand corner. Please use this option to create your account by following the on screen instructions. Once you have signed up, any tickets you create will be linked to your account.
Accessing the Peak Knowledge Base
The Peak Knowledge Base contains several articles about the Platform, which may help answer your question. Peak always recommends that you check the Peak Knowledge Base before raising a ticket.
You can access the Knowledge Base by signing into your support account and clicking on “Knowledge base” at the top of the page.
Creating a ticket
Once you have created your support account, you will see the option to create a support ticket.
When raising a ticket, you will be prompted to select the “Support Ticket Type”.
Should you be interacting with the Peak platform and have any issues or questions, or just need some guidance, we recommend that you select the “Platform Ticket” option.
Should you be interacting with your web applications, dashboard or other type of data outputs, please select “Application Ticket”.
Once the Support Ticket Type has been selected, you should be taken to the ticket information section, where you can provide us with further necessary information.
In the ticket information section, the requester field will automatically populate with the email address linked to your account, and most of the other fields are self-descriptive. Depending on the Support Ticket Type you have selected, the dropdown sections will differ to allow more granular information to be provided:
When raising a ticket, you will see related articles from our Knowledge Base that may also be of assistance (see above section entitled, “Accessing the Peak Knowledge Base”..
Viewing your raised tickets
To view your tickets and each ticket’s current status, you can click on the “Tickets” section in the Support Portal. You will also receive an email when a response to your ticket is added and/or a status change has been made
To
Method 2: Raising a ticket via email
You can also raise a ticket by sending an email to support@peak.ai.
Please provide as much detail as possible in the email, including the following:
Your company's name
Organisation name (same as which you use to login to the Peak Platform)
As much information as possible including possible screenshots or replication methods
Where more information is needed by Peak to process your request, or the issue is sensitive, we may ask for further information or require additional authorisation.
Where you believe the Incident to be Urgent, you must clearly begin the subject of the email with the word 'Urgent'.