API Availability
PIK targets 99.9% API uptime for all production endpoints. This excludes scheduled maintenance windows which are communicated in advance.Planned Maintenance
Planned maintenance that affects API availability is communicated at least 24 hours in advance via:- Email notification to registered platform operators
Support Tiers
| Support Tier | Channel | Response Time |
|---|---|---|
| General enquiries | hi@pik.global | Within 1 business day |
| Technical issues | hi@pik.global (subject: “Technical”) | Within 4 business hours |
| Payment disputes or urgent issues | hi@pik.global (subject: “Urgent”) | Within 2 business hours |
| Enterprise / Platform operators | Dedicated account manager | Per agreement |
How to Contact Support
Email: hi@pik.global When contacting support, include:- Your PIK account ID or merchant name
- The payment_id, payout_id, or conversion_id if your query relates to a specific transaction
- A clear description of the issue and what you expected to happen
- Any relevant timestamps