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API Availability

PIK targets 99.9% API uptime for all production endpoints. This excludes scheduled maintenance windows which are communicated in advance. For current API and service status, visit: status.pik.global

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Planned Maintenance

Planned maintenance that affects API availability is communicated at least 24 hours in advance via:
  • The PIK status page (status.pik.global)
  • Email notification to registered platform operators
Maintenance is typically scheduled outside of AEST business hours to minimise impact.

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Incident Communication

When an unplanned incident affects PIK services:
  1. Incident is posted on status.pik.global within 15 minutes of detection
  2. Updates are posted as the incident progresses
  3. Resolution and post-incident summary are published after the incident is resolved
Subscribe to status updates at status.pik.global to receive automatic email or SMS notifications.

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Support Tiers

Support TierChannelResponse Time
General enquirieshi@pik.globalWithin 1 business day
Technical issueshi@pik.global (subject: “Technical”)Within 4 business hours
Payment disputes or urgent issueshi@pik.global (subject: “Urgent”)Within 2 business hours
Enterprise / Platform operatorsDedicated account managerPer agreement

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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