> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pik.global/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Levels & Support

> PIK's API uptime commitment, maintenance windows, incident communication, and support response times.

### 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

Maintenance is typically scheduled outside of AEST business hours to minimise impact.

### Support Tiers

| Support Tier                      | Channel                                                      | Response Time           |
| :-------------------------------- | :----------------------------------------------------------- | :---------------------- |
| General enquiries                 | [hi@pik.global](mailto:hi@pik.global)                        | Within 1 business day   |
| Technical issues                  | [hi@pik.global](mailto:hi@pik.global) (subject: "Technical") | Within 4 business hours |
| Payment disputes or urgent issues | [hi@pik.global](mailto: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](mailto: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