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Pickle provides structured, proactive support designed to resolve issues efficiently while minimising disruption to your services.
This article explains:
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How support requests are handled
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What information we need to help you faster
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How issues are prioritised
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When and how escalation occurs
How to Contact Pickle Support
You can contact Pickle via:
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Live chat
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Email
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Help Centre requests
Each request is logged and tracked to resolution.
How Support Requests Are Handled
All requests follow the same structured flow:
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Triage – identify the service and issue
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Information gathering – confirm required details
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Troubleshooting or action
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Resolution or escalation (if required)
This ensures issues are handled consistently and correctly.
Information We May Request
To resolve issues efficiently, we may ask for:
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Account number
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Service or site address
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Device or equipment details
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Time the issue occurred
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Screenshots or test results
Providing this upfront helps reduce delays.
When Issues Are Escalated
Escalation occurs only when:
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Triage is complete
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A specialist review is required
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The issue cannot be resolved via standard troubleshooting
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A safety-critical service is affected