📄 Support Policies | Pickle Help Centre

📘 How Pickle Support Works

Article content Pickle provides structured, proactive support designed to resolve issues efficiently while minimising disruption to your services. This article explains: - How support requests are handled - What information we need to help you faster - How issues are prioritised - When and how escalation occurs How to Contact Pickle Support You can contact Pickle via: - Live chat - Email - Help Centre requests Each request is logged and tracked to resolution. How Support Requests Are Handled All requests follow the same structured flow: 1. Triage – identify the service and issue 2. Information gathering – confirm required details 3. Troubleshooting or action 4. 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: - Account number - Service or site address - Device or equipment details - Time the issue occurred - Screenshots or test results Providing this upfront helps reduce delays. When Issues Are Escalated Escalation occurs only when: - Triage is complete - A specialist review is required - The issue cannot be resolved via standard troubleshooting - A safety-critical service is affected

Last updated on Feb 06, 2026

🕒 Support Hours & Availability

Article content Pickle provides structured support during standard business hours, with special handling for critical services. Standard Support Hours Support is available during standard business hours on business days. Requests submitted outside these hours are logged automatically and queued for review. After-Hours Handling After-hours requests: - Are logged and tracked - May receive automated triage guidance - Are actioned during the next business period unless critical Critical & Safety-Related Services Some services (such as Emergency Lift Phones) are treated as safety-critical. Issues affecting these services are prioritised regardless of time due to compliance and safety requirements.

Last updated on Feb 06, 2026

🎯 Priority Levels & Response Targets

Article content Pickle assigns priority based on impact, not urgency alone. Priority Levels Critical - Safety or compliance risk - Total service outage - Emergency services affected High - Major business impact - Core service unavailable Medium - Partial service degradation - Workarounds available Low - General enquiries - Change requests - Informational questions How Priority Is Determined Priority is assessed using: - Service type - Number of users affected - Business or safety impact - Availability of workarounds Response Targets Response targets are guidelines, not guarantees, and may vary depending on complexity and third-party dependencies.

Last updated on Feb 06, 2026

📋 What Pickle Supports (Scope of Support)

Article content Pickle supports the services we provide and manage. Supported by Pickle - Business Internet services - Cloud PBX and inbound numbers - Mobile services supplied by Pickle - Emergency Lift Phone connectivity - Managed IT services (where contracted) Configuration & Guidance We provide: - Service configuration - Fault diagnosis - Best-practice guidance Third-Party Dependencies Some issues may involve: - Carriers - Building infrastructure - Power providers - Customer-managed networks In these cases, Pickle will coordinate where possible but cannot control third-party resolution times.

Last updated on Feb 06, 2026

🔁 Change Requests & Service Modifications

Article content Many customer requests are changes, not faults. Common Change Requests - Call routing updates - IVR changes - Number additions - User or extension changes - Configuration updates How Changes Are Handled - Logged as a request - Reviewed for impact - Scheduled and implemented - Tested before completion Some changes may incur charges depending on complexity.

Last updated on Feb 06, 2026

👤 Customer Responsibilities

Article content Reliable service depends on shared responsibility. Customer Responsibilities Include - Maintaining internet connectivity - Ensuring power to devices - Keeping contact details up to date - Providing accurate information - Performing required compliance checks (e.g. lift phones) Why This Matters Missing or incorrect information can: - Delay fault resolution - Prevent escalation - Affect compliance outcomes

Last updated on Feb 06, 2026

🚫 What Pickle Does Not Support

Article content To avoid confusion, it’s important to understand support boundaries. Not Supported - Customer-owned internal cabling faults - Non-Pickle supplied hardware - Unsupported software or devices - Electrical or building infrastructure issues - Third-party systems not integrated with Pickle Best-Effort Assistance Where possible, Pickle may provide guidance, but resolution may require: - Your IT provider - A licensed electrician - A building contractor - A lift maintenance company

Last updated on Feb 06, 2026

⏫ Escalation Policy

Article content Escalation is a controlled process designed to resolve complex issues efficiently. When Escalation Occurs - Standard troubleshooting exhausted - Specialist intervention required - Safety or compliance risk identified - Third-party coordination required Before Escalation Pickle ensures: - Required information is collected - Initial diagnostics completed - Issue classification is accurate This avoids unnecessary delays.

Last updated on Feb 06, 2026

🛠️ Maintenance Windows & Planned Work

Article content Occasionally, planned maintenance is required to improve or secure services. Planned Maintenance - Scheduled during low-impact periods where possible - Notified in advance - Monitored closely Impact During maintenance: - Some services may be briefly unavailable - Redundancy may apply where configured

Last updated on Feb 06, 2026

⚖️ Fair Use & Acceptable Use Policy (Summary)

Article content Pickle services must be used responsibly and lawfully. Acceptable Use Customers must not: - Abuse network resources - Use services for unlawful activity - Interfere with other users - Circumvent security controls Why This Exists These rules protect: - Network stability - Service quality - Compliance obligations

Last updated on Feb 06, 2026