Support
A human who knows the system.
Support is engineers-adjacent by design — the people answering can read the audit trail, not just a macro library. Here's how to reach us and what to expect.
Channels
Where to go.
Email — all customers
contact@newpeakautomation.com · The fastest route for anything: include your organization name, what you expected, what happened instead, and roughly when. Screenshots welcome.In-product — where context lives
Peak Command can explain most 'what happened here?' questions directly, with the record open — often faster than writing to us.Status — before you ask
If something feels broken platform-wide, the status page is the first place we say so.
Expectations
Response, honestly stated.
Starter & Growth
Email support with responses typically within one business day — usually much faster.Pro
Priority handling; business-hours issues typically answered within hours.Max
Dedicated support with a named contact who already knows your setup.Anything urgent & platform-wide
Jumps every queue regardless of tier. Say 'urgent' and mean it; we do the same.
Something's off?
Write to us with the details — we'd rather fix than triage.