4. Intro to Support

Knowing where to turn for help — and how that changes as you move from implementation to going live — keeps your team unblocked at every stage.

During implementation

While you're building, your Implementation Team is your primary point of contact. They run your project, answer configuration questions, and guide you through your requirements and timeline. Lean on them for anything project-specific as you stand up your catalog, journeys, and integrations.

After you go live

Once your implementation is complete and you're live on the platform, we formally transition you from the Implementation Team to our Support Team. You'll be introduced to the people who become your primary contact for day-to-day questions and ongoing help with product features and functionality as new needs arise.

Getting help in the app

Day to day, the fastest way to reach us is in-app Support, available right inside PeakCommerce. Use it to ask a question or report an issue without leaving your work — your message reaches our support team, and you can pick the conversation back up from the same place.

Who and when: your admin is invited to our Support community around the time your project kicks off. Register promptly — the invitation link expires, and registering early means your team has the channel ready the moment a question comes up.

Gotcha: don't wait until you're stuck to set up access. Confirm your admin has accepted the Support invite during kickoff so nothing is blocked later.

That completes Project Prep. From here, head into What is PeakCommerce? and the rest of Getting Started to begin configuring your platform.