> ## Documentation Index
> Fetch the complete documentation index at: https://prismeai-legacy.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Support

> How to reach Prisme.ai support and get help with your issues

<Frame>
  <img src="https://mintcdn.com/prismeai-legacy/jdOgS9ouJy0zTcFo/images/hero-light.png?fit=max&auto=format&n=jdOgS9ouJy0zTcFo&q=85&s=19064df3d8343c3b19b3d4ed2318255a" alt="Troubleshooting Guide" width="800" height="450" data-path="images/hero-light.png" />
</Frame>

At Prisme.ai, we're committed to providing you with the assistance you need to be successful with our platform. This page outlines the various ways you can reach our support team, what information to include in your request, and what to expect after contacting us.

## Support Channels

<CardGroup cols="2">
  <Card title="Email Support" icon="envelope">
    Primary support channel for all customers

    * Email: [support@prisme.ai](mailto:support@prisme.ai)
    * Available 24/5 (Monday-Friday)
    * Recommended for non-urgent issues
  </Card>

  <Card title="Support Portal" icon="user-headset">
    Enterprise customers have access to our dedicated support portal

    * Ticket tracking
    * Knowledge base access
  </Card>

  <Card title="Emergency Support" icon="phone">
    For critical production issues (Enterprise plans only)

    * Available 24/7
    * Rapid response for system-down scenarios
    * Designated escalation contacts
  </Card>

  <Card title="Community Forums" icon="users">
    Peer support and knowledge sharing

    * Public discussion boards
    * User-contributed solutions
    * Moderated by Prisme.ai experts
  </Card>
</CardGroup>

## Support Hours and Response Times

Our support team operates on the following schedule:

| Support Channel   | Hours of Operation             | Typical Response Time      |
| ----------------- | ------------------------------ | -------------------------- |
| Email Support     | Monday-Friday, 9 AM - 6 PM CET | 24 hours                   |
| Support Portal    | Monday-Friday, 9 AM - 6 PM CET | Based on severity and plan |
| Emergency Support | 24/7/365                       | 2 hours                    |
| Community Forums  | Community-driven               | Varies                     |

### Response Time by Issue Severity and Plan

<Tabs>
  <Tab title="Standard Plan">
    * **Critical**: 24 hours (business days)
    * **High**: 48 hours (business days)
    * **Medium**: 72 hours (business days)
    * **Low**: 96 hours (business days)
  </Tab>

  <Tab title="Professional Plan">
    * **Critical**: 12 hours (business days)
    * **High**: 24 hours (business days)
    * **Medium**: 48 hours (business days)
    * **Low**: 72 hours (business days)
  </Tab>

  <Tab title="Enterprise Plan">
    * **Critical**: 2 hours (24/7)
    * **High**: 8 hours (business days)
    * **Medium**: 24 hours (business days)
    * **Low**: 48 hours (business days)
  </Tab>
</Tabs>

## How to Submit an Effective Support Request

To help us resolve your issue quickly, please include the following information in your support request:

<Steps>
  <Step title="Describe the Issue">
    Provide a clear, concise description of the problem you're experiencing. Include:

    * What you were trying to do
    * What happened instead
    * When the issue started occurring
    * Whether it happens consistently or intermittently
  </Step>

  <Step title="Include Error Messages">
    Copy and paste the exact error message(s) you're seeing. If possible, include:

    * Error codes
    * Stack traces
    * Alert messages
    * Console errors (for browser issues)
  </Step>

  <Step title="Provide Environment Details">
    Specify your environment information:

    * Deployment type (SaaS or self-hosted)
    * Browser and version (for UI issues)
    * Operating system
    * Mobile device type (if applicable)
    * Network configuration (if relevant)
  </Step>

  <Step title="Add Screenshots or Videos">
    Visual information can be extremely helpful. Include:

    * Screenshots showing the issue
    * Screen recordings demonstrating the problem
    * Console outputs
    * Log excerpts
  </Step>

  <Step title="List Reproduction Steps">
    Provide step-by-step instructions to reproduce the issue:

    1. Detail the exact path you took
    2. Include any specific data or inputs used
    3. Note any relevant configuration settings
  </Step>

  <Step title="Specify Impact and Urgency">
    Help us prioritize by explaining:

    * How this issue impacts your operations
    * Number of users affected
    * Whether it blocks critical work
    * Any upcoming deadlines
  </Step>
</Steps>

### Example of a Good Support Request

```
Subject: Error when uploading documents to AI Knowledge project

Description:
When uploading PDF documents larger than 10MB to our "Customer Support" AI Knowledge project, the upload appears to complete successfully, but the documents remain in "Processing" status indefinitely.

Error Message:
No explicit error is shown, but in the browser console I see:
"Error: Request entity too large" with status code 413.

Environment:
- Prisme.ai SaaS (not self-hosted)
- Chrome 120.0.6099.109
- Windows 11
- Corporate network with proxy

Reproduction Steps:
1. Log in to Prisme.ai
2. Navigate to AI Knowledge > Projects > Customer Support
3. Click "Add Document"
4. Select a PDF file larger than 10MB
5. Click "Upload"
6. Document appears in the list with "Processing" status
7. Wait 30+ minutes, status never changes

Impact:
This is blocking our team from uploading our product manuals, which are typically 15-20MB. We need to complete this by Friday for an upcoming product launch.

Screenshots:
[attached]

Additional Information:
Smaller PDFs (under 10MB) upload and process normally. This issue started occurring yesterday. We've tried from different computers with the same result.
```

## What Happens After You Contact Support

Here's what to expect after submitting your support request:

1. **Acknowledgment**: You'll receive an automated confirmation that your request has been received.
2. **Triage and Assignment**: Your case will be reviewed, categorized by severity, and assigned to an appropriate support specialist.
3. **Initial Response**: A support representative will contact you within the time frame specified for your plan and issue severity.
4. **Investigation**: The support team will work to diagnose and resolve your issue, which may involve:
   * Requesting additional information
   * Remote troubleshooting sessions
   * Consultation with product specialists
   * Reproducing the issue in test environments
5. **Resolution and Follow-up**: Once resolved, we'll provide a solution and explanation, and follow up to ensure it addresses your needs completely.
6. **Case Closure**: After confirming the issue is resolved, the case will be closed. You can always reopen it if needed.

## Escalation Process

If you're not satisfied with the progress of your support case, you can escalate using these channels:

<Steps>
  <Step title="Request Case Escalation">
    Within your support ticket, explicitly request an escalation and provide the reason.
  </Step>

  <Step title="Contact Support Management">
    Enterprise customers can contact their assigned Customer Success Manager.
  </Step>

  <Step title="Executive Escalation">
    For critical business-impacting issues that remain unresolved, Enterprise customers can use the executive escalation contact provided in their service agreement.
  </Step>
</Steps>

## Additional Support Resources

<CardGroup cols="2">
  <Card title="Documentation" icon="book" href="https://docs.prisme.ai">
    Comprehensive guides, tutorials, and reference materials
  </Card>

  <Card title="Training" icon="graduation-cap" href="/resources/support/training">
    Formal training programs to enhance your skills
  </Card>

  <Card title="FAQ" icon="circle-question" href="/resources/support/faq">
    Answers to frequently asked questions
  </Card>

  <Card title="Common Issues" icon="bug" href="/resources/support/common-issues">
    Solutions to commonly encountered problems
  </Card>
</CardGroup>

## Feedback on Support Experience

We continuously strive to improve our support services. After your case is resolved, you'll receive a brief survey about your support experience. Your feedback is invaluable in helping us enhance our support processes and better serve our customers.

If you have suggestions for improving our support offerings, please email [hello@prisme.ai](mailto:hello@prisme.ai) with your ideas.