Troubleshooting Guide
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

Email Support

Primary support channel for all customers
  • Email: support@prisme.ai
  • Available 24/5 (Monday-Friday)
  • Recommended for non-urgent issues

Support Portal

Enterprise customers have access to our dedicated support portal
  • Ticket tracking
  • Knowledge base access

Emergency Support

For critical production issues (Enterprise plans only)
  • Available 24/7
  • Rapid response for system-down scenarios
  • Designated escalation contacts

Community Forums

Peer support and knowledge sharing
  • Public discussion boards
  • User-contributed solutions
  • Moderated by Prisme.ai experts

​
Support Hours and Response Times

Our support team operates on the following schedule:
Support ChannelHours of OperationTypical Response Time
Email SupportMonday-Friday, 9 AM - 6 PM CET24 hours
Support PortalMonday-Friday, 9 AM - 6 PM CETBased on severity and plan
Emergency Support24/7/3652 hours
Community ForumsCommunity-drivenVaries

​
Response Time by Issue Severity and Plan

  • Critical: 24 hours (business days)
  • High: 48 hours (business days)
  • Medium: 72 hours (business days)
  • Low: 96 hours (business days)

​
How to Submit an Effective Support Request

To help us resolve your issue quickly, please include the following information in your support request:
1

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
2

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)
3

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)
4

Add Screenshots or Videos

Visual information can be extremely helpful. Include:
  • Screenshots showing the issue
  • Screen recordings demonstrating the problem
  • Console outputs
  • Log excerpts
5

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
6

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

​
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:
1

Request Case Escalation

Within your support ticket, explicitly request an escalation and provide the reason.
2

Contact Support Management

Enterprise customers can contact their assigned Customer Success Manager.
3

Executive Escalation

For critical business-impacting issues that remain unresolved, Enterprise customers can use the executive escalation contact provided in their service agreement.

​
Additional Support Resources

Documentation

Comprehensive guides, tutorials, and reference materials

Training

Formal training programs to enhance your skills

FAQ

Answers to frequently asked questions

Common Issues

Solutions to commonly encountered problems

​
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 with your ideas.