At Trustless Engineering Co., we're committed to providing excellent support for all PRISM users. Whether you're encountering issues, have questions about features, or need guidance on using the platform, we're here to help. Here's how you can reach out to our support team:
Using Intercom on Our Website
The fastest and most convenient way to get support is through our Intercom chat feature:
Visit our website at PRISM
Look for the robot icon located in the bottom right corner of the page
Click on the icon to open the chat window
Describe your issue or question in detail reference the details below for guidance on what to add.
Our support team monitors this channel regularly, ensuring quick responses to your queries.
Email Support
If you prefer email communication or need to provide more detailed information, you can reach our support team at: [email protected]
When emailing, please include as much relevant information as possible to help us address your issue efficiently.
What to Include in Your Support Ticket
To help us resolve your issue quickly, please provide the following information:
Your full name and email address associated with your PRISM account
A clear, concise description of the issue or question
Any error messages you've encountered (copy and paste the exact text if possible)
Steps to reproduce the issue (if applicable)
Screenshots or screen recordings, if they help illustrate the problem
The browser and operating system you're using
Types of Support We Offer
Our support team is equipped to assist with a wide range of topics, including:
Account-related issues
Questions about PRISM Explorer features
Data querying assistance
Troubleshooting technical problems
Guidance on using PRISM AI
Information about custom analytics models
Billing and subscription inquiries
Tagging and Categorizing Support Tickets
To improve our support process, we categorize and tag support tickets. This helps us prioritize issues and identify trends. Common tags include:
Bug Report
Feature Request
Account Issue
Data Query Help
NFT Holder Support
If submitting a bug report, please provide as much detail as possible to help our engineering team investigate and resolve the issue quickly.
Response Time
We strive to respond to all support tickets as quickly as possible. Typically, you can expect an initial response within 24 hours.
NFT Holder Priority Support
If you're a holder of a Decentralized Generation NFT, please mention this in your support ticket. NFT holders can access a dedicated support channel and may receive prioritized assistance. We appreciate your patience and understanding as we work to resolve your issues. Your feedback and questions help us assist you and contribute to the continuous improvement of PRISM for all users. Thank you for being a valued member of the PRISM community. We're committed to ensuring you have the best possible experience with our platform.
Enterprise Support
For our enterprise customers, we offer additional support options to meet the unique needs of larger organizations.