How to Get Support Outside Office Hours?
Overview
PRISMA runs around the clock: auctions and transactions continue at night, at weekends and on public holidays. The PRISMA Customer Success team answers questions during office hours, and an on-call service covers emergencies outside them.
This article explains when Customer Success is available, which problems count as an emergency outside office hours, and what to check before you get in touch.
Office Hours and Out-of-Hours Support
| Period | When | What Customer Success handles |
|---|---|---|
| Office hours | Monday to Friday, 9:00 AM to 6:00 PM Central European Time (CET), or Central European Summer Time (CEST) in summer. Public holidays in Leipzig, Germany, are not office hours. | All questions and problems. |
| Out of hours | Evenings, nights, weekends and public holidays in Leipzig | Emergencies only, including login problems, bidding problems during an open auction or an inaccessible PRISMA platform. |
To contact Customer Success during office hours, email helpdesk@prisma-capacity.eu or call +49 341 22 22 92 00. For an emergency outside office hours, call the same number to reach the on-call service.
What Counts as an Emergency
PRISMA treats a problem as an emergency when it significantly interrupts the service. Examples include:
- You can't place bids during an open auction.
- The PRISMA platform is completely inaccessible.
- You can't log in, and no workaround solves the problem.
General questions, for example how a platform setting works or how the secondary market works, are not emergencies. Send them during office hours instead: the on-call service then stays free for users who can't bid or log in.
Once an auction has closed, PRISMA can no longer change its outcome, including the bids placed and the capacity allocated. If a problem prevents you from bidding, contact Customer Success while the auction is still open, even outside office hours.
Before You Get in Touch
When something doesn't work, check first whether PRISMA already knows about the problem. To check for a known incident, do as follows:
- Click Market Messages, then click Urgent Market Messages. PRISMA publishes an Urgent Market Message (UMM) for every significant incident, with updates as it progresses.
- If you can't log in, open the public Urgent Market Messages page on the PRISMA website instead.
- Search the PRISMA Support Portal for a troubleshooting article on your problem.
If a UMM already describes your problem, you don't need to report it: follow the UMM for updates.
To receive new UMMs without logging in, subscribe to the UMM Really Simple Syndication (RSS) feed. For further information, please consult: Inside Information Platform (IIP) - How to Subscribe to PRISMA's RSS Feed?