Purpose
This document outlines the standard operating procedure for Channel Partners reaching out to Prahsys Support.
Scope
This procedure applies to all support requests from Channel Partners.
Procedure
Step 1: Gather Information
Please have the following information ready:
Merchant ID - The unique identifier of the merchant effected (not required if issue is related to Channel Partner account).
Issue - A description of the issue including any attempted solutions and steps to reproduce.
Step 2: Initiate Support Request
Prahsys Support may be contacted directly via several different methods. All methods will allow Channel Partners to be prioritized for quick response times.
Contact Method: Phone
Call: +1 (833) 222-6834
Availability: 6am - 6pm, 6 days a week
Contact Method: Chat
Visit: help.prahsys.com → Chat Bubble on Bottom Right
Availability: 24/7 for AI Agent, 6am - 6pm, 6 days a week for Support Agent
Contact Method: Email
Email Address: [email protected]
Availability: 24/7
If Using Email Support
If Using Email Support
Use the following format when submitting support requests:
Subject Line: Support Request - [Channel Partner Name]
Email Body:
Merchant ID: [Insert Merchant ID]
Issue Description: [Description of issue, include any attempted steps to resolve and steps to reproduce issue]
Additional Notes: [Any relevant context or special instructions]
Step 3: Confirmation
After submitting the request, Prahsys Support will:
Acknowledge receipt of the support request
Request additional information if needed
Provide a timeline for an expected resolution
Important Notes
Always double-check the Merchant ID before submitting
Ensure all issue descriptions are as clear as possible, length is not an issue
Include any supporting documentation (screenshots) if possible
For urgent updates, include "URGENT" in the subject line
Contact Information
Prahsys Support Team
Email: [email protected]
Phone: +1 (833) 222-6834
Website: help.prahsys.com