Support Policy

This description of Prime AI’s support services applies to customers who subscribe to Visual Search services. The changes are not retroactive. If you are an existing customer as of that date, a description of your support service may be found at the bottom of this page.

Effective date: 19th of January 2024.

Normal Support Hours - standard business hours excluding holidays

Our standard support team works standard business hours (9:00 AM - 5:00 PM) Monday - Friday GMT. We will endeavour to match you with a support agent in the same time zone as yours when possible.

Support Includes

  • Assistance with interpretation of Documentation.
  • Incident Support -- identifying and creating bug reports for Prime AI’s Visual Search, Web Dashboard, API clients.
  • Assistance with Prime AI’s Services related questions, including search results relevance.

Support Does Not Include

  • Beta, end of life cycle of Services including end of life of third party platforms
  • Customised versions of Prime AI’s code (customised = original code has been modified)
  • General implementation guidance on Starter Plan
  • Third-party plugins or applications (other than other Prime AI’s apps)
  • Product training
  • Support in languages other than English
  • Signing into your website or integration for troubleshooting or debugging
  • Any modified or bespoke version of Prime AI code not supplied by Prime AI is formally forbidden. It will not be supported and will not be allowed.

If you require support that are not included above, contact Prime AI sales team to learn about the offerings.

Response times

Prime AI will respond to errors in the hosted Visual Search services according to the schedule indicated below:

  • Initial Response within 8 hours.
  • Minimum frequency of updates of the reported issues - weekly.

In the Initial Repose, Prime AI will confirm that the support request was received and what action is being taken.