Prodoscore offers multiple support channels to help you quickly.
Support Channels
In-App Chat (Recommended for Quick Questions)
Accessible from within the Prodoscore portal:
- Look for a chat or help icon (usually bottom right)
- Click to open a chat window
- Best for: Quick questions, immediate answers, live support during business hours
- Response time: Minutes to hours during business hours
Email: support@prodoscore.com
- For detailed questions, non-urgent issues, or when you need to provide logs/screenshots
- Include your workspace URL and a clear description of the issue
- Response time: 4-24 hours depending on severity
Phone/Video Call (For Complex Issues)
- Available for urgent or complex technical issues
- Request via in-app chat or email: "I need a phone call"
- Response time: 1-2 hours for urgent issues
- Best for: Installation troubleshooting, complex configurations, technical deep-dives
Information to Provide
When contacting support, include:
- Workspace URL/Name: e.g., acme.ag.prodoscore.com
- User Email: If the issue affects a specific user
- Operating System & Version: Windows 10, macOS 12, etc.
- What happened: Clear description of the issue and when it started
- What you expected: What should have happened instead
- Screenshots or logs: Visual evidence or error logs (see below for log locations)
Log Files for Troubleshooting
Windows Installation Log: Run installer with logging enabled, then attach: %TEMP%\\atinstall.log
Mac Installation Log: Check system logs or provide the terminal output from installation
Agent Process Logs: Contact support to request agent debug logs. These are typically not user-accessible.
Support Hours
In-App Chat: Business hours (varies by region, typically 8 AM - 6 PM EST M-F)
Email & Phone: Available during business hours, response to urgent issues extended
Critical Issues (Outages/Security): 24/7 emergency support line (contact your account manager for details)
SLA and Response Times
- Urgent (System Down): 1-2 hour response target
- High (Major Feature Broken): 4-hour response target
- Medium (Feature Issue): 8-24 hour response target
- Low (Question/Enhancement): 24-48 hour response target
