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Out-of-Hours Survival Kit
Essential tips for handling platform emergencies and support after hours in the gas industry. Stay informed and troubleshoot effectively with our resources.
For those of us working in the gas industry, we know that the world doesn’t stop when the clock strikes midnight. While the rest of the world sleeps, gas keeps flowing through the system and into homes across the globe.
And that’s why it’s essential that our platform keeps running smoothly 24/7. Auctions and transactions continue uninterrupted, ensuring our service is available when you need it the most.
But what happens if you run into an issue with the platform in the middle of the night? Don’t worry – we’ve got you covered! Here’s your out-of-hours (OOH) survival kit, detailing everything you need to know if you need help after hours.
When is ‘OOH’?
Our Customer Success team is available Monday to Friday, from 8:30 a.m. to 6:30 p.m. But what happens when you need support outside of those hours?
While our team is on-call after hours, we reserve this service for emergencies or login issues that can’t be resolved with a simple workaround. We’re here to help, no matter the time, but let’s take a look at what qualifies as an emergency!
What’s an Emergency?
We all have different definitions of an emergency, but at PRISMA, we consider it an urgent situation where our service is significantly interrupted. This could include something like being unable to place bids during an open auction or the platform being completely inaccessible.
While we’re happy to address general questions (like how certain platform settings work), those can wait until office hours.
Why Shouldn’t You Contact Us OOH for a Non-Emergency?
We love helping our users, no matter the time of day, but it’s important to reserve out-of-hours support for real emergencies. For example, if you call in the middle of the night to ask about how the secondary market works, we’ll be happy to help you during regular hours – but calling OOH could prevent someone with an actual emergency from reaching us.
How Will You Know if There’s Actually a Problem with the Platform?
Not every issue is immediately obvious. You may find yourself unsure if a situation qualifies as an emergency. So, how do you know?
If there’s a critical issue, we post Urgent Market Messages (UMM) on the platform, which provide timely updates about significant incidents. You can even subscribe to our RSS feed to receive these messages in your preferred reader, so you don’t need to log in to the platform just to stay informed.
What Resources Are Available for Self-Troubleshooting?
Before reaching out, we encourage you to explore our dedicated support portal. It contains comprehensive troubleshooting guides to help you resolve most issues you may encounter on the platform.
And, as always, we value your feedback! If you find that any of our resources aren’t helpful or need improvement, let us know. Your input helps us continue to improve and tailor our support to better meet your needs.
Access our Support Portal and check out our troubleshooting articles here.
