Contact support

Prismara is delivered as a managed service, so your support comes from SovSec — or from your managed service provider if a partner looks after your organisation. The service desk works in German and English during Austrian business hours. See How Prismara is delivered.

Channel	Use it for	Address
Support portal	All support requests. You can track progress and reply in one place.	support.prismara.eu
Email	When you can’t reach the portal. Your email creates a ticket.	support@sovsec.com

To report a security vulnerability in Prismara, don’t use support. See Report a security vulnerability.

A complete ticket gets a faster answer. Include:

• Which product — for example Prismara Desk or Prismara SOC.
• What you were trying to do, and the steps you took.
• What happened, including the exact text of any error message.
• When it happened, with the date, time and your time zone.
• Who is affected — just you, a team, or everyone.
• Your browser and operating system, for sign-in or display problems.
• Screenshots, with any personal or confidential details blurred.
• Reference numbers, such as a ticket, incident, quote or invoice number.

Also avoid sending:

• Personal data that we don’t need to fix the problem, such as full customer lists.
• Full mailbox exports or large data dumps. If we need logs, we will tell you which ones and how to share them.

• System requirements
• Troubleshoot sign-in and access
• Report a security vulnerability
• How Prismara is delivered