If you need to reach the team at Patch Prisma, email hello@patchprisma.com. We handle all inquiries through that address to keep responses timely and organized.
How we respond
Our team checks email Monday–Friday, 9:00–17:00 Eastern Time (ET). Typical response times:
- General questions: within 48 hours.
- Support requests and bug reports: within 24–48 hours; urgent issues get priority handling.
- Partnerships, press, and business inquiries: within 3–5 business days, depending on complexity and required stakeholders.
- Security and vulnerability reports: acknowledged within 24 hours and triaged immediately.
If you haven’t heard back within the windows above, please resend your message with the original subject line and a short “follow-up” note—sometimes mail filters or routing delays occur.
What to include
To help us respond faster, include clear details in your message. Use one of these subject-line templates when appropriate:
- Support: “Support — [brief description] — Account/email”
- Bug: “Bug — [feature/page] — Steps to reproduce”
- Partnership: “Partnership — [company name] — [short summary]”
- Press: “Press — [publication] — [deadline if any]”
- Security: “Security — Vulnerability report — [severity/summary]”
Helpful details to include in the body of your email:
- Account or subscription email (if applicable)
- A concise description of the issue or request
- Steps to reproduce a bug, with screenshots or console logs when possible
- Desired outcomes or questions you want answered
- Relevant links (app pages, screenshots hosted online, or ticket IDs)
What we handle
We welcome inquiries about:
- Product support and troubleshooting
- Bug reports and feature requests
- Partnership opportunities and integrations
- Press, interviews, and speaking requests
- Billing and account management
- Accessibility feedback and accommodation requests
- Security disclosures and vulnerability coordination
If your request is unrelated to Patch Prisma (for example, account issues with third-party services), we’ll do our best to point you to the right contact, but we may not be able to resolve those problems directly.
Security reports
For responsible disclosure of security issues, email hello@patchprisma.com with “Security — Vulnerability report” in the subject line. Include a clear description, reproduction steps, impact assessment, and any proof-of-concept code or logs. We commit to acknowledging reports quickly and coordinating remediation before public disclosure.
Privacy and confidentiality
We treat your information with care. Emails and attachments are handled according to our privacy practices; if you need a non-disclosure or other legal arrangement before sharing sensitive details, state that in your message and we will respond promptly.
If you prefer, include a brief sign-off with your name, role, and organization—this helps route your message to the right specialist on the Patch Prisma team. We look forward to hearing from you and helping however we can.