Last updated: 24th of July 2026

1. Scope

This Support Policy describes the standard support available for Prime AI Services.

It applies only where it is incorporated into the applicable Terms of Service, Service Agreement, Order Form or other agreement between Prime AI and the customer.

Where a separately signed agreement specifies different support arrangements, that agreement takes precedence.

 

2. Persistent Device ID API self-service support

Customers with an active paid self-service subscription to the Prime AI Persistent Device ID and Risk Signals API receive standard email support.

Standard support includes reasonable assistance with:

• accessing the Service;

• API credentials;

• interpretation of the Documentation;

• general integration questions;

• suspected errors in the Service;

• unexpected API responses; and

• general operation of the subscribed Plan.

Support requests should be sent to: [email protected]

 

3. Standard support hours

Standard support is ordinarily provided during Prime AI’s normal UK business hours:

Monday to Friday, 9:00 a.m. to 5:00 p.m. UK time, excluding public holidays in England.

Prime AI may respond outside these hours but is not contractually required to do so.

 

4. Response times

Self-service subscriptions do not include guaranteed:

• initial response times;

• resolution times;

• update frequencies;

• 24-hour support;

• dedicated support personnel; or

• emergency response commitments.

Prime AI will use commercially reasonable efforts to review and respond to support requests.

Any guaranteed response or resolution target applies only where expressly included in an Order Form or separately signed agreement.

 

5. Information required from customers

Customers should provide enough information for Prime AI to understand and investigate the issue, including where relevant:

• customer or company name;

• affected domain or application;

• approximate date and time of the issue;

• relevant API request or event identifier;

• expected behaviour;

• actual behaviour;

• error messages;

• relevant logs;

• steps required to reproduce the issue; and

• the business impact.

Customers should not send:

• passwords;

• secret API credentials;

• complete payment-card information;

• unnecessary Personal Data; or

• confidential information unrelated to the support request.

Prime AI may request additional information before continuing an investigation.

 

6. Support exclusions

Standard self-service support does not include:

• custom implementation work;

• development of customer code;

• logging into or modifying customer systems;

• debugging third-party applications;

• configuring third-party fraud, payment or analytics systems;

• integration with undocumented or unsupported systems;

• custom reports;

• product training;

• legal or regulatory advice;

• privacy compliance assessments;

• custom security reviews;

• penetration testing;

• support for modified Prime AI code;

• support for unauthorised integrations;

• recovery of customer-controlled data;

• support in languages other than English; or

• consultancy or professional services.

Prime AI may offer additional assistance under a separate quotation or agreement.

 

7. Customer responsibilities

The customer is responsible for:

• following the Documentation;

• maintaining its own systems and integration;

• protecting API credentials;

• testing its implementation;

• maintaining appropriate logs;

• ensuring that its systems meet published technical requirements;

• applying its own risk rules and thresholds;

• investigating customer-specific decisions; and

• maintaining appropriate backup and recovery procedures.

Prime AI is not responsible for problems caused by:

• customer code;

• incorrect configuration;

• unsupported modifications;

• third-party systems;

• internet or network failures;

• compromised credentials;

• browser or operating-system changes;

• use outside the subscribed Plan; or

• failure to follow the Documentation.

8. Sandbox support

Sandbox, trial and free access does not include guaranteed support.

Prime AI may provide reasonable assistance with:

• account access;

• initial API credentials;

• Documentation; and

• reporting suspected technical errors.

Prime AI may prioritise paid production customers over Sandbox requests.

 

9. Enterprise support

Support for Prime AI enterprise Services, including sizing, Visual Search, Virtual Try-On, AI Photoshoot, custom AI services and enterprise Persistent Device ID deployments, is governed by the applicable signed agreement or Order Form.

Enterprise arrangements may include separately agreed:

• support hours;

• priority levels;

• response targets;

• escalation procedures;

• dedicated contacts;

• service levels;

• implementation services; and

• maintenance arrangements.

No enterprise support commitment applies unless expressly agreed in writing.

 

10. Security incidents and urgent issues

Suspected compromise of API credentials or unauthorised Account access should be reported promptly to:

[email protected] 

The report should contain sufficient information to identify the affected Account, but should not include the compromised secret itself.

Where there is an immediate threat to life, safety or property, the appropriate emergency services should be contacted first.

 

11. Changes to this Support Policy

Prime AI may update this Support Policy to reflect:

• changes to the Services;

• changes to support processes;

• operational requirements;

• security developments; or

• changes in applicable law.

Prime AI will publish the current version and last-updated date on this page.

A material reduction in support expressly included in an active paid Order Form will not apply during the relevant paid term unless:

• the customer agrees;

• an equivalent alternative is provided; or

• the change is reasonably required by law or security circumstances.

12. Contact

Prime AI Limited

Oakwood Lodge
Thornden Wood Road
Herne Bay
CT6 7NX
United Kingdom

Company number: 11599467

Support: [email protected]