Know every asset. Control every site. Scale your enterprise by making good decisions with confidence in your asset data.

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FREQUENTLY ASKED QUESTIONS (FAQ)

GENERAL QUESTIONS

  • You get full access to all Discover tier features. Set up your 2 sites, add up to 100 items, invite up to 5 users, and use the mobile app. No credit card required. At day 30, choose to subscribe or export your data.

  • Yes! Upgrade anytime with no data loss. Your sites, locations, items, users, and transaction history transfer seamlessly. Price difference is prorated for the current billing period.

  • System will alert you at 95 items. You can either remove unused items or upgrade to Illuminate or Transform. You cannot add the 101st item until you upgrade or remove items.

  • Yes, but you must first reduce to Discover limits (2 sites, 100 items, etc.). We provide a checklist and 30-day grace period to make changes. Transaction history is preserved.

  • Yes. You have 30 days after cancellation to export all data (items, transactions, locations, etc.) to CSV format. After 30 days, we'll delete your data (or immediately upon request).

SET UP AND CONFIGURATION

  • Most customers are operational within 1-2 days:

    • Account, sites, locations (2-4 hours)

    • Import items (2-6 hours)

    • Users  (1 hour)

    • Training and go-live

  • Discover tier is self-service by design. We provide video tutorials, documentation, and email support. For hands-on implementation help, consider Illuminate tier (includes onboarding call) or purchase professional services separately (starting at $500).

  • Yes, via CSV import. We provide a template and mapping tool. Most customers can import 500 items in under 2 hours. If you need assistance, our support team can guide you or you can purchase a data import service ($250).

  • Create custom items for anything not in the 25,000+ product catalog. You'll manually enter specifications, but it's quick for non-standard items. In Illuminate, AI matching improves custom item import.

TRANSACTIONS AND WORKFLOW

  • Simplicity. 85%+ of daily operations are receiving shipments or moving items around. For the remaining 15% (adjustments, cycle counts, etc.), workarounds exist or you can upgrade. Most Discover customers appreciate the simplicity Simplicity. 85%+ of daily operations are receiving shipments or moving items around. For the remaining 15% (adjustments, cycle counts, etc.), workarounds exist or you can upgrade. Most Discover customers appreciate the simplicity.

  • No. Transactions create an immutable audit trail and cannot be deleted. If you make an error, create a correcting transaction (e.g., transfer back). This ensures data integrity and accountability.

  • During a Transfer transaction, change the status to "Damaged." You can also transfer to a "Repair" location. This flags the item for attention and removes it from available inventory counts.

  • Yes. Create customer sites/locations within your 2-site limit, or use locations within Site 2 to represent customers. Transfer items to customer locations. This tracks what's deployed where.

SITES AND LOCATIONS

  • Yes. You have 50 locations in Site 2. Use 25 for techs (Tech-John, Tech-Sarah, etc.) and 25 for customer sites (Customer-ABC Corp, Customer-XYZ Inc, etc.). Organize however makes sense for your business.

  • Upgrade to Illuminate (5 sites). If budget constrained, consider if one of your current "sites" could become a location within another site. Example: "Headquarters" could be a location within "Main Warehouse" site.

  • Yes. You can move locations, rename them, and reorganize. However, items in those locations stay tracked correctly. Transaction history preserves the location name at the time of the transaction.

USERS AND SECURITY

  • Yes. First 10 users included in base price. Each additional user is $15/month. Example: 15 users = $179 + (5 × $15) = $254/month.

  • Yes, via site assignment. Users only see inventory and transactions for sites they're assigned to. For more granular permissions (location-level, department-level), upgrade to Illuminate.

  • Yes. Admins can change any user's role at any time. The change takes effect immediately upon their next login.

  • Deactivate their user account. Their transaction history is preserved (for audit trail), but they cannot log in. Reactivate if they return. There's no charge for deactivated users within your paid user account thresholds.

  • No. One account per user works on both web and mobile (and up to 3 devices per user). Same username and password everywhere.

INTEGRATIONS AND IMPORTS

  • Not in Discover tier (no integrations). You can export to CSV and import to QuickBooks manually. For automated sync, upgrade to Illuminate (1 integration included).

  • Yes, via CSV. Export data from your old system, map to our template, and import. We provide mapping guidance. For complex migrations, consider purchasing professional services.

  • Not in Discover tier. API access is available in Transform tier. For simple data exchange, use CSV import/export.

  • Not during initial import. Photos can be attached to transactions as they occur (3 per transaction). Bulk photo import is not supported in Discover.

BILLING AND SUBSCRIPTION

  • Credit card (Visa, MC, Amex, Discover) for monthly subscriptions. Annual subscriptions can also pay via ACH or check (with approved credit).

  • Monthly on the anniversary of your subscription start date. Example: Subscribe on Jan 15, billed on 15th of each month.

  • We'll email you 30 days, 15 days, and 7 days before. Update in your account settings. If payment fails, you have a 10-day grace period before account is suspended.

  • After 10-day grace period, account is suspended (read-only access). After 30 days, account is deactivated. After 60 days, data is deleted. You'll receive multiple notifications before each step.

  • We offer 1 free month (effectively) when you pay annually ($1,910/year vs $2,148 if paid monthly). We also offer nonprofit discounts (15% off) with proof of 501(c)(3) status.

  • No. Month-to-month subscriptions are cancel-anytime. Annual subscriptions are paid upfront for the year (non-refundable).

SUPPORT AND TRAINING

  • Support is available within the Prism solution by clicking the “Help” button. Responses are within a 48-hour response time. Knowledge base is available 24/7. Video tutorials for common tasks. Community forum for peer help.

  • Not included in Discover tier. We provide video tutorials and documentation. For live training, upgrade to Illuminate (includes onboarding call) or purchase training services ($150/hour).

  • Report via email. We'll acknowledge within 24 hours and provide a timeline. Critical bugs affecting data integrity are prioritized and typically fixed within 48 hours.

  • Yes! Submit via our feature request portal. We review quarterly and prioritize based on customer demand. No guarantee of implementation, but we listen to our users.

  • Not in Discover tier (email only). Phone support is available in Illuminate and Transform tiers.

GIVE IT A TRY

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No credit card, email only for 14-day trial