Example: customer care

A viewer says nothing will play

A support agent pastes the subscriber ID and asks what to tell the customer. Prisma answers in under a minute and writes the case up.

Support agent

A viewer says videos won't play on their phone. Subscriber 5e0a1c27-93d4-4f6b-b812-0c7a2f9e41b9. What happened, and what should I tell them?

Found 7 sessions in the last 30 daysAndroid app 5.2.0, Portugal, Meridian Fibre
5 failed, all with the same errorPlay-info request refused (HTTP 403) on Coastline Weekly, episode 14, Oct 19, 20:41 to 20:44 UTC
Compared with everyone who opened that episode1,212 of 1,268 viewers hit the same error (96%), in 41 countries
Checked the viewer's other sessions2 played on the same phone, app and network, with 0% rebuffering

Prisma

The episode is broken, not the viewer's setup. Retrying would not have helped. I wrote up the case, with what to tell the customer and who should fix it.

Customer care case

Playback failures for subscriber 5e0a1c27

Written by Prisma on Oct 27, 2026

Five play attempts failed on Oct 19 because one episode was broken. The viewer's other videos played normally.

Device: Android app 5.2.0
Network: Portugal, Meridian Fibre
Sessions: 7 in 30 days: 2 played, 5 failed
Error: Play-info request refused (HTTP 403)

Oct 3PlayedAnother title
Oct 195 failed attemptsCoastline Weekly
Oct 21PlayedAnother title
Oct 27Report dateNothing since Oct 21

Why it's the episode

The same error hit 1,212 of the episode's 1,268 viewers (96%). This viewer's other titles played on the same phone, app and network.

What to tell the customer

The episode you tried on October 19 had a fault on our side, which is why it would not start. Your phone and connection are working normally, and other videos play fine.

Follow-ups

Link this case to the open incident on Coastline Weekly, episode 14
Content operations: check the episode's publishing and entitlement settings
Confirm the episode plays before replying to the customer

Illustration with demo data. The viewer, title, network and figures are fictitious.

Why teams trust the answer

An answer you can forward

Every session, not a sample

Prisma reads the viewer's own sessions, so the answer is about them, not an average for their device or region.

Checked against everyone else

Before it blames a title, a device or a network, Prisma compares with every other viewer who hit it. Here, 96% of the episode's viewers failed, which rules out the customer's setup.

Ready to send

The report says what happened, what to tell the customer and who should fix it, with the evidence attached. Share the link or export it.

See Prisma in other cases

Prisma also finds root causes for playback teams, and writes the weekly reports ad and content teams ask for.

Prisma

Use ours

Prisma runs on the model you choose, under your own key.

Answers in plain language, with the sessions behind every figure
Joins sessions to your delivery logs

MCP

Or bring your own agent

Everything MediaMelon computes is exposed through our MCP server and APIs, so your own agents can ask the same questions.

The same session data Prisma works from
Real-time feeds as well

Ask what happened. Get the cause, the evidence and the report.