Support

We Are Here To Serve You

PrimeroEdge prides itself on responsive customer service. Customer calls are answered “live” (no queue) by a skilled PrimeroEdge Customer Care Representative. Customer Care usually resolves the situation over the phone, and if needed, access the computer remotely, view event logs and make corrections.  Issues are classified according to their nature and severity.  Prior to fielding support calls, PrimeroEdge Customer Care goes through a comprehensive training program.  Our Customer Care representatives come from a variety of backgrounds that include technology, nutrition and accounting.

Our mission statement,

“helping school nutrition professionals achieve excellence in their operations through innovative and trustworthy software solutions powered by passionate people”

is more than mere talk. PrimeroEdge’s Customer Service team will lead you through Kickstart, deliver preliminary and continuing training, and provide steady support via phone, email or web.

Toll-free support will be available from 6:00 AM – 6:00 PM, CST, Monday through Friday, except on the holidays listed below.

Observed Holidays

New Years Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Day

Our proposed approach to issue resolution is based on years of experience in project management and product support. Issues are classified and escalated according to the charts below.

How We Help

Proactive monitoring as it the forefront when it comes to PrimeroEdge software. Issues with data flow between schools? Our team can spot errors in real time and preemptively stop problems before they start.
On your Go-Live date, we provide constant support to assure your success with PrimeroEdge right from the start.
In case of a disaster, PrimeroEdge can be reinstalled and restored quickly immediately after servers and connectivity are available. Offsite backups can be brought back and the database restored with minimal loss of data.

Reach Us

Phone: 866-442-6030
Email: customercare@primeroedge.com

Issue Classification & Response Times

Priority

Description

Maximum Response Time

P1

Critical problem. System down, no workaround available. 4 hours

P2

Serious problem. System impaired no effective workaround available. 24 hours

P3

Serious problem. System degraded; acceptable workaround available. 3 days

P4

Minor problem. System functioning with limitations or undesirable behavior. 5 business days

R1

Request for development that is needed in less than six months. Open as it fits within the development lifecycle.

R2

Request for development that is needed that can wait six months or longer. Open as it fits within the development lifecycle.

Escalation Procedures

Priority

Escalation Protocol

P1

Customer Care team is notified upon entry of Priority 1 issue. If not responded to within 4 hours, Customer Care Manager is notified. If not responded to within 6 hours, issue is escalated to the Customer Engagement Director who may escalate internally to higher levels of support or to the Product Team.

P2

If the issue is not responded to within 24 hours, Customer Care Manager is notified. If not responded to within 36 hours, issue is escalated to the Customer Engagement Director who may escalate the issue internally to higher levels of support or to the Product Team.

P3

If the issue is not responded to within 3 business days, Customer Care Manager is notified. If not responded to within 4 business days, issue is escalated to the Customer Engagement Director who may escalate the issue internally to higher levels of support or to the Product Team.

P4

No automatic escalation.

R1

No automatic escalation.

R2

No automatic escalation.
“It is always reassuring to talk to a human being when you have a problem and I appreciate the fact that you strive to keep your customer service as great as it is.”
Melody Turner, School Nutrition Director, Wilson County Schools, TN