Support 2018-02-16T20:57:28+00:00

Support

We Specialize in Customer Care

PrimeroEdge prides itself on responsive customer service. Calls from our Customers are answered daily from 6:00 AM – 6:00 PM CST by skilled PrimeroEdge Customer Care Specialists.  Customer Care Specialists will do their best to resolve your case over the phone, and if needed, access your computer remotely, view system logs and make corrections.

PrimeroEdge Customer Care Specialists go through a comprehensive training program in order to have the knowledge needed to provide technical assistance on the PrimeroEdge product.  Our Customer Care Specialists have a variety of backgrounds that include technology, nutrition and accounting.

How We Help

Proactive monitoring is in the forefront when it comes to PrimeroEdge software. This limits issues with data flow between schools because our team can spot errors in real time and preemptively stop problems before they start.

From the start on your Go-Live date, we provide consistent support to assure your success with PrimeroEdge.

In the event of a disaster, PrimeroEdge can be reinstalled and restored quickly and immediately after servers and connectivity are available. Offsite backups can be brought back and the databases restored with minimal loss of data.

Reach Us

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

A Customer Care Specialist will be available to answer your call from 6:00 AM – 6:00 PM CST, Monday through Friday, except on the holidays listed below.

New Years Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Day after Thanksgiving

Christmas Day

Our mission statement is

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

PrimeroEdge’s Customer Care team will lead you through every step of the way from start up to troubleshooting and resolving any intermittent issues.   We want your customer experience with PrimeroEdge to be a pleasant one.  We emphasize and deliver continuing training and assistance in order to provide steady support via phone, email or remote accessing.

If an issue cannot be resolved by a PrimeroEdge’s 1st level of support, a Customer Care Specialists, then it will be escalated to our 2nd level of support, the Expert Care Team.    Issues are classified according by their nature and severity.  Utilizing the service level agreements below.

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

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 Care 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 Care 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 Care Director who may escalate the issue internally to higher levels of support or to the Product Team.

Our SchoolCafé Customer Care Team

SchoolCafé is our parent and student portal.   SchoolCafé currently encompasses all three major services for school nutrition with meal account payments, menus, and eligibility.  Our SchoolCafé Customer Care Specialist are ready to assist parents with login, menus, payments and now eligibility.  Our goal is to provide easy access and functionality through a single website, app, and login.

Parents Can Reach Us At

Phone: 855-729-2328
Email: customercare@schoolcafe.com