CUSTOMER CARE
PrimeroEdge prides itself on responsive customer support. 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
CONTACT 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. We are unavailable during the following observed holidays.
The Customer Care Mission Statement
“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.
Issue Classification & Response Times
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 | Max. Response Time |
|---|---|---|
| P1 | Critical error. The system is down and no workaround is available. | 4 Hours |
| P2 | Serious error. The system is impaired and no effective workaround is available. | 24 Hours |
| P3 | Serious error. The system is degraded; an acceptable workaround is available. | 3 Days |
Escalation Procedures
| Priority | Description |
|---|---|
| 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, the 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, the Customer Care Manager is notified. If not responded to within 36 hours, the 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, the Customer Care Manager is notified. If not responded to within 4 business days, the 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
