How to Reach Out
Primecall's Technical Support department can be reached in 2 primary ways:
- Phone Call: 844.59PRIME (844.597-7463)
- Email: support@primecall.com
Phone Call
The main number for technical support is 844.597-7463.
To speak with a Primecall's Technical Support Analyst over the phone live, please call our technical support number during our answering hours:
- Monday through Friday: 7am to 7pm CST
- Saturdays: 8am to 5pm CST
During our support hours, we prioritize answering phone calls. If your request is urgent or business impacting, please call in to make sure you are able to reach an agent for assistance.
During your phone call, the agent you are speaking with will make notes about the reason for your call. In order to send a wrap-up email documenting your call and request, a tech support analyst may request a contact email.
✔ These wrap-up emails are commonly utilized by both users and Primecall technicians to keep a record of when a call has taken place and what issue the call was referencing. This email can also be used for any follow up correspondence that may be needed for the reported issue.
If your issue is not business-impacting, an email to our support team might be your best option to save yourself valuable time.
Quick Tip: Non-business-impacting requests include things like:
- Phone name updates
- Adding logos to phones as a wallpaper
- Directory updates
- Minor inbound call routing adjustments
- New number purchases
- Setting holiday routing and messages in advance
An email can be sent to support@primecall.com. Sending an email will create a ticket for one of our agents to respond to within about 24 hours.
A new email/ticket can also be started from our support site by clicking on the Contact Us section here.
Getting Support After Hours
Primecall's after-hours support is available on an emergency basis. If your business experiences a catastrophic event that causes the phones to go offline during the night hours or weekends, please do not hesitate to call in for support.
Our after-hours support is handled through voicemails. Once our after-hours support team receives a voicemail, an on-call agent will create a ticket and respond to your emergency request as soon as possible that same day.
To leave our support team a message for emergency help, call the support number and leave our support team a voicemail that includes:
- The name and number of the best person to contact for troubleshooting.
- The business' name and main phone number.
- A brief description of the issue.
- A summary of any troubleshooting steps that have already been performed.