We are here to help you.
All issues (incidents) can be reported via email or by phone. All contact methods will generate a ticket and be assigned to one of our many customer service agents.
|
Business Technical Services |
Monday to Friday enterprisesupport@primustel.ca |
|
Business Customer Care |
Monday to Friday businesscare@primustel.ca |
- For any critical issues (P1 & P2), it is essential to report them promptly by calling our Business Technical Services toll-free number provided below.
- Issues of lower severity (P3 & P4) that are reported after 8:00 PM ET on weekdays and weekends will be attended to on the following business day, which also includes providing updates on any existing tickets.
When you report an issue, make sure to include the following information:
- Business Account Name/Number:
- Person reporting the issue:
- Details of the affected service(s):
- When did the problem first occur?
- What troubleshooting steps have been taken thus far:
| Severity | Name | Description | Affected |
| P1 | High | High Impact: Critical Service issue is a failure of a device or service e making critical functionality inaccessible o or a complete network interruption affecting all users and locations with severe business or financial impact (i.e. fixed as soon as possible). | Everyone |
| P2 | Minor |
Low Impact: Minor service issue is a failure of a device or service identified by the customer as less critical requiring a less urgent incident response (i.e.,must be fixed by the next business day). |
Department, Office/Location |
| P3 | Warning | Potential Impact: Warning service issue is the degraded performance of a device or service that needs to be resolved due to its repeated nature but not business impacting. This type of failure if not addressed could become P2 or P1 in the future. In most cases a work around is available. | A team or group of users |
| P4 | Low | No Impact: Application or personal procedure unusable, where a workaround is available, or a repair is possible. | Individual user issue |
Resolve a concern
If you are currently experiencing an ongoing issue, please reach out to us by contacting the provided numbers above so we can assist in resolving your concern promptly.
We value your satisfaction as a customer and welcome your feedback to enhance our service. If you have attempted to address an issue directly with Primus Business without success, view additional options available to you.