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.
- 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:
NOTE: The Self-Service Portal is used for monitoring the incident ticket life cycle.
|
Business Customer Care |
Monday to Friday |
|
Business Technical Services |
Monday to Friday |
| Severity | Name | Description | Affected |
| P1 | High | Critical service issue is a failure that makes critical functionality inaccessible or causes a complete network interruption, affecting all users and locations with severe business or financial impact (i.e., requires immediate resolution). | Everyone |
| P2 | Minor |
Minor service issue is a less critical failure that must be resolved by the next business day as identified by the customer. For instance, an outage or degraded performance of a service impacting a limited number of users or non-critical locations. |
Department, Office/Location |
| P3 | Warning | Warning service issue is a degraded performance that needs resolution to prevent escalation to higher severity levels. Workarounds are usually available. | A team or group of users |
| P3 | Low | Application or personal procedure is not functioning properly, but there is a workaround available or a repair can be done. | 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.