Customer Care
We take pride on our responsive customer support. Calls from our customers are answered daily from 6:00 AM – 6:00 PM CST by skilled PrimeroEdge Customer Care Specialists.
We are unavailable on the following observed holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, and Christmas.
Support Services
How We Help
Pre-Emptive Checking
Proactive monitoring in PrimeroEdge limits data flow issues by spotting errors in real time and preventing problems before they start.
Go-Live Support
On your Go-Live date, we provide reliable, consistent support to ensure your success with PrimeroEdge.
Disaster Recovery
PrimeroEdge quickly restores operations after disasters. Offsite backups and databases are reinstated with minimal data loss once servers are available.
Our Customer Care Mission Statement
Cybersoft Technologies is committed to being your partner and providing you with the best technology solutions to increase efficiency and performance.
We’ll work closely with you to evaluate your needs, identify the best solutions to meet those needs, and realize your full potential.
Service Levels
Issue Classification & Response Times
If PrimeroEdge’s 1st level of support, a Customer Care Specialist, cannot resolve an issue, then it will be escalated to our 2nd level of support, which includes Region Leads. The 3rd level consists of Expert Care teammates. Issues are classified according to 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 Protocol
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.
Family Hub (SchoolCafé) Support
Our Family Hub 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.