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if directions were already provided for that issue
Support Contact
Information
PRIMARY NUMBER
Office Line to Customer Support
(800) 910-4844
CUSTOMER SUPPORT EMAIL
Email us at
support@printmailsolutions.com
Our standard customer
support hours are:
Monday – Friday
8:30 am – 6:00 pm
Eastern Standard Time
PrintMail Solutions
recognizes six (6) holidays:
- President’s Day
- Columbus Day
- Memorial Day
- Thanksgiving Day
- Labor Day
- Christmas Day
General Support Ticket Guidelines
PrintMail Solutions recommends that you follow these steps when you experience an issue:
1
2
Open a ticket, indicating the number
of your dedicated team; new project requests go to your Client Manager, not support
3
Give a detailed explanation of the problem
4
Attach pertinent information:
Files, ScreenShots Cycle Date Account Information Statement Type, Job Name
(remember to encrypt your email!)
5
Phone support will be provided when needed
- If any issues are called in after support hours, our answering machine will automatically create a ticket for the customer
- Tickets will be reviewed and triaged during normal business hours
- Tickets may be transferred to the appropriate department for follow up or resolution
- Tickets received after 2:00pm will be considered next day
- For new projects, contact your client manager
Tickets can be submitted through:
- WEB Portal 24/7
- eStatement application (with Release 2)
- Phone at 844-567-4400
- Email at support@printmailsolutions.com
Nature of Support Items (not limited to):
- Checking job status
- File reception
- Investigative questions
- Pull requests
- Certified mail requests
- Clarification on upgrades
- Unable to retrieve files
- Duplicate repair
- Transmission questions
- Job tracking research
- Portal questions and password resets
- Assist with reconciliation of reports
- Notification of Core Upgrades
- Notification of Report Retrieval
- Notification of DDA Job Automation
- Notification of Text Job Automation
- Notification of Changes to Existing Jobs
(backer updates, logo changes) - Notification of New Notice / Job Setup