Service Excellence

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 – 7:00 pm
Eastern Standard Time

PrintMail Solutions
recognizes six (6) holidays:
  • President’s Day
  • Columbus Day
  • Memorial Day
  • Thanksgiving Day
  • Labor Day
  • Christmas Day

*CS will close at 5pm on July 4th

Online Ticket System - takes you to customer portal
Submit Support Ticket

General Support Ticket Guidelines

PrintMail Solutions recommends that you follow these steps when you experience an issue:

1

Review monthly support emails to see
if directions were already provided for that issue

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:

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
Ticket Status
New

Incident reported

Open

Assigned to a
support specialist

On Hold

Solution given and awaiting
verification from Customer

(Automatically closes after 5 days)

Closed

Issue is resolved