How to Contact Support & Escalate Issues
Prima.Law is designed for self-service first. Most questions can be resolved without contacting support.
Step 1: Ask Maya (recommended)
Maya is Prima.Law’s AI assistant (Check the lower right corner of your screen).
- Available inside the app at all times
- Trained on Prima.Law’s support knowledge
- Answers questions in natural language
Examples:
- “How do I add a user?”
- “Why can’t I see immigration forms?”
- “How do I reset a password?”
Start with Maya before contacting support directly.
Step 2: Contact Support (if needed)
If Maya can’t resolve the issue:
Report an Issue
- Open the Help menu.
- Click Report a Bug.
- Complete all required fields.
- Add as much detail as possible.
Schedule a Support Call
- Use Schedule a Call from the Help menu.
- Choose an available time.
- A support specialist will walk you through the issue.
Phone Support
- Call the phone number listed in the Help menu for immediate assistance.
Contact Support button inside Maya Widget
- Get transferred to one of our Customer Support Representatives via chat.
Escalations
- Escalations are handled internally by the support team.
- If an issue requires escalation, support will determine and route it.
- Most issues are resolved without escalation when proper details are provided.
Summary: Best path to resolution
- Ask Maya first (fastest, self-service).
- Use built-in fixes (password reset, cache refresh, permissions).
- Report issues with details if needed.
- Schedule or call support for complex cases.