---
title: "How to Contact Support & Escalate Issues"
url: "https://primalaw.productfruits.help/en/article/how-to-contact-support-escalate-issues"
language: "en"
last_updated: "2026-02-23T16:27:51.631Z"
---

# 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**

1.  Open the **Help menu**.
2.  Click **Report a Bug**.
3.  Complete all required fields.
4.  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

1.  **Ask Maya first** (fastest, self-service).
2.  Use built-in fixes (password reset, cache refresh, permissions).
3.  Report issues with details if needed.
4.  Schedule or call support for complex cases.