Support Policies
Premier Literacy provides technical support for the two most current versions of the products. Patches and upgrades will only be provided for the current version of the products.
Email Support
Premier offers Free email support for all users from 8 am to 7 pm CST Monday – Friday, and 8 am to 12 noon CST Saturday. The average response time for email support is less than 1 hour. All emails should expect a response within 8 hours or the next business day.
IMPORTANT!! Some email systems may have “spam” filters/blockers. In order to receive email from Premier Literacy, your email system must be able to accept email from the domain readingmadeeasy.com. Please coordinate with your internal technical support staff or email service provider.
Phone Support
Phone support is available 8 am to 5 pm CST Monday – Friday.
- Canada:
902-482-4680 - Option 2
Voice mails can be left 24 hours-a-day, and all voice mails will be returned within one business day. It is vitally important that you leave clear information regarding your name, the best phone number for us to call, preferred date and time to contact you and the exact nature of your problem. Please be sure to speak clearly and slowly. Callers must be able to accept incoming blocked numbers.
Phone calls will only be returned during support hours. Premier Literacy will attempt to return your call twice. If no one can be reached, a message will be left.
What is not covered by technical support:
Obsolete Operating Systems
Even though our technologies may work on older operating systems, technical support will only be provided for those operating systems listed under system requirements in the latest version of the product documentation.
Third-Party Equipment Technical Support
Premier Literacy will help you get our technologies connected to your external equipment such as printers and scanners, but due to the number of different models from all vendors, we will not be able to help you install or configure the drivers for such equipment. If you are having trouble with connecting our technologies with your equipment, make sure the equipment is functioning properly prior to contacting us. This may mean that you will need to contact technical support for your equipment.
Training is not provided under technical support
If you have a limited number of specific questions about a product, they will be answered. Wholesale training on use of Premier products is not provided over the phone or via email. To assist with training, Premier Literacy provides training videos and manuals for every product we sell, free of charge. You are strongly encouraged to view the short training videos for each product BEFORE you begin using any individual product. That is your best method to get up and running quickly or to review how a product works.
If you are part of an organization, Onsite Training Days are available for a fee to provide hands-on training for up to 25 users.