Procore Customer Service: Expert Guide for Construction Technology Teams

This guide is written for project managers, IT leads, and procurement professionals who rely on Procore as their single-source construction management platform. It explains how Procore customer service is structured, how to open effective support tickets, typical response and implementation timelines, escalation paths, and practical tips to reduce downtime and cost. Where relevant I include concrete ranges and URLs you can use immediately.

Procore’s official resources are the best starting points: the Support Portal at https://support.procore.com, the Community at https://community.procore.com, and the company site at https://www.procore.com. Use those sites to validate account-level contacts, read release notes, and find product-specific documentation.

Support Channels and Typical Response Expectations

Procore provides multiple channels: in-app “Help” that links to contextual articles, a centralized Support Portal for ticket submission and knowledge-base search, a Community forum for peer answers, and account-level channels (email or phone) for customers with named contacts. For common, non-urgent issues the Support Portal is intentionally optimized for self-service, with step-by-step articles and short video walkthroughs that solve a majority of routine questions.

Response times depend on the issue priority and your contract. Typical industry-aligned SLAs seen across deployments are: Priority 1 (system down/critical) — initial response within 1–4 hours; Priority 2 (major impact) — initial response within 4–12 hours; Standard items — 24–48 hours. These are illustrative ranges; your contract or Enterprise support add-on may guarantee faster response. Always confirm SLA specifics in your Master Services Agreement or Statement of Work.

Support Tiers, Onboarding, and Dedicated Success

Procore sales packages typically include core support, with Enterprise customers receiving named Customer Success Managers (CSMs) and Implementation Managers. Small firms often onboard using standard packages and online training; enterprises commonly book 1:1 onboarding and configurations. Typical implementation timelines: 4–12 weeks for single-product deployments; 3–9 months for multi-product enterprise rollouts with integrations and data migrations.

Enterprise contracts frequently include monthly Business Reviews, a migration playbook, and quarterly training. If you require guaranteed SLAs, consider negotiating a premium support layer or an annual support retainer. In procurement negotiations, ask for clearly defined deliverables (number of onboarding hours, training days, and dedicated support contacts) to avoid scope creep during rollout.

How to Open an Effective Support Ticket

Quality of the initial ticket directly affects resolution time. A high-quality ticket reduces back-and-forth and gives support engineers the context they need to reproduce and fix the issue. Use the Support Portal’s “Create Case” form and attach artifacts that accelerate troubleshooting.

• Required ticket elements: Company name and Procore Account ID, Project ID (if applicable), full user email and role, exact timestamp(s) in UTC, exact steps to reproduce (1–6 concise steps), expected vs actual behavior, screenshots or short screen-recording (20–60 seconds), browser + OS + version (e.g., Chrome 114 on Windows 10), and network type (office/VPN/mobile).
• Diagnostics to include when relevant: HAR file or browser console log, API call payload and response headers, file name and size for upload issues, integration endpoint and SDK version, and any recent configuration changes (permission template edits, custom fields added, or third-party connector updates).
• Prioritization tips: label your ticket Priority 1 only for production outages that stop business operations (document the exact business impact and number of affected users). For data integrity concerns, attach an export or sample data extract to expedite forensic review.

Common Issues, Root Causes, and Practical Fixes

Most recurring issues fall into three buckets: permissions & configuration errors, browser/local environment problems, and integration/API failures. Permissions issues (e.g., missing access to submittals, RFI actions) are typically resolved by checking Role Templates → Permission Sets and ensuring project-level overrides haven’t been applied. A clear audit trail (who changed what and when) significantly speeds root cause identification.

Browser-related issues often resolve with simple steps: clear cache, test in an Incognito/Private window, or use an alternative browser. Integration/API issues frequently stem from expired OAuth tokens, misconfigured endpoints, or schema drift after third-party updates. When you see HTTP 401/403/422 responses, gather the failing request ID and timestamps before opening a ticket.

• Top troubleshooting checklist: 1) Reproduce the issue and capture time; 2) Attempt alternate browser or network; 3) Confirm user role and project membership; 4) Check project settings (status, permissions, custom fields); 5) Validate file types and size limits; 6) Export logs or transactions; 7) If integration-related, validate API keys and callback URLs; 8) If unclear, open a Support Portal case with the artifacts above.

Escalation Path, Metrics, and Continuous Improvement

Escalation starts in the Support Portal with a case number. If you have an assigned CSM, escalate to them with the case number and a short executive summary of business impact. For contractual escalations, include the SLA clause and the remedial action you seek (e.g., hotfix, rollback, or data restoration). Maintain a single escalation thread so ticket history remains intact.

Track support performance with a few KPIs: Case Volume per month, Mean Time to First Response (target <24–48 hours for standard), Mean Time to Resolution (target <5 business days for non-critical), and CSAT (aim for >4.2/5). Schedule monthly or quarterly reviews to review ticket trends and request product or process changes; building a backlog of repeat issues often leads to platform configuration changes or additional training investments.

Procurement, Pricing Considerations, and Cost-Saving Tips

Procore is sold as a subscription and historically been priced per-account with modular product add-ons. When you negotiate, itemize the support deliverables: number of included onboarding hours, guaranteed SLA levels, number of training seats for Procore University courses, and any custom integration support hours. Typical negotiation levers include multi-year commitments (10–20% discount commonly achievable) and pre-purchasing training hours or consultancy blocks.

To reduce ongoing support costs, standardize templates, enforce change control for project configuration, and invest in a 1–3 day train-the-trainer session (on average $1,200–$3,000 per day for professional services in the market) so internal champions can resolve Level-1 issues. Finally, archive and document common resolutions in your company’s internal knowledge base to prevent repeated ticket creation and to preserve institutional knowledge.

How do I report a Procore issue?

Steps

• Open the Procore app on an Android mobile device.
• Navigate to the Sidebar screen by tapping your avatar circle next to the menu. icon.
• Under ‘Support & Feedback’, tap Report a Problem.
• Enter information about the Procore app issue or add a comment into the body of the email.
• Tap Report Problem.

Is customer support the same as customer service?

Often thought to be the same thing, they’re actually two distinct practices. Customer service encompasses all the processes and values that underpin your customer interactions, while customer support deals mainly in solving technical customer problems.

How do I contact Procore support?

Steps

1. Log in to the Procore web application. See Log in to Procore Web.
2. Click the Question Mark (?) icon.
3. Complete the web form with relevant information about your question/issue.
4. Click Chat Now to begin your live chat session with a member of our Customer Support team.

What is the phone number for Procore?

Call us at (866) 477-6267 to speak with a product expert.

Where is Procore located?

Carpinteria
Procore North America was established in California in 2002. Our head office is located in Carpinteria, which offers a spectacular view overlooking the Pacific Ocean.

What is the phone number for PRCC help desk?

601.403.1800
If you have lost your login credentials, you can contact the IT Help Desk at 601.403. 1800 or 844.292. 3214 or [email protected].