Support and Technical Services:
The Primavera Support and Technical Services team engage with our customers in 2 significant areas:
1. Support Services for both functional and technical questions and issues
2. The provision of a range of Technical Services
Support Services
Every new customer upon the purchase of a Primavera product is provided with support services (Maintenance) for a period of 12 months, after which the customer may renew their maintenance agreement on an annual basis. If you have a question or issue using Primavera products that you cannot resolve with the information provided in the Primavera product Help option then you should proceed as follows.
How to obtain Support Services Internal Assistance:
If you are part of an organisation that has multiple Primavera application users you should initially enquire internally about the correct procedure for accessing Primavera support services. Whether you have access to an internal Help Desk or need to call our Team directly, you will need the following information.
Step 1) Product Serial (CSI) and Version Numbers:
These numbers are accessed from the Primavera Help menu and are required when requesting support services.
Step 2) Issue Description:
Collect as much information as you can about the issue you are reporting including:
• Any error message related to you issue
• What function was being used at the time the issue arose
• Any relevant product screen captures
• An indication of other Users experiencing the same issue
• Any question you may have about product functionality (How do I?)
Step 3) Accessing Support Services:
Telephone: 1300 774 628 - Your call will be answered by a Technical Services team member
Email:
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- An initial automated email response will contain a unique Case ID for you to use to identify your issue in subsequent communications.
Support Hours: Monday – Friday 8:30am to 7:00pm Eastern Standard Time. Excludes public holidays
Technical Services:
The Primavera Team also provides a range of Technical Consulting Services including:
• On-site Primavera Product installation
• Technical skills and knowledge training options
• On-site Primavera Product version upgrades
• Primavera implementation infrastructure Health checks
