Support Process
What happens when a Primavera customer submits a technical support issue?
Primavera customers may contact Primavera Customer Support via telephone, electronic mail, web chat, customer interaction web portal (POINT), FAX, or regular postal mail. Customers may also access our Support Knowledgebase (a self-help system) on our corporate web site 24 hours a day.
Currently, the majority of our customers submit technical support issues by telephone. We utilize sophisticated telephone and call distribution systems to prioritize, route, and process customer interactions. Customer interactions are routed to the appropriate Support Representatives within Primavera based on the type of question and the product. All interactions are handled on first-come-first-serve basis.
When a customer submits a technical support issue via electronic medium (electronic mail, web chat, customer interaction web portal (POINT), the Support Representative will contact the customer directly through the medium used by the customer.
All customer reported issues are recorded in our customer relationship management system and the Support Representative is responsible for assigning a priority to each customer issue. The priorities and definitions are listed below.
Priority 1
System down, no workaround: the Software fails to operate in any respect or there are severe restrictions in the operation of the Software that prevents the performance of any productive work. The current release of the Software should be patched if a permanent work around cannot be found and the next release is not imminent.
Priority 2
Major feature failure for most users: a major function is experiencing a reproducible problem which causes a severe loss of functionality. The current release of the Software should be patched if a permanent work around cannot be found and the next release is not imminent.
Priority 3
Functionality affected for some users: an important function is experiencing an intermittent problem, or a common nonessential operation is failing consistently. The inconvenience can be tolerated until the next scheduled release.
Priority 4
Minor problem: all other errors. The inconvenience is slight and can be tolerated.
Priority 5
Requests for enhancements. The Software has functionality that the Licensee would like changed or the Software is lacking functionality that the Licensee would like added.
Priority 6
Questions: How to; why software functions a certain way.
The Support Representative is also responsible for maintaining accurate work notes on the customer's issue, including any associated details, duplication steps and the solution. Primavera's customer interaction web portal (POINT) allows customers to check the status of pending issues without having to call Primavera Customer Support.
Our goal is to resolve our customers' technical support issues on the first contact, regardless of the contact method used. If the issue is not resolved on the first contact, the Support Representative is responsible for performing the necessary steps to resolve the issue. This may include more in-depth research, such as testing, involving a higher level support representative and, in some cases, involving our Development Staff, if a software fix is required. The Support Representative is responsible for maintaining contact with the customer so that the customer is always aware of the issue's status.
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