Support for Primavera Products

Effective November 16, 2009, the initial point of contact for Primavera product support will be through the Oracle Global Customer Support (GCS) systems and infrastructure and no longer through the Primavera support hotline, email, or support portal. Please discontinue using the Primavera support mechanisms as of that date.

Customer and Partner Training Information and Schedule

The same support team who supported Primavera products continue to do so today. You should continue to use the same support channels you have been using, whether it is online, phone support, or through your customer representative. Support phone numbers and website links remain the same.

SUPPORT REQUESTS

All Products and Countries
POINT Support Portal and Knowledgebase	http://customerportal.primavera.com/ocp/default.asp?main=Point_login.asp

United States Support
Primavera® Versions 5 and 6 Primavera Project Planner® (P3®) Primavera Contract Manager (formerly Primavera Expedition®) SureTrak Project Manager	Telephone: +1.610.668.3030 E-Mail: support@Primavera.com
Primavera ProSight	Telephone: +1.877.632.2278 (In North America) E-Mail: prosightsupport@Primavera.com
Primavera Charts and Charts Designer	Telephone: +1.610.668.3030 E-Mail: chartshelp@Primavera.com
Primavera® Version 8 (formerly Primavera Evolve)	E-Mail: usatech@Primavera.com
Primavera Pertmaster	Telephone: +1.610.668.3030 E-Mail: pertmastersupport@Primavera.com

United Kingdom Support
All Products, except SureTrak	Telephone: +44.20.8563.5555 E-Mail: uktech@Primavera.com
SureTrak® Project Manager Support	Telephone: +44.20.8563.5566 E-Mail: uksttech@Primavera.com

Hong Kong Support
All Products	Telephone: +852.2111.8299 E-Mail: hktech@Primavera.com

PRODUCT SERIAL NUMBERS

To access some of the services in Primavera Customer Support, you may be required to provide your active serial number that is supported under current maintenance. For product licenses purchased prior to January 1, 2009, your serial number can be found on the Help/About screen or on the installation disk.

For product licenses purchased after January 1, 2009, your serial number can be determined by using the CSI number on the Oracle Welcome Letter combined with the product code identifier noted below.

Product	Product Code (to combine with CSI to obtain Serial Number)	Serial Number (to access Support)
Primavera P6 Enterprise Project Portfolio Management	11	11 + CSI
Primavera P6 Professional Project Management	11	11 + CSI
Primavera Contract Management	22	22 + CSI
Primavera Contractor	33	33 + CSI
Primavera SureTrak	44	78020810 (in download)
Primavera Risk Analysis	55	55 + CSI
Primavera Portfolio Management	66	66 + CSI
Primavera Evolve	77	77 + CSI
Primavera Earned Value Management	88	88 + CSI
Primavera P3 Project Planner	99	19788707 (in download)

SUPPORT RENEWALS

Beginning March 1, 2009, you will no longer go through Primavera to renew your support contract. This process will be transitioned to Oracle Support Sales, with processing resuming in early April. However, you will continue to be supported—even if your support expires during this transitional period—as long as you have an active support contract or you received a Primavera support invoice prior to March 1, 2009.

Oracle will work with you to migrate your support contract to a standard Oracle support offering and a standard Oracle support contract. Please note that Oracle will not be renewing contracts for the Primavera support services and instead your support will be migrated to a standard Oracle Support offering. The Oracle contract will then govern the support services for the next term.

For more information about the Oracle Support Offerings, please go to http://www.oracle.com/support/index.html.

As the transition is completed, an Oracle Support Sales representative will contact you about your renewal.

News

Oracle Buys Primavera