Customer Center FAQ
What is the Customer Center?
When Primavera began planning for our new website in July, we asked our customers - and you told us that it was often very difficult for you to find the information you were looking for. So, we decided to move all of the information that was relevant to our customers and put it in one central location, hence the Customer Center.
Where do I find information about Primavera products?
Primavera’s solutions are now newly aligned with key vertical industries so that you can be sure you are getting the best combination of functionality to meet the challenges unique to your industry. To see a current list of Primavera solutions, please visit our Industry Solutions page.
If you are a current Primavera customer, and are more familiar with identifying a solution to fit your needs by product name, please visit About Our Products.
What is POINT?
POINT is Primavera Online Interaction. It is our web-based customer portal where Primavera customers can create and review support requests, and maintain their customer profile, mailing address, and product registrations. POINT is also the gateway for customers with current maintenance contracts to access our on-line Support Knowledgebase as well as Support Services (such as web chats and callbacks). If you initiate a support request via POINT, you will be notified via email when there is new activity relating to the support incident, such as additional research or a new solution.
How do I access POINT?
You can access POINT through the Customer Center or by following this link.
The first time you visit POINT, you will be prompted to enter your username and password. Your username is the email address we have on file for you (please contact Primavera Support if you are not sure what email address to use). If you do not know your password, please use the password look-up feature below the login window.
What if I cannot access POINT? Who do I contact?
Please contact Primavera Support and speak to any one of our Support Representatives. You can also reference our Contacts & Hours page for details on how to reach Support.
I try to log into POINT and my browser just hangs. What should I do?
Perform the following to resolve the problem:
- Close all browser Windows
- From your PC select Start, Search or Find, Files or Folders
- Search your system drive (usually C:) for files named *@ocp*.txt. This will search for any txt files that contain @ocp. This is a file created on your PC when you register on our site. It captures your log in information so that you do no need to input it every time you visit the site. The file should be similar to jimc@ocp[1].txt. Default location is C:\Documents and Settings\<username>\Cookies
- Delete the file(s) once found
- Launch the browser again and browse to http://customerportal.primavera.com/customer. You will now be prompted to log in with your username password and serial number to access the Knowledgebase.
How do I access the Knowledgebase within POINT?
To access the on-line support Knowledgebase from POINT, click on the "KnowledgeBase" link on the left pane and you will be asked to enter a valid serial number. Once you are redirected to the knowledgebase, you will see a list of "Product Alerts," "Hot Issues," and Newsletters. You can also click on the "Search KnowledgeBase" hyperlink to initiate a search.
How do I contact Primavera for customer support?
You may contact support by telephone, fax, e-mail, online web-chat or by creating a support incident through POINT. See Contacts & Hours for more details.
Please have your product serial number available when you contact us. Your product serial number can be found on either the Help, About screen in the software or on the Installation Disk.
Where can I find my serial number?
For most of our products you can find the serial number by going to the Help, About screen or it can be found on the installation cd. If you are not able to locate the product serial number, please contact Primavera Support for assistance. Reference our Contacts & Hours page.
How can I view my support incidents?
Once you login to POINT, simply click on the “My requests” link on the left, and you will get a list of the Support requests you have submitted.
If you select “Site Requests” you can view the support incidents submitted by the employees at your company.
How do I register to receive the Primavera Magazine?
To subscribe to the Primavera Magazine access the Primavera Magzine sign up form.
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