Where to Get Support

If you have a question about using Oracle products that you cannot resolve with information in the documentation or help:

• For the latest information on contacting Oracle Global Customer Support, knowledge articles, and the support renewals process, visit http://support.oracle.com.
• For details on working with Oracle Support, visit https://support.oracle.com/epmos/faces/DocumentDisplay?id=888813.2 to view Support Tools & Tips.
• For access to Construction and Engineering support communities, which are moderated by Oracle and provide a place for collaboration among industry peers to share best practices, visit https://community.oracle.com/community/support/primavera.

Using Primavera's Support Resource Centers

Primavera’s Support Resource Center provides links to important support and product information. Primavera's Product Information Centers (PICs) organize documents found on My Oracle Support (MOS), providing quick access to product and version specific information such as important knowledge documents, Release Value Propositions, and Oracle University training. PICs also offer documentation on Lifetime Management, from planning to installs, upgrades, and maintenance.

Visit https://support.oracle.com/epmos/faces/DocumentDisplay?id=1486951.1 to access links to all of the current PICs.

PICs also provide access to:

• Communities are moderated by Oracle providing a place for collaboration among industry peers to share best practices.
• News from our development and strategy groups.
• Education contains a list of available Primavera product trainings through Oracle University. The Oracle Advisor Webcast program brings interactive expertise straight to the desktop using Oracle Web Conferencing technology. This capability brings you and Oracle experts together to access information about support services, products, technologies, best practices, and more.

Creating a Service Request

EnterpriseTrack integrates with different Oracle applications; when you create a Service Request, be sure to open the request with the proper Support team. To ensure you reach the proper Support team, enter the correct product information when you create the Service Request. Each product has its own support line.

• Use the Instantis EnterpriseTrack support line when you are having installation, configuration, or connection issues related to EnterpriseTrack.
• Use one of the following support lines when you are having installation or configuration issues that do not relate to EnterpriseTrack:
  • Oracle WebLogic Server
  • Oracle Database Server
  • BI Publisher
  • Oracle Access Manager