The Primero Support Hub is our central repository of all release documentation, knowledge base articles, user guides and general support. Here we maintain a well-curated knowledge base made up of well-documented resolutions, best-practices, video tutorials to disseminate knowledge to end users and administrators.
You can also find details of upcoming feature development in our roadmap.
Visit the Primero Support Hub at https://support.primero.org.
Primero Support Hub Objectives
Cost effective central support for CPIMS+ developers, coordinators, administrators and users
User and Technical Support
It is critical that all help requests are appropriately logged and that requests from the different implementation sites are consolidated into a central register for knowledge sharing and sustainable support. We use the Support Hub as that register.
First it is worth understanding the levels of support. User and technical support for the application has been broken up into three categories: Level 1, Level 2, Level 3. The levels correspond to ascending difficulty in finding a solution to a problem:
Level 1: A user support problem that can be resolved either by training, guidance, or by a system administrator making a small change in the application. Examples are:
Level 2: An issue that can be resolved by a coordinator or a support staff who has undergone System Administrator training and with a deeper understanding of the system.
Level 3: An issue which requires technological assistance from developers. Issues requiring level 3 support are those that affect work and require an immediate code change and rollout to production (a “hotfix”), or an immediate upgrade to an operating system component.
The process will begin with Level 1 support, and will “escalate” up to Level 2 only when the issue/request cannot be addressed by Level 1 support providers. If the issue/request cannot be addressed by Level 2 support, it will be escalated to Level 3. Please follow the guidance on support and the escalation process.
Service-Level Agreement (SLA)