Primavera Support

Your P6 is the race car. We're the pit crew.

A race car doesn't win on the engine alone. It wins because someone keeps it tuned, fixes it fast when something breaks, and knows what to change before the next race. Primavera P6 is the same. You don't need every planner to learn how to administer and support P6. Skyhigh Crew looks after that, so your planners can drive.

Test us with your current issue Choose your crew

Ownership drives standardisation

A one-off clean-up of codes and administration processes drifts back. Within a year the codes are inconsistent again, the layouts have multiplied, and the person who did the clean-up has moved on. What keeps P6 standard is someone owning it. That means a standard core configuration, a small customisation layer kept under control, and a change-approval process that decides what gets added.

That is what Managed Support (your Pit Crew) takes on, with break-fix, patching and health checks bundled in.

What ownership looks like

Skyhigh is the single point of administration, so users, security, codes, layouts and standards stay consistent.
A standard core, a controlled customisation layer and a change-approval process keep the configuration clean.
Break-fix and patching are included, not extra.

What it means for your planners

Your planners plan, and nobody has to be the administrator on top of the day job.
The specialists looking after P6 already know your setup.
You get a short written note after every change, so the knowledge doesn't leave when a person does.

See how we standardise P6

Where it usually hurts

Four reasons P6 needs a crew

Pick the one that sounds like yours, or keep scrolling.

1 of 4

P6 is down, and IT has never seen it

A job service stops overnight, the scheduler throws an error before the monthly report, or a login fails for everyone at once. IT can keep the server alive, but P6 is not their system, and the vendor's support queue assumes you know the product. Every crew gives you access to specialists who already know your setup. Urgent issues are answered within hours, not days. Our service level agreement sets out the response times for each package, and we'll send it to you on request. Our response times are backed by service credits, so they're a commitment, not words on paper.

You call, we respond, we fix it, and you get a written note of what to change so it doesn't happen again.

Secure your hotline to our crew

The P6 hatchback stopped at the roadside with its bonnet up, a warning triangle out, and the tow truck arrived beside it

P6 admin falls on our most senior planner

The best planner became the administrator because somebody had to. Now they add users, fix calendars and chase patches between schedule updates, and when they leave, the knowledge leaves with them. We hear it often: "Our one administrator has left, and now we have to train someone else." You shouldn't have to. With Managed Support (your Pit Crew), Skyhigh is the single point of administration for users, security, codes, layouts and standards.

Your planners get their day back, and the administration stops depending on one person.

Take the admin off the planners

A planner's screen showing a schedule, crowded with notes asking for admin jobs, and the notes being gathered into a Skyhigh tray

The configuration drifted away from the business

Every project added a code, a calendar, a layout or a structure, and nobody retired any of them. Now the configuration describes how the organisation worked five years ago, and nobody feels safe changing it. With Managed Support (your Pit Crew), we hold the line with a standard core configuration, a small layer that is allowed to vary, and a change-approval process that decides what gets added.

If it has drifted too far for upkeep to fix, we say so. A configuration rebuild gives you a clean standard to maintain from, and our Transformation page shows how it is built.

Keep the configuration clean

A tangled tree of codes with duplicate and dead branches, beside the same tree trimmed and labelled

Hard to keep P6 updated and supported

Patches wait for a quiet week that never comes. Each one skipped makes the next upgrade bigger, and the version drifts towards the end of Oracle's Premier Support, when no new fixes or security patches are made for it. With Proactive Support (your Service Crew), patching and upgrades are planned and done as part of the service. Each one is tested first, scheduled with your IT and written up afterwards.

You stay on a supported version without anyone in your team making time for it.

Get patching off your list

A race car marked P6 pulling into its pit box, the crew ready with a fresh tyre, wheel guns and a board reading Upgrade

Choose your crew

Call us when it breaks, have it serviced so it doesn't, or let us manage and administer it.

A crew for every car. Whichever you choose, you get a crew who already knows your setup, not a ticket queue.

A small hatchback marked P6 stopped with its bonnet up, one person waiting beside it, and a tow truck arriving

Your Roadside Crew

Break-fix Support

When something breaks, you call and we fix it.

Break-fix support for P6 issues such as errors, access problems and failed jobs.
Urgent issues answered within 8 business hours.
Response times backed by service credits.

Ask about Break-fix Support

A saloon marked P6 in good order, and three people working at a calendar

Your Service Crew

Proactive Support

We look after P6 so it doesn't break down.

Everything in Break-fix Support.
Patching and upgrades planned and done, so you don't fall behind.
Regular health checks of data quality and performance, with a short report.
Urgent issues answered within 4 business hours, or 4 hours around the clock with 24x7 cover.
Response times backed by service credits.

Ask about Proactive Support

A race car marked P6 in its pit box, with a crew of seven around it

Your Pit Crew

Managed Support

We run P6's administration, so your planners can drive.

Everything in Proactive Support.
Urgent issues answered within 1 hour, 24x7.
Ownership of P6 administration, so users, security, codes, layouts and standards stay consistent.
Advisory time each month for questions, changes and planning ahead.
Response times backed by service credits.

Ask about Managed Support

Common questions

Questions people ask

What does 24x7 actually cover?

It covers urgent Priority 1 issues only, as defined in your agreement. You raise them by phone at any time and then confirm by email to support@skyhighpmo.com.au. A specialist who already knows your setup responds. If we can't pick up, leave a message and we'll call you back within your response time. 24x7 cover comes with Managed Support and can be added to Proactive Support. Break-fix Support answers urgent issues in business hours. Email isn't watched after hours, and everything else is handled in business hours, which are 9 am to 5 pm Melbourne time, Monday to Friday, excluding Victorian public holidays.

What counts as urgent?

A Priority 1 issue, which is one that stops the whole team. For example, P6 is unavailable to all users, or a core part of P6, such as logging in or scheduling, is failing for at least half your users. Your agreement lists them, so there is no argument at two in the morning.

How quickly do you respond?

These are response targets, meaning the time within which we acknowledge the issue and start work. Except for urgent issues under 24x7 cover, the hours count in business hours.

Priority	Break-fix Support	Proactive Support	Managed Support
1. Urgent: P6 down or unusable for all or at least half your users, no workaround	8 business hours	4 hours	1 hour
2. A major function impaired, with a workaround	Next business day	8 hours	4 hours
3. One user or a minor function	Two business days	12 hours	8 hours
4. A question or a change request	Five business days	16 hours	12 hours

You propose the priority when you raise the issue, and we confirm it. Our response times are backed by service credits, so they're a commitment, not words on paper.

Who answers the call?

Your call goes to an experienced P6 specialist who already knows your setup, not a ticket queue. If we can't pick up, leave a message and we'll call you back within your response time.

Do you patch and upgrade, or just advise?

Under Proactive Support and Managed Support we plan and do it. Each patch or upgrade is tested first, done in a window agreed with your IT, and written up afterwards. Under Break-fix Support we resolve the immediate issue only. If we find that a patch, an upgrade or a data integrity fix is needed, that is out of scope, and we quote it separately.

What isn't covered?

Defects in Oracle's software go to Oracle under your support contract (your CSI). We don't cover third-party systems and integrations that aren't listed in your agreement, servers, networks and hardware, changes made without telling us, or setting up new users at short notice. Troubleshooting and fixing performance problems is separate work, and Primavera Optimisation finds out why your P6 is slow and fixes it. Buying licences is separate too, and Licensing & Procurement helps you buy only the licences you need. Anything outside your package is quoted first, or charged at the agreed rate once you approve it in writing.

Is the free test the same as Break-fix Support?

No. The free test is one specific issue, in one remote session of up to 4 hours with a short summary at the end, under the published terms. Break-fix Support is an ongoing 12-month agreement with service levels.

What are the free test rules?

There is one free test per organisation, and you need a work email address. The hours are capped, the session is remote, and the stop rule is set out in the Test us terms.

Can we start with Break-fix Support and move up?

Yes.

How is this different from Oracle support?

Oracle supports the product. We support your use of it, which means your configuration, your data, your planners and your environment. When a product defect needs Oracle, we ask to be added to your Oracle support account (your CSI), so we can raise the service request in your name and see it through.

Ask a question we have not answered

Test us

Test us with your current issue

Bring us one specific issue. We look at it remotely under our published terms and give you a short summary at the end. There is one free test per organisation, and a work email address is required. We read every enquiry and aim to be in touch within one business day.