Incident Identification and Reporting

When faced with an issue or a hindrance during the proof checking process, refresh and attempt it once more to ensure that it displays the same result.
Go through the user manual, tutorials or FAQs to ascertain that you have followed the right steps so far.
If you encounter any issues with the PRIMO interface, please report them directly to the PRIMO Support Team by emailing [Support Email Address], and ensure to include JM-TS in the CC field. Our dedicated support team is committed to providing prompt assistance and is available from 08:00 IST to 20:00 IST.
For incidents of normal severity, we aim to resolve issues within a maximum time frame of 24 hours. Please note that around-the-clock support for high-priority (P1 and P2) issues is currently under review and may be implemented in the future.
Kindly include the kind of issue you faced in short words in the subject line for easy identification.
- Syntax: Primo: [JID_AID]: Problem
- Example
  - Primo: [ENDEND_1000]: PDF not generated

Incident Type

Incident Type (1)	Primo-UI Issue	Concern related to Link loading issues, unable to submit, discrepancy in Primo UI for all articles in live.
Incident Type (2)	Primo-Validation signal	• For all the dropped Primo dataset, if the validation signal is not received from Primo within the expected threshold time of 30 minutes. • Consistently receiving unclear validation failure from Primo system for all the dropped Dataset.
Incident Type (3)	Primo-Out Package	When an AU/ED/MC submits the Primo link and the relevant OUT package is not received in supplier SFTP within the threshold time of 30 minutes for all articles.

The support mails received and resolved by the team can be tracked via: