• Frequently Asked Questions

    What is Primero?

    • Primero is an easy-to-use information management platform originally developed by the humanitarian protection community. It is now being used widely by social services workforce, humanitarian, and development workers in more than 35 countries.


    What does “Primero” stand for?

    • Primero is not an acronym, but the name was originally taken from “Protection-related Information Management”.


    What is “protection”?

    What does Primero do?

    • Primero is an information management software that helps social workers,  protection workers, and service providers manage, store, and analyse data. It currently has functionality to support: 1) case management 2) incident monitoring, and, 3) family tracing and reunification.


    What does Primero NOT do?

    • As with any software, Primero cannot replace or substitute good business practice, which in this case refers to good protection programming. The application will only add value to programmes that are already functioning. Primero represents an opportunity to strengthen programmes with the use of information management technology.


    Why would I want to use Primero?

    • Primero was designed by and for protection professionals. It was developed to extend and improve partnerships between actors who are managing data about vulnerable children and survivors of violence. Since these actors often have to work together to provide services, Primero was created to provide a common, secure system to protect data and relieve some of the information management burden on social workers and protection professionals. It utilizes role-based access, so you can carefully define which users can see which data and perform which actions. Primero is constantly improving, and always looking for new partners and new ideas. Check out the “Introduction to Primero” on Prezi.


    What do I need to run Primero?

    • If you choose to host Primero on the cloud, it can be accessed via any device with a data connection via your browser. We recommend Google Chrome and Firefox.

    • If you want to host Primero locally, you will need to refer to our Support Hub for documentation and instructions.  

    Is it free? How much does it cost?
    • Primero is an open source, not-for-profit project. There are no licensing fees associated with Primero.

    • The application and documentation are freely available. Some Primero resources (like the standard configurations for the CPIMS+ and GBVIMS+) are only shared under specific circumstances through the global inter-agency steering committees, and when minimum criteria are met.

    • The costs of configuring and deploying Primero will vary depending on the available technical capacity of the organization and the complexity of the installation. For progammes that are willing to use Primero "out of the box", with basic localization and little or no customization, costs are significantly reduced.

    • A total cost of ownership assessment should be conducted based on the size and complexity of the installation. As with any technology solution, organizations should not underestimate the ongoing costs of support and maintenance.

    • As a not-for-profit, the global Primero project cannot provide direct implementation support to individual organizations. Partners and potential users will be given access to documentation and resources, including the Primero Support Hub, and software patches and upgrades will be made available on GitHub.

    Does Primero have a dedicated support hub?
      • Yes! The beta version of the Primero Support Hub is here! Visit: https://support.primero.org/ 

      • The support hub includes a user forum, all documentation, and a "Try Primero" feature.

      • Use a GitHub account to access all features, including our Jira integration for issue tracking. 

      Is Primero a digital, global public good?
      • Yes! Primero is envisioned as a digital, global public good.

      • To learn more about global goods, check out this wiki by Digital Square.

      • Visit the website of the Digital Public Goods Alliance to explore definitions, requirements, and candidates for digital public goods.

      Has Primero ever been evaluated?
      • Yes! Primero has undergone numerous reviews and evaluations.

      • In 2019 Deloitte conducted a case study on Primero supported by the UNICEF Evaluation Office

      What are Primero v2 and Primero X?
      • Primero v2 is a new version of Primero developed in 2020. Primero v2 has been completely redesigned with a new look and feel, with an emphasis on usability, security and scalability.

      • Primero v2 has feature parity with Primero v1, so users of Primero v1 can easily adapt to the new version.

      • Primero X is the name of the new software as a service (SaaS) offering. Primero X will allow new users to access and deploy Primero v2 via the cloud and connect them with a full package of services.

      • Primero X is supported by a Kubernetes-based infrastructure that allows for seamless scaling, and continuous development and delivery of new features, patches and upgrades.

    • Need Support?

      If you are a Primero user and need help, please complete and submit the form below.

      Get in touch with us...

      We are building a community and we want to hear from you.

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    Privacy Policy
    What information do we collect?
    We collect information from you when you use our site.
    Personal Information
    When  registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, country and organization.
    Log Information
    Log information is any information automatically reported by your browser or mobile device each time you access our service. When you use our service, our servers automatically collect and store this information, which may include the IP address, browser type, referring site, number of clicks and how you interact with links on the service.
    What do we use your information for?
    Any of the information we collect from you may be used in one of the following ways:
    To improve our website - (we continually strive to improve our website offerings based on the information and feedback we receive from you)
    To improve customer service - (your information helps us to more effectively respond to your customer service requests and support needs)
    To process transactions - Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
    To send periodic emails - The email address you provide may be used to send you information, respond to inquiries, and/or other requests or questions.
    How do we protect your information?
    We implement a variety of security measures to maintain the safety of your personal information when you enter, submit, or access your personal information.
    We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.
    After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.
    Do we use cookies?
    Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information
    We use cookies to understand and save your preferences for future visits and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.
    Who has access to my messages?
    The information that is transmitted through or stored on Primero is only available to those with whom you choose to share such information.
    Note that any messages transmitted via Primero may be accessible by certain third-party organizations, such as cellular networks and SMS gateway services, that may be used to transmit the messages. These organizations may have their own rules, policies, and security measures controlling who has access to messages transmitted through their services.
    The employees and contractors of Primero may in certain circumstances access the information on your account if required for customer support or legal purposes. This refers only to the data entered on this website.
    Do we disclose any information to outside parties?
    We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
    Third party links
    Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
    Children's Online Privacy Protection Act Compliance
    We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.
    Online Privacy Policy Only
    This online privacy policy applies only to information collected through our website and not to information collected offline.
    Your Consent
    By using our site, you consent to our online privacy policy.
    Changes to our Privacy Policy
    If we decide to change our privacy policy, we will post those changes on this page, and/or update the Privacy Policy modification date below.
    This Privacy Policy was last updated on October 10th, 2015.