How do I submit a support request to Pharos?

Blog Post created by toleary on Aug 2, 2013

How to Submit a Support Request

You have a number of options:

The remainder of this document describes the information that we need from you when you submit a support request. Pharos Technical Support wants nothing more than to resolve your issue quickly and to your complete satisfaction. The more information you supply at the outset, the better our ability to do that.

Contact Information

Please provide the following information so that it's as easy as possible for us to get in touch with you:

  • Your full name
  • Name of your organization
  • Your e-mail address
  • Your phone number

Problem Description

Describe the problem you are experiencing in as much detail as possible. If possible give a step-by-step example of what happened.

  • When did the problem start (date and time)?
  • How often does it occur?
  • Where does the problem occur (Pharos components, physical locations)?
  • Before the problem occurred, were any changes made to:
    • Pharos components (configuration, hot fixes, additions)
    • Operating systems (service packs, etc.)
    • Hardware (computers, printers, etc.)
    • Network (domain changes, firewalls, routers, etc.)
  • Hardware-Specific Information:
    • Type of component involved
    • Fault description
    • If Omega PS terminal, provide serial number

Gathering information about related errors

Look in the following locations for any errors related to the problem you are experiencing:



Site Information

Here is a list of additional information that would be very helpful to us:

  • Your Site Code (see below for help in finding this information)
  • Pharos software installed (Uniprint, Signup, Off-the-Glass, Blueprint Enterprise)
  • Pharos software version
  • Pharos Server operating systems
  • Client operating systems
  • SQL Server version
  • Other relevant components (e.g. Pharos Scripts, Gateways)

Site Code and Version Information