Pharos Standard Ticketing Process

Document created by Lindsay Lamb on Dec 10, 2014Last modified by Lindsay Lamb on Dec 12, 2014
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To submit a ticket with the Pharos Technical Support Team, an account must first be set up and active.

This is DIFFERENT from your Pharos Community username and password.

 

 

Creating a Support Account

  1. Go to www.pharos.com/support and click "Sign Up" in the upper right-hand corner.
  2. Fill out all required fields
  3. Submit the form (it can take up to 24 hours to activate)

 

 

Once your account is created, you can submit a ticket several different ways.

  1. E-mail support@pharos.com

  2. Go to www.pharos.com/support (or http://pharos.custhelp.com), click "Log in" and then "Submit an Incident"
    • Fill out the form and attach all relevant information (screen shots, logs, etc)
    • You can log an incident with Pharos Technical Support 24 hours a day.

  3. Call 877-848-0387 (toll free) or 585-939-7099

Hours of Operation:

Monday through Thursday: 7am - 9pm EST

Friday: 7am - 5pm EST

 

Incidents logged outside of normal operating hours will receive a response the following business day.

 

 

The Pharos Technical Support Workflow

  1. Ticket is created and assigned to a Support Engineer.
  2. Troubleshooting is performed to determine root cause.  A remote session may be required.
  3. Issue is resolved and ticket is closed.

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