Pharos Standard Ticketing Process

Version 2

    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.