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Downloads

Service Packs and Hot Fixes
     Blueprint Enterprise
     Uniprint Solution Suite

Terminal Device Firmware
     Omega PS200
     Omega PS150
     Omega PS100
     Omega PS60

Mac
     Macintosh Components
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     Supported MFP Devices
     Windows 7 Support

Service Level Agreement

Severity Levels

Pharos Technical Support bases response time priorities and resolution activities on the severity level of the incident, i.e., how it impacts the customer’s business functionality. There are four levels of severity:

  • Critical: Site not functional. Site has unrecoverable service failure.
  • Severe: Site functional with major issues. Functionality is degraded. Customer cannot make site function.
  • Standard: Site functional with minor or intermittent issues. Occasional functionality degradation. Problem can be resolved with intervention, temporary “workaround” measures, and/or occurs intermittently.
  • Low: Site functional with no apparent issues. Request for upgrade, assistance with changing configuration, enhancement requests, product information. No impact on business.

Response Times

Response times are based on incident severity level:

  • Critical: less than 4 business hours
  • Severe: less than 8 business hours
  • Standard: by next business day (24 hours)
  • Low: within 2 business days (48 hours)

Problem Resolution Activities

Problem Resolution Activities are based on incident severity levels defined above.

Please note: it is the responsibility of the customer to ensure that the version of Pharos software running on their system is up to date with the latest hot fixes, service packs, and downloads appropriate for that version. Please check the Downloads links on the left for the most up-to-date information.

Resolution Activities for Critical and Severe Issues

With critical and severe issues, it is imperative that Pharos Support Engineers and the customer’s resources (those responsible for the Pharos system) work collaboratively to triage the situation to determine how quickly the site can be restored to normal operation.

The Pharos Support Engineer (SE) is the Situational Leader responsible for coordinating all efforts for Pharos and the customer’s resources regarding diagnostic and problem resolution activities. The Pharos SE will engage the customer via phone and/or the RightNow Incident Management System (RNIMS) protocol.

The Pharos SE will immediately communicate all critical and severe incidents to the Pharos Customer Support Manager, even if the incident has been resolved. If the incident has not been diagnosed to the point that a permanent solution can be quickly implemented, the Customer Support Manager will put appropriate Pharos resources on notice to ensure that they can be engaged without delay should the need arise.

Temporary measures: In the event that the root cause of the problem and/or the solution cannot be immediately ascertained, temporary measures may need to be taken to give the customer relief or assist with the collection of diagnostic data while Pharos is researching causes and solutions. Temporary measures may include but are not limited to regular/periodic manual/auto interventions such as reboots, restarts, logging activity, etc. Assistance by the customer’s onsite resources may be required to implement temporary measures.

Resolution Activities for Standard Severity Issues

A Pharos SE will initially engage the customer contact through correspondence via the RightNow Incident Management System (RNIMS) protocol.

If the Pharos SE is already familiar with the issue, the SE will either directly communicate their knowledge about the issue and how best to resolve it or the SE will refer the customer to various resources on the Pharos website or third party websites, such as Knowledge Base articles downloads, updates, etc. If the reported incident is not already understood, the Pharos SE may ask the client to provide more information, engage logging, or perform other activities to collect data.

Standard incidents will be escalated to the Pharos Customer Support Manager if the ticket has remained open for 5 or more business days.

In the event that the root cause of the problem and/or the solution cannot be immediately ascertained, temporary measures may need to be taken to give the customer relief or assist with the collection of diagnostic data while Pharos is researching causes and solutions. Temporary measures may include but are not limited to regular/periodic manual/auto interventions such as reboots, restarts, logging activity, etc. Assistance by the customer’s onsite resources may be required to implement temporary measures.

Resolution Activities for Low Severity Issues

A Pharos SE will initially engage the customer contact through correspondence via the RightNow Incident Management System (RNIMS) protocol. If the Pharos SE is already familiar with the issue, the SE will either directly communicate their knowledge about the issue and how best to resolve it or the SE will refer the customer to various resources on the Pharos website or third party websites, such as Knowledge Base articles downloads, updates, etc.

Pharos will consider the ticket resolved and closed with the above response to the incident.

Escalation

If at any time you are not satisfied with Pharos' technical support, please call 888-864-7768 (toll free U.S. and Canada) or 585-249-8999, press 0, and ask the receptionist to connect you to the Customer Support Manager.