Contacting
Pegasus Technical Support
Direct software support is available to partners and registered
users of software currently enrolled in the Pegasus Annual
Maintenance program.
Users with expired maintenance
or with software outside the warranty period can obtain direct
assistance at a Pay-Per-Incident
rate of $250.
Standard telephone technical support hours are 7:00 - 17:00
PST, Monday - Friday (excluding holidays). We guarantee a
24-hour response time during the business week on all technical
support.
When contacting technical support be sure to have the following
information ready:
Software serial number
(Click
here for instructions on how to find my InveStore
product
serial number?)
Log files: InveStore v4: The InveStore LOG files may be found in the
\PDT\LOG sub-directory on your Windows storage server. The
file name consists of your storage server’s assigned name
by your administrator, followed by the date on which the log
file was created. The file extension is ".LOG". You may need
to send in several LOG files if the problem that you experienced
occurred over several days.
Example: [Server’s name]013007.LOG = STORAGESRVR1013007.LOG
"StorageSrvr1" being the assigned server name of the above
example server. The above file name is for the log file that
was generated on January 30th, 2007. For each new day that
the InveStore Console is initialized, a new log file is created.
Each of the entries in the log file has a TIME stamp followed
by messages or error codes indicating the nature of the operation
or error condition. This allows tracking of problems in a
more efficient fashion.
- Description of symptoms and what was occurring
at the time of the problem
- Make and model number of the optical device,
including drive type
- Make and model number of the SCSI controller
- Type of PC
- Amount of system RAM
Send us this information via email to
support@pegasus-afs.com.
Pegasus support services are subject to Pegasus' then-current
prices, terms, and conditions, which are subject to change without
notice.
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