PHARSIGHT®

TECHNICAL SUPPORT
> High priority with dedicated software
support through resourced Pharsight
Customer Support Team
> Provide world-wide support during
the times of 8 AM GMT to 5 PM
EST Monday through Friday,
excluding holidays.
> Ability to contact Pharsight support
staff through a variety of menus
(e.g. web-based, e-mail, etc.)
> Use of formalized incident tracking
methods and resolutions
> Notification and availability of
product updates and new releases via
e-mail and technical support website
> Support website Frequently Asked
Questions, usage tips, examples and
updated Release Notes
For additional information
contact the Pharsight sales department at
888-708-7444 (650-314-3800 outside U.S.).
Or visit our web site at
http://www.pharsight.com
Pharsight Corporation
321 East Evelyn Avenue, 3rd Floor
Mountain View, California 94041
Tel: 650-314-3800 · Fax: 650-314-3810
Email: info@pharsight.com
This information applies to Training and Support
as of 2006
Copyright Pharsight Corporation, 1998–2006. All rights
reserved. Trial Simulator, Knowledgebase Server and PKS
Reporter are trademarks of Pharsight Corporation.
Pharsight, WinNonlin and WinNonMix are registered trademarks
of the Pharsight Corporation. Other company or product
names mentioned herein may be trademarks or
registered trademarks of their respective companies. This
brochure is for information purposes only. Pharsight
Corporation makes no warranties, express or implied, herein.
TAS 01/06
CUSTOMER SUPPORT
Pharsight’s customer support is located in Cary, North Carolina, USA. Pharsight is committed to
providing our Customers leading edge customer support service that increases the integrity and
reliability of the software product through its lifecycle. Dedicated and qualified Support Team members
help troubleshoot problems with Pharsight products, as well as answer questions about functionality
and submit enhancement requests to Pharsight product management team for consideration
in future releases.
SUPPORT COMMUNICATIONS
INCIDENT TRACKING
Pharsight provides the customer several communication channels
to contact the Pharsight Customer Support Team to report
questions, program errors, or defects. Communication tools
include the following:
> Pharsight Technical Support Website:
http://support.pharsight.com
> E-mail notification: support@pharsight.com
> Technical Support Message System: 919.852.4620
> Facsimile: 919.859.6871
Pharsight tracks all support incidents and calls through the use of an incident request tracking system.
Incidents are reported and logged into this system, regardless of the route by which they are
received (e.g. e-mail, facsimile, etc.). Upon receipt notification of a software incident, a Pharsight
Support Specialist will generate an Incident Tracking Number (ITN). The ITN will remain open until
the issue has been satisfactorily resolved.
SUPPORT WEBSITE
Pharsight’s Technical Support Website, http://support.pharsight.com is a convenient source of additional
information for each product, such as answers to frequently asked questions, usage tips, and
resolutions to known issues. Examples, tutorials and white papers are available for download.
Release Notes and any necessary Addenda to Release Notes provide up-to-date information on
Pharsight products. A product compatibility matrix shows the compatibility of various versions of
Pharsight products.
SOFTWARE PRODUCT UPDATES
As software updates are commercially released, Pharsight will provide notification via e-mail to
Customers and provide the Customer downloadable executables per our technical support website
or send executables per conventional shipment.