Support Hours

Panatrack offers phone and email support during regular business hours:

• Days — Monday through Friday
• Hours — 8:00 AM to 5:00 PM Central Time
• Holidays — Closed on United States holidays
• After-Hours — Planned installations, upgrades, or migrations can be accommodated outside standard hours

Contacting Support

Support Portal (Recommended)

• Access the Knowledge Base
• Submit tickets at support@panatrack.com

Email Support

Send requests to support@panatrack.com

Phone Support (Urgent Issues Only)

Call 262-361-4950 and select the support option for urgent and downtime scenarios. Phone support creates a ticket for efficient tracking. If calling after hours, leave a message describing your problem and contact information.

Note: Portal and email options allow better team collaboration and support quality.

Response Times

All contact methods automatically trigger team notifications:

• Target Response — Within 4 business hours
• Typical Response — Immediate effort to respond
• After-Hours Monitoring — Requests monitored but response guaranteed by next business day

Providing Effective Problem Descriptions

Include this information when contacting support:

• PanatrackerGP Version — Found on portal's System Status page
• Error Message Details — Complete error message including technical details
• Reproduction Steps — How to recreate the issue (very helpful)
• Troubleshooting Attempted — Steps already taken to resolve the issue
• Screenshots — Attach to tickets as needed

Workarounds During Issues

PanatrackerGP is a data capture solution that extends Dynamics GP, providing a mechanism for capturing transactions quickly and accurately via scanning on a mobile device. In most cases, these are the same transactions that can be entered directly into Dynamics GP.

This ability to enter transactions directly in GP offers an immediate (albeit painfully inefficient) way to continue working in the rare event of a critical problem with PanatrackerGP:

1. If entry of the transaction is urgent, enter it directly to GP through the standard GP interface
2. Mark the PanatrackerGP transaction as "discarded" in the portal to eliminate duplication

This fallback ensures your work can continue uninterrupted while we help resolve any issues.

Transaction Logging and Notifications

All transactions initiated from the PanatrackerGP handheld application are logged in to our Panatrack Transaction Manager logging database and immediately applied to Dynamics GP.

If for any reason the transaction fails to submit to GP, an email notification (if configured) is sent to the designated administrators. Panatrack maintains a special email account to also receive these notifications, and we encourage our customers to include us in the administrator list.

This means the same notifications will be sent to Panatrack with the details of the error, allowing us to learn about any problems so we can react faster to provide you with assistance. This information is also used by our team to "design away" causes of recurring problems.

eConnect Integration

PanatrackerGP uses Microsoft's eConnect integration mechanism for most transactions. The eConnect mechanism follows the same business rules as if the transaction is entered directly in the GP interface.

Common Error Resolution

In most cases, the errors that we report are generally related to the setup of GP data. Once the issue is resolved, the transaction can be resubmitted from the PanatrackerGP portal with the simple press of a button.

An example of such an error message returned by eConnect could include something as trivial as "Document being edited by another user" (Order Fulfillment). In this case, once the order-fulfillment document is closed, the transaction is easily resubmitted.

User Impact

In the event of a failed transaction, the user on the handheld will receive a failed message and upon dismissal of the message, will be able to start another transaction. This eliminates the user from requiring the issue to be resolved prior to continuing work since the handheld user is often not necessarily the administrator.

Support Eligibility

Panatrack offers support to customers under current software maintenance contracts:

• First Year — Required maintenance
• Renewal — Optional
• Benefits — New version access and support
• Expired Contracts — Notified of support options

See the PanatrackerGP End-User License Agreement for details.

Support Scope

Panatrack Provides Support For

• PanatrackerGP software

Panatrack Does Not Provide Support For

• Network-related issues (contact your IT provider)
• Hardware issues (contact hardware manufacturer)
• Microsoft Dynamics GP (contact your Dynamics GP partner)
• Third-party software

Professional Services Available

Panatrack's professional services team can assist with out-of-scope issues at hourly rates.

Additional Information

Reference the Panatrack End-User License Agreement for complete support details.