Help Center & Service Desk

Owned by Miassar (Mimi) Gebara
Last updated: Mar 02, 2023
3 min read

Help Center

The purpose of this Help Center is to orient users and provide quick references for a better understanding of the digital wayfinding system, PAM. You will find articles including an overview of PAM, how it works, and procedures that provide the best possible experience for users. Users of PAM can use the Help Center as a reference on how to operate PAM and understand the processes for updating content.

Service Desk

Use Service Desk to submit any request, and we will get right back to you.

You will be submitting a request, which we call a ticket, via PAM Service Desk. This is an essential step that must be adhered to because it documents all requests and notifies the PAM team to provide assistance in the quickest possible way, in accordance with your Support Service Agreement.

Once there, you will be able to make your selection. Please fill out the form with as much information as possible, including images if possible. You will receive an email acknowledgement of your request and any updates which you should keep for your records, and please note the unique Ticket Number for your request.

These will be your options:

Change Request

PAM monitors change requests and will respond with either an immediate adjustment or a quote via a Change Request Form. These would be some examples of change requests:

  • Operational changes, for example traffic flow, road closures, entrances changes

  • Functional changes, for example new signs, new or updated destinations

  • Scene or playbook changes, for example new scene needed, updates on a current scene, new playbook

Training request

If there is a function within PAM that you would like assistance with or a new staff member who requires complete training, please submit a training request. We will respond by reaching out and discussing via email, phone or booking in a suitable time for a training session.

Account Management

If you’d like to discuss your account or your goal for PAM, please submit an account management request and your account manager will get in touch to book a meeting at a suitable time for you.
For example, discuss expansion plans, new project needs or even your strategic vision for your system.

Technical support

Our tech support team will reach out to you and provide an immediate solution or book a videoconference to work through the issue with you.

Other questions

Have a question? Please submit your question and we’ll make sure it is answered by the appropriate person within PAM.

Report a bug

We’ll quickly respond with our solution and timeline to solve the challenge.

New Scene / Update Existing Scene

If any scene related request is required for upcoming events, use this option and fill out the necessary information.

Steps to submitting a Service Desk request:

  1. Log in to PAM Service Desk using your registered email address here.

  2. Select the appropriate support type (details mentioned above)

  3. Fill out the form and provide all necessary details as detailed as possible and then hit Send to submit the ticket

A verification email will be sent once the ticket has been created and a notification whenever there are updates on the ticket made by PAM.