PAM Service and Support

Your success is our success

Customer Support

Pam provides customer support to clients as they build their connected environment.
Here’s some information on how to get the most from PAM, and help when you need it.

Your success is our success

At PAM we recognize that you, our Client, will have many stakeholders to satisfy. For this reason, “The Customer” is at the heart of everything we do. We provide your teams with the peace of mind they require to complete projects or tasks, knowing they are fully supported by our technically brilliant and service-obsessed Support Team.

Once you’re signed up and signed in, access our Support widget directly from our software. As our software evolves so too does our offer of support. We can offer tailored education packages on each aspect of our Software. We’ll provide the know-how and you can be on your way to becoming a PAM expert.





We’re here to make sure your experience with Pam is informative and valuable, from the very first time we speak. As you create a vision for your environment, we’re here to offer our knowledge and know-how. We will help you develop a strategic plan that delivers immediate benefits and ensures you’re well-placed to implement and grow your connected environment as technology evolves and needs change.

Pam’s service commitment is to ensure you have the support you need to implement a truly connected environment and provide a rewarding experience for every visitor to your property, now and into the future.


Pam’s cloud-based technology provides a reliable system that’s always  up-to-date – there’s no costly software updates to run or installations to complete. If your team finds a task particularly challenging, we provide technical support though our online tech-support ticketing system, or with a call to our technical support team.

We know that it’s sometimes hard for your whole team to be an expert with every software system your organization uses to manage your property, so we also provide a comprehensive support library to help you deal with tasks that require a reminder – but if you need us, we’re here for you!

Support Packages

Choose to scale up or down the support license at any given time should you require less or additional services or configurations to be made on a regular basis to reflect the environment.





(15% of license costs)


(35% of license costs)

Operate, maintain & secure platform Operate, maintain & secure platform Operate, maintain & secure platform
System 98% available business hours
(8am – 8pm)
System 98.5% available 7 days a week
(97.5% available including planned maintenance)
System 99% available, 7 days a week
(98% available including planned maintenance)

Account Manager

Dedicated Account Manager Dedicated Regional Account Manager
Half yearly review of customer insights Quarterly review of customer insights Monthly review of customer insights
Annual eX Specialist review of your environment Half yearly eX Specialist review of your environment Quarterly eX Specialist review of your environment
Maintenance and Support Services monthly allocation of 4 hours. Maintenance and Support Services monthly allocation of 20 hours.
 Severity 1 – Response Time 120 mins from Notification; Resolution updates every 180 minutes until fix or workaround agreed. Severity 1 – Response Time 60 mins from Notification; Resolution updates every 90 minutes until fix or workaround agreed. Severity 1 – Response Time 30 mins from Notification; Resolution updates every 60 minutes until fix or workaround agreed.


Pam provides a range of options to make sure your organization is in control and confident using Pam.

First and foremost, we provide you with face-to-face education via our expert team. Our education program covers all facets of using Pam, from the technical details of specific tasks, right up to the big-picture knowledge you need to adapt workflows as you grow.

To support your training, we’ve developed a comprehensive video education series to help your team quickly reacquaint themselves with specific modules within the Pam system. We supplement our video series with a library of detailed articles on each element of Pam – all at your fingertips from within the Pam system.

Training Services

PAM has several user roles, each with their part in managing a wayfinding system.
Initial training is included in your set-up fees with one administrator, a manager and a designer in 4 x 2hr sessions to understand the UI and typical workflows. When bringing on a new team member there are recommended times noted below depending on their user type. Please contact your account manager to set-up training sessions.

  • – Screen share training
  • – On-site training

Administrator – 8 to 12 hours
This is a key role and the primary system owner within your organisation

  • – Configure platform settings
  • – Manage CAD & navigation plans
  • – Add managers & general users
  • – Dictionary & information management
  • – Manage work packages
  • – Cost management

Facility manager – 2 to 4 hours
The manager of a space or area within the property

  • – Approve changes to wayfinding information
  • – Manage work package costs

Project manager – 2 to 4 hours
The manager of projects for implementation

  • – View work package costs
  • – Approve installed assets

Designer – 8 to 12 hours
The primary user for the planning of content and signage

  • – Wayfinding information & location planning
  • – Prepare work packages

Digital content publisher – 1 to 2 hours
Manage the creation and publishing of digital content to touch-points

  • – Create digital content
  • – Plan content for digital touch-points

Installer / Auditor – 1 hour
The team that captures information and/or installs signage within the property

  • – Auditing environments
  • – Installing assets


Creating a connected environment is a constant evolution. Environments grow, technology evolves and the needs of your visitors change.

Pam is committed to working with you to continuously revise and reimagine your connected environment – your success will be driven by rigorous analysis and effective strategic responses to the way your visitors want to use your space.

Pam provides each client with a dedicated partner who works to make sure that you’re delivering great experiences to your visitors right now, and helps you plan for the next steps in your journey.

Contact Us

For support assistance contact us or speak to your Customer Service Manager

🇺🇸 | 1888 4 62 63 64
🇦🇺 | 1800 62 63 64
🌎 | +61 2 9232 2101