SUPPORT CENTER
Be it user support over the phone, creating manuals or courses, we’re with you every step of the way. From early steps to complex challenges – Datalab’s support center will ensure that you can back to business in no time..
We’re here to improve your business today and prepare you for a successful tomorrow.
General questions
Support
Licenses
Infrastructure
Upgrades and maintenance
Additional/vertical solutions
Retail solutions
What are the minimum hardware requirements to run PANTHEON RA?
Is the solution exclusive to Android?
The PANTHEON mobile POS is exclusive to Android devices and its full functionality depends on the device model.
The PANTHEON Retail mobile POS works on many devices. If you want to use it on tablets or smartphones, we recommend running Android version 5.0 or higher.
Installation Types Based on Network Configurations
Datalab PANTHEON can be installed on different computer system configurations. We typically differentiate between single-user and network installation types. The networked installation can be performed in two ways:
A special installation type is the installation into the Hosting system, where the data server is not installed at our company, but we’re using a special SQL Server hosting service.
How Does Direct Support Work?
If you run into an unsolvable puzzle when using PANTHEON, you can always turn to Datalab’s direct support for help. Your case will be reviewed by our experienced support staff.
Direct support is a billable service – Price List – Support is billed in 15-minute intervals.
Datalab direct support – Contact
How Does Remote Support Work?
Remote support your support provider to assist you directly on your desktop (workstation). This form of help is faster and simpler, lowering support costs. To use this type of support you don’t need advanced computer knowledge, because the entire process is automated. Communication is done entirely through HTTP (port 80), which facilitates support provision also in secure networks (e.g. firewalls).
How to use remote support?
What Is Help Desk?
HelpDesk is the support system for creating help tickets and progress tacking. It facilitates structured and clear communication between you and your support provider. To find out more about creating tickets, follow the provided link.
Agreements, Contracts
PANTHEON – Owned Licenses
PANTHEON Cloud based Licenses
OTHER:
When Do I Need a Connector License?
We want to ensure top-quality services for everyone using (vertical) solutions in addition to PANTHEON. Connector licenses allow users access to PANTHEON databases.
How do I get a license?
If you’re interested in our software, you can fill out contact forms on the website, where you enter your company’s basic information so that our partners can give you a quote tailored just for you, or contact us via telephone or e-mail (see below).
Datalab licenses its software through a network of authorized retailers, who are trained to help you define the appropriate license. Implementation, introduction, training, support and development of additional solutions is performed by Datalab partners with appropriately certified staff.
If you want to license the software in a particular country, please contact the Datalab subsidiary there.
How do you count users?
Datalab software is licensed based on the number of users that access the system at the same time (concurrent access). This means that the software can be installed on any number of devices, but can only be used by as many users as there are licenses. If that number is reached, any additional users won’t be able to log into the system. When a user logs out of the system at their workstation, someone else can log into it at their workstation (roaming licenses).
These and other rights, as well as obligations of the user and Datalab, are defined in the license agreement.
Linking PANTHEON with Specific/Additional Solutions
If your business has very specific needs and you would like to add another solution to PANTHEON to satisfy those needs (e.g. online stores, warehousing, CRM), you can do that easily. Check out the additional vertical solutions developed by us and our partners. To connect an external solution with a PANTHEON database, you will need a PANTHEON Connector license.
Adding and Upgrading Licenses
If your information system needs change, you can very easily adapt your licensing scheme to suit your needs. You can increase the number of licenses (e.g. for new employees), transfer licenses (e.g. one of your branches needs two fewer licenses and another branch needs two more), and even change the license model (e.g. from SE to MF, because your company introduced planned manufacturing). In such cases, your monthly invoice will be adjusted to fit your current needs.
If you already have some PANTHEON license and you need more or need a version with more functionalities, you can simply purchase more or upgrade them (by switching to a more advanced license) and you will pay only the difference. Here are some common cases:
A company has four PANTHEON SE (Small Enterprise) licenses and four users. The company employs two more people, who also need the program package.
This means it has to get two additional single-user licenses (6 users – 4 PANTHEON SE licenses = 2 additional PANTHEON SE licenses).
A company has six PANTHEON SE (Small Enterprise) licenses and six users. The company employs two more people and the CEO wants to have an analytic overview of the business.
The company now therefore needs eight PANTHEON ME (Medium Enterprise) user licenses. Datalab takes into account the six existing licenses (6× PANTHEON SE), which the company uses according to the current prices from the price list, and issues an invoice for the new license plan. The company only has to pay for the difference between the old and new plan.
A company has two PANTHEON SE licenses and it opens a new branch, where it will receive goods and issue bills.
The company has to get an additional PANTHEON RT license. Users can combine the PANTHEON RT license with SE, ME and MF licenses
Companies grow and develop. The company’s information system has to keep up with the development, which is why additional licenses sometimes need to be purchased.
Here at Datalab, we have a simple formula: additional payment = gross price of the new – gross price of the old. This means that you only ever pay the difference between the new licenses and the old ones.
Licensing and Product Keys
To run PANTHEON you will need a valid license. It can be retrieved from Datalab’s server after the correct product key is entered. PANTHEON licenses are determined by a product key. These are used by the Datalab web server to download authorization codes, which determine how the product may be used.
Licenses can be distributed to any number of product keys, which can also determine the location (branch, subsidiary, etc.) where the licenses may be used. The distribution depends on your business needs and the configuration of your computer network where you’re installing PANTHEON.
What Happens when I Use Up All My Storage in PANTHEON Cloud?
Each PANTHEON Cloud license includes cloud storage. We have increased the default cloud storage capacity to satisfy the needs of our users, and we’re offering a bulk discount as a bonus!
When you exceed the default storage capacity, you can purchase additional storage for a fee. Monthly price for 1GB of additional storage:
| Storage | Price |
| Storage cost for backups and e-documentation – 1 GN | EUR 3.99/GM per month |
| A 25% bulk discount is applied for purchases of 10 to 25GB of additional storage and a 50% bulk discounts on all purchases over 25GB. |
Price list valid from 1 April 2018.
*Example: 7.01GB of used storage is billed as 8GB. The monthly cost of 8GB of storage is: 8 × EUR 3.99 = EUR 31.92
For more information, contact our consultants over the phone at +386 12 52 89 50 or write us at prodaja@datalab.si.
What Is Monthly License Lease?
PANTHEON Cloud or monthly license lease allows you to optimize your investment into business software, since you don’t have to purchase the licenses in advance. Instead, you simply pay a small monthly subscription. Datalab works with leading telecommunications operators and their server architecture to provide PANTHEON Cloud services. The servers are always active, making your data available to you anywhere and anytime. The servers conform to the strictest security standards which prevent the loss of data through regular backups as well as hardware and software security measures. You can get the software in several different languages to suit your company structure (e.g. your company has subsidiaries abroad).
Requirements: Stable internet connection
The price of PANTHEON Cloud includes: legislative updates and features, data archiving, SQL server rental, leased storage between 350MB and 1 GB
The monthly PANTHEON Cloud subscription includes:
• The use of any version of PANTHEON
• Data archiving
• Software updates (for legal purposes and to add new features)
• Server rental and maintenance
• All PANTHEON licenses to support your operations
Key advantages:
• Easier and safer data exchange
• Secure data storage
• Fast processing to save time
• Simple and fast access anywhere
• Issue and receive e-invoices
• Regular updates and ensured legislative compliance
• Electronic data archiving
• Compliant with international accounting standards
• Wide selection of support and help
• No preliminary investments necessary – Pay what you use
What Is License Purchase?
Purchasing a license means that you install the software locally on your server. All your data is therefore stored at your business’s location.
Requirements: Powerful hardware, no internet connection necessary
Special features: The database is locally on your workstation, annual upgrades are included in the price for the first year of use, but you have to ensure that your data is archived.
What you need:
• Your own server infrastructure
• A timely and regular software update schedule
• Annual software updates
• A regular database backup schedule
Check the technical requirements for PANTHEON to ensure it runs effectively.
What are Connector Licenses and When Do We Need Them?
We want to ensure top-quality services for everyone using (vertical) solutions in addition to PANTHEON. Connector licenses allow users access to PANTHEON databases.
Connector licenses are obligatory for:
For more information about the exact number of Connector licenses you might need and for a quote, please contact your authorized Datalab partner or contact us directly via e-mail.
Installation Types Based on Network Configurations
Datalab PANTHEON can be installed on different computer system configurations. We typically differentiate between single-user and network installation types. The networked installation can be performed in two ways:
A special installation type is the installation into the Cloud system, where the data server is not installed at our company, but we’re using a special SQL Server hosting service.
Internet Connection
All companies now need access to the World Wide Web. Most of the business correspondence is migrating to the web (e-mail), and electronic business models are expanding quickly.
Each user of the PANTHEON software suite is required to have an Internet connection. You can use any type of Internet connection, but without one you cannot activate or upgrade the software suite.
Note that you will need high upload speeds when you’re using PANTHEON Cloud. The minimum Internet speed is 10/2 Mb (10 Mb download & 2 Mb upload). Symmetrical connections are ideal for Hosting as the download and upload speeds are the same.
Operating Systems and Databases
PANTHEON supports many (but not all) information system environment combinations. This way, you can use your existing infrastructure efficiently without having to heavily invest into new hardware or operating systems
Use non-recommended combinations at your own discretion. We do not take any responsibility and DO NOT SUPPORT THEM!
Datalab PANTHEON is written with the client-server model in mind, which is why you need a powerful data server. We’ve included the following into the setups:
PANTHEON supports the following data servers and their versions:
Because PANTHEON is meant for group work, the following network connections are supported:
The following operating systems for work stations are supported (*works, but not officially supported)
PANTHEON was designed for the Windows environment, but it can be used on Apple Mac computers with the OS X operating system and iOS mobile devices in several ways.
PANTHEON supports various terminal access methods:
System Requirements
Small Companies (e.g. 5-10 PANTHEON SE licenses)
Server:
|
Internet Access:
|
Workstations:
|
Archive:
|
Small Companies (e.g. 5-10 PANTHEON ME/MF licenses)
Server:
|
Internet Access:
|
Workstations:
|
Archive:
|
Medium Companies (e.g. 10-30 PANTHEON SE licenses)
Server:
|
Internet Access:
|
Workstations:
|
Archive:
|
Medium Companies (e.g. 10-30 PANTHEON ME/MF licenses)
Server:
|
Internet Access:
|
Workstations:
|
Archive:
|
Large Companies (more than 50 PANTHEON licenses)
*An analysis of the company must be conducted before accurate system requirements can be determined.
Server:
|
Internet Access:
|
Workstations:
|
Archive:
|
*Installation on company-internal configurations requires adequate hardware and software. All server hardware must have uninterruptible power supply, hot-swap hard drives, Gbit LAN network, etc. The configuration described above is only a general guideline. We recommend you consult your system administrator and our consultants, who will help you find the perfect solution for your needs.
Operating Systems and Databases
PANTHEON supports a wide range of different IT environment configurations, although not all possible configurations are supported. This allows you to make efficient use of your existing infrastructure without unnecessary investment in new computer hardware or operating systems.
All other configurations are used at your own risk. We accept no responsibility for them and DO NOT PROVIDE SUPPORT!
Datalab PANTHEON is based on client/server technology and requires an appropriate database server to operate.
The PANTHEON installation package includes:
PANTHEON supports the following versions of Microsoft SQL Server and their variants:
For new installations, we recommend Windows Server 2022 in combination with Microsoft SQL Server 2022.
The oldest operating system version on which SQL Server 2017 can still be used is Windows Server 2012. Since Windows Server 2012 is no longer officially supported by the manufacturer, we do not recommend using it.
Currently, the minimum recommended server operating system version is Windows Server 2016, for which extended support ends on 12 January 2027. After that date, the minimum recommended version will be Windows Server 2019.
For running PANTHEON in a networked and multi-user environment, Microsoft Windows Server 2019 is supported.
For workstations, Windows 10 is supported in the Home, Professional and Enterprise editions.
PANTHEON is supported on those versions of the Windows 10 operating system that are also officially supported by the manufacturer, including Current Branch, Current Branch for Business and Long-Term Servicing Branch. PANTHEON support for these versions continues until the end of their official lifecycle.
PANTHEON is developed for the Windows environment, but it can also be used on Apple Mac computers running OS X, as well as on mobile devices running iOS.
The following options are available:
PANTHEON supports various methods of terminal and remote access:
What Is Maintenance?
The term maintenance means all activities necessary for the flawless operation of the software, which includes assistance during setup, upgrades and migration, general user support, and other. Datalab bills such procedures in accordance with the service price list, but you can also conclude a maintenance agreement with which you’ll be entitled to a certain amount of support time (based on the type of contract), cheaper support fees, and priority treatment.
Can we change our support partner?
Our primary goal is the security and satisfaction of our users. Due to Datalab’s business structure – whereby Datalab develops the software suite, while other partner companies may be responsible for maintenance, implementation and training – a situation may arise, when a user is not satisfied with the services provided by a partner.
Datalab gives users the option to select any support partner they want without question. Users can choose their own support partner and can change it as they see fit. They only need to send an e-mail or call Datalab to let them know that they’re ending the cooperation with Partner A and are changing to Partner B or to the Datalab HQ.
Licenses and all paid-for services are the property of the user and are not bound to a partner, and are valid no matter how many support partner changes they have made.
We would like to add that each support partner best knows their users. When changing your support partner, it’s important to note that the new support partner will need to learn about the user’s business from scratch, which can lead to higher costs.
How Do Upgrades Work?
When an upgrade is triggered, PANTHEON sends the upgrade server information about the current software version.
Users may have different upgrade schedules: User A upgrades PANTHEON every month, user B skipped the last version, and user C upgraded their applications six months ago.
PANTHEON does not send any other data to the server except for system data about the installed PANTHEON software. We guarantee that your business data are kept secure during upgrades.
The upgrade server uses the version data to compile a list of changes that the user needs to install a new version.
If the user acquired new licenses (e.g. to increase the number users, extend their upgrade subscription, add new modules, or change the their licensing model), the server calculates new authorization codes and sends them to PANTHEON.
PANTHEON uses the change log to determine which new versions to request from the upgrade server. It downloads the new versions to the upgrade directory on the local server, from which the upgrades will be installed on users’ workstations.
Because the server knows which versions the user has installed, it doesn’t download all upgrades from the very first version, but only the difference relevant for the user and the currently installed version. This means that instead of 60MB of data, only approximately 10MB have to be downloaded on average. The upgrade costs are therefore much lower.
PANTHEON then runs a database structure upgrade. During the upgrade, it fixes the database structure, updates reports and procedures stored on the SQL server.
There are usually several workstations running PANTHEON in one company. To avoid having to upgrade each user’s workstation individually and avoiding unnecessary stress for systems administrators, PANTHEON automatically checks whether updates exist and installs these updates for each user.
This means that information system maintenance requirements are reduced, and upgrading is centralized. The administrator knows that by upgrading the system from their workstation, they can upgrade all workstations in the company.
What Is an Upgrade?
Business ERP is like a living organism, ever changing and evolving.. External pressures such as changes in legislation require adaptation, meaning software updates. Even more changes come from within, leading to the development and advancement of the information system, which in turn becomes even faster, more stable and generally better to use. At the same time, the underlying technology is changing as well.
It gives the user the possibility to use the latest version of Datalab PANTHEON and its new features, and ensures compliance with legislation and the environment, in which PANTHEON is used (Windows OS, Android).
For this purpose, regular software updates have to be installed, which are called upgrades. You’re entitled to an upgrade if you’ve concluded an upgrade subscription. The upgrade subscription is not included in the price of licenses, except in the case of PANTHEON Cloud.
Why Does Our Software Need to Be Upgraded and Maintained?
ERP business solutions are living organisms, and as such must change and adapt. Even external demands (legislation changes, for example) mandate new software versions. An even greater number of changes and enhancements are the result of the development of the operating system itself, and serve to make it easier to use, more stable, and faster. The technology that serves as a base of IT changes as well.
For this reason the program must be upgraded to newer versions. You are entitled to an upgrade or keeping the software up-to-date if you concluded an Update agreement. Otherwise upgrading is not included in the license price, except in PANTHEON Cloud.
Can We Intragrate Other Solutions into PANTHEON?
Due to the specific needs of PANTHEON users, there is a wide selection of vertical solutions available, developed by Datalab and Datalab’s partners. Users can upgrade PANTHEON with additional solutions for sales, document management, logistics, automation, customer relations, etc.
[Take a look at some of the solutions Datalab and its partners developed]
To link an external solution with a PANTHEON database, you’ll need a PANTHEON Connector license.
What is a Connector license and when do I need one?
We want to ensure top-quality services for everyone using (vertical) solutions in addition to PANTHEON. Connector licenses allow users access to PANTHEON databases.
Connector licenses are obligatory for:
For more information about the exact number of Connector licenses you might need and for a quote, please contact your authorized Datalab partner or contact us directly via e-mail.
Call us at +386 12 52 89 50 or write us at prodaja@datalab.si
What are the minimum hardware requirements to run PANTHEON RA?
Is the solution exclusive to Android?
The PANTHEON mobile POS is exclusive to Android devices and its full functionality depends on the device model.
The PANTHEON Retail mobile POS works on many devices. If you want to use it on tablets or smartphones, we recommend running Android version 5.0 or higher.
If you haven‘t found the answers to your questions here, you can turn to Datalab’s local support centers.
PANTHEON users can also find more information on the Usersite, which is a treasure trove of useful information.
Our consultants will help you choose the right solution for your business.
* We process the personal data you provide to us in the online form based on our legitimate interest to ensure effective business communication. The provision of data is completely voluntary. If you do not provide the required personal data, we will not able to respond to your request. You can read more about how we (securely) process your personal data in our Personal Data Protection Policy.Do it faster, more flexible, and easier - do business electronically. Digitaze your business with PANTHEON and eBusiness services.
Datalab Tehnologije d.d.
Hajdrihova ulica 28c
1000 Ljubljana
Slovenia
