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getting-support.md

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Getting Support
Information on how to work with the Pantheon support team and understand the levels of support.
support, scope, customer support, help

Submit a ticket with our Support Team to request assistance on issues within our scope of support.

File a Ticket Through the Dashboard

  1. Create a support ticket from within the site Dashboard by clicking Support > Open Ticket. This will automatically include the site and user information.
  2. Select the appropriate scenario:
  • User Account Support: Select the Non-site related issue checkbox. These tickets are user-account specific.
  • Site Support: Select the appropriate site from the drop-down list. These tickets will appear for all team members.
  • Pantheon for Agencies: Select the Non-site related issue checkbox. These tickets will appear for administrative Org members.
  1. Provide important details:
  • Give the steps to reproduce the issue, including URLs or paths to files.
  • The environment being affected (Dev/Test/Live), if applicable.
  • When the issue began.
  • The error message, if applicable.
  • Links to screenshots or screencasts of the behavior, if necessary.

##Other Ways to Contact Support If you cannot sign in to your Pantheon Dashboard:

Service Level Agreement (SLA) for Downtime

Support tickets filed by Elite plans have a first acknowledgement of receipt guarantee:

  • Downtime ticket: 30 minutes
  • Standard support ticket: 2 hours

For more information, see our Service Level Agreement page.

Phone Support

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Business Plan Elite Plan
Two 30-minute calls per month with a Senior Customer Success Engineer (scheduled in advance via a support ticket). Unlimited phone support with a Senior Customer Success Engineer (scheduled in advance via a support ticket) and 24/7 emergency support.

##FAQs

####Is there a support number we can call? If so, is this service available for every plan?

For Elite plans only, 24/7 emergency support is available post-launch, and we provide an emergency support number to page on duty engineers. For more details, see Elite Plan Support Overview.

####If we open a ticket, do you provide 24/7 support for outages, or are there time restrictions? You can file a downtime ticket for outages on our Support page, and we provide 24/7 on-call support for all platform issues affecting paying sites.

####When will you respond after we file a ticket? Our guaranteed first response time for Elite plan downtime tickets is 30 minutes and 2 hours for standard tickets. For other paying tiers, we provide best effort resolution time for all tickets on a highest priority, first-come basis.

####Is 24/7 phone support available for Business plans? No, but we do provide two monthly scheduled calls with a Senior Customer Success Engineer for Business plans. Elite plans have access to an emergency line to page the on-call staff 24/7 regarding downtime issues.