Support

Pantheon supports installation and configuration of Front-End Sites hosted on the platform. Support includes use of the documented workflows as defined in this guide.

What is Included in the Scope of Support?

Technical Support covers issues related to the following:

• Intake customer cases via ZenDesk and LiveChat
• Troubleshoot customer cases related to the platform
• Enable customers by providing related documentation, where to access logs, and when appropriate share similar case studies that provide a solution for the customer in line with the product life cycle.
• Advocate for customers by validating and reporting bugs, feature requests, and improving platform documentation in line with the product life cycle
• For business-critical incidents or outages that cannot be resolved by the customers or Pantheon support, escalate the issue to our support engineers by opening a general support ticket or an emergency ticket. Emergency tickets are only available to Diamond and Platinum customers.

Technical Support for Pantheon Front-End Sites does not include the following:

• Debugging custom applications and code
• Customization of solutions, templates, or tools; including unsupported software functionality.
• Troubleshooting issues specific to customer-developed code.
• Consultation on administration, configuration, performance, or security.

How do I File a Bug or Get Support?

Pantheon has a limited scope of support for early access products. For assistance with your Front-End Site you can email [email protected]. You will receive a response within one business day.

Visit us during Pantheon Office Hours or connect with us on Slack in the #front-end-frameworks channel to ask questions about decoupled architecture or get help with a Pantheon Front-End Site.