Frequently Asked QuestionsDiscuss in our Forum Discuss in Slack
Can I request a feature be added to the platform?
Yes. For more details, talk to your Customer Success Manager or contact sales.
Is there a support number we can call? If so, is this service available for every package?
Diamond and Platinum customers have access to Pantheon On-Call, which includes an emergency 800-number to page an on-call engineer. For more details, contact sales.
If we open a ticket, do you provide 24/7 support for outages, or are there time restrictions?
Diamond, Platinum and Gold customers can file a downtime ticket for outages on our Support page, and we provide 24/7 on-call support for all platform issues affecting Diamond and Platinum customers.
What if I can't login to the Pantheon Dashboard?
If you are unable to log in, try resetting your password.
How can I review my chat threads?
Access support history for chats in the User or Site Dashboards by selecting Support > Launch Chat.
Can I start a chat session via email?
No. Initiate chats via the Pantheon User or Site Dashboards.
Can I respond to an existing chat message via email?
Yes. Reply directly to the email thread to continue an existing chat session and update the chat history on the Dashboard.
Who do I talk to about billing questions?
The best way to get help with your billing questions is to contact our support team via chat or through a ticket.