Using Priority Enterprise Support

Details on using the Pantheon Enterprise Support Feature on your Drupal and WordPress sites.


For organizations that want the highest level of support for their whole team, Priority Enterprise Support provides the assurance of SLA-backed 24/7/365 emergency support for downtime and business critical issues, expedited responses to standard support tickets, and expert onboarding and training.

Priority Enterprise Support is great for:

  • Enterprise Organizations who want the best support for developers across their organization
  • Resellers who want Pantheon on-call so they can provide even better service to their clients
  • EDU+ Organizations with a central IT team who want to provide Pantheon as a service across their institution

If you're interested in adding the Priority Enterprise Support feature, contact Sales.

Pantheon On-Call Support Feature

Pantheon On-Call is our highest level of support. It is our commitment to responding rapidly to any team emergency, 24/7/365. Pantheon On-Call should be used for critical business issues and emergencies like site downtime, problems with a launch, or workflow issues that are blocking your team. Once triggered, the issue enters our highest tier of support, paging our team if necessary, to receive an immediate response and escalated attention.

Pantheon On-Call is included in your site’s Elite plan or as part of your organization’s Priority Enterprise Support package.

Support Ticket Options

On the Support page, you'll have two options for submitting tickets: "Open support ticket" and "On-Call Support".

Priority Enterprise Support Options

Submit a Regular Support Ticket

You should submit this type of ticket for issues or questions that do not involve site downtime. Your ticket will be prioritized higher in the queue and Support will typically respond within two hours during regular business hours.

  1. From anywhere in your Organization Dashboard, click Support.
  2. Click Open support ticket.
  3. Choose the site and ticket type.
  4. Enter a subject (summary of your issue).
  5. Provide important details in your request:
    • 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.
  6. Click Open Ticket.

Submit a Pantheon On-Call Ticket

You should only open an emergency ticket when your site is down or there is a business critical issue (e.g. development team blockers and urgent deadline-driven questions) that you need immediate help with. On-call support is available 24/7/365 and we guarantee escalation in 60 minutes.

  1. From anywhere in your Organization Dashboard, click Support.
  2. Click Trigger On-Call Support.
  3. Enter a subject (summary of your issue).
  4. Choose if it is a Site or Organization issue.
  5. Enter the phone number you'd like the on-call engineer to call.
  6. Provide important details in your request:
    • 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.
  7. Click Submit On-call Ticket.