Support
Pantheon offers a range of support options for Content Publisher, such as debugging assistance and faster response times for mission-critical sites. Every paid Content Publisher tier will come with a default support package, with the option to purchase additional, higher support tiers if your team needs more robust response times and coverage.
For existing Pantheon customers, we check the current support tier of your Pantheon Workspace and use whichever one is higher.
Content Publisher tier | Free | Professional | Enterprise | Existing Pantheon Customers |
Silver | Silver, but can optionally purchase Gold. | Gold, but can optionally purchase higher tiers. | Inherit existing Pantheon Workspace support tier. |
For more information about what is covered with each support tier, please refer to our Pantheon Scope of Support. For questions on purchasing higher tiers, Pantheon's Sales and Billing teams are generally available on business days, Monday through Friday, 9AM to 5PM PST.
Pantheon’s Support is here to help your team succeed with Content Publisher, no matter where your site is located. Our Content Publisher packages feature a range of support benefits including basic guidance to more comprehensive support.
While we have limits to the scope of support we can provide for Content Publisher, our Professional Services team can be contracted to help unblock you in areas that fall outside of support scope. Please contact Sales if your requirements fall outside the scope outlined below.
Pantheon will assist in identifying where you may be stuck within the Content Publisher workflow and help get you pointed in the right direction. We offer documentation and guidance to help walk you through the necessary steps to get Content Publisher to publish to your site.
Content Publisher functions due to multiple pieces of technology working together, called “components”. These components include our Google Add-on, Collections Dashboard and settings, Webhooks, and API connections.
Pantheon support can help guide your team through expected steps and confirm that the components are installed and the settings are correct to publish your content successfully. Changes to the components, such as settings and configurations, are the responsibility of your team, but support can help audit where misconfigurations may exist.
Pantheon is not responsible for adding, removing, or adjusting the permissions of users within Content Publisher or any of its components. If a Collection’s owner becomes unreachable, submit a support ticket to get ownership transferred to a different Administrator within the Collection. In cases where there are no other Administrators, Pantheon Workspace members can have ownership transferred instead. If the Collection has no other Administrators, and is not connected to any Pantheon Workspaces, Pantheon cannot transfer ownership, and a new collection must be created and reconfigured.
Your content belongs to you, and Pantheon’s support team should never be added to your Google Doc. Pantheon can assist your team with Google Doc issues through screenshots, screen recordings, or descriptions. It is your responsibility to ensure only authorized users are able to access your Google Doc.
Content Publisher allows you to create custom interactions between your site’s content, including the use of Smart Components and other API-driven endpoints. Pantheon provides documentation on how to interact with these tools and can help review the settings, but your code belongs to you, and our support team does not change customer code.
Pantheon does provide technical support for all interfaces of Pantheon’s products, as well as Content Publisher’s compatibility with Drupal, WordPress, NextJS. While we cannot guarantee that every Drupal module and WordPress plugin will work, we take responsibility for the availability and proper functionality of Content Publisher itself. If issues arise within Content Publisher, we will collect information and feedback, and resolve issues where possible.