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Help Desk

Help Desk

Help Desk

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The Help Desk section of the User Site is for posting support requests (incidents) and answers to them, along with a history of requests.

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Related Topics

Creating a new incident

Adding an answer to an incident

Browsing incidents

Help Desk toolbar

Writing efficient incidents

 

Multi-Level Support

PANTHEON users are entitled to support from their Datalab partner. This is so-called first-level support where users post their questions regarding PANTHEON to Help Desk, where their support provider handles them.
000001.gif It is important that users formulate their problem in clear and concise manner, because it allows a faster and more efficient treatment of the issue, as well as saves time in the support system.

Guide: Writing efficient incidents

 

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Forwarding incidents to Datalab

If your support provider (Datalab partner) cannot solve your issue, possibly because of a bug in PANTHEON, the incident is forwarded to second-level support, this is Datalab's support service. The Datalab partner then creates a new incident for Datalab, which is handled independently from the initial incident. After Datalab closes the incident, the Datalab partner forwards the solution in the initial incident to the user.
000001.gif Users with the Upgrade Agreement+ are entitled to contact Datalab directly for support.
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