Site owners who opt to use the hosting solution through the Pantheon contract should have the technical knowledge and skills to create their own accounts, and build and maintain their own sites.

Neither Pantheon nor CIT Hosting Services provide support for basic Drupal or WordPress questions, or other issues unrelated to the Pantheon hosting service. 

If you need site building, design, or ongoing support/maintenance, contact Cornell's Custom Web Development (CWD) group to discuss your project and maintenance needs. CWD's for-fee services help departments and groups build, support, and maintain Drupal or WordPress sites.

Pantheon Customer Support

When you start a chat or open a support ticket from your Pantheon dashboard, your request is sent to Pantheon's customer support team. Pantheon's support team is available to help you resolve problems with Pantheon tools and services. The Pantheon team does not help with basic Drupal or WordPress questions. Cornell site builders/owners who use the Pantheon hosting service are expected be able to build and support the site themselves, or work with Cornell's Custom Web Development team or another vendor to assist.

Before contacting Pantheon customer support check these resources for an answer to your problem:

• Pantheon Knowledge Base
• Drupal.Org Documentation
• WordPress.Org Documentation

Examples of appropriate questions for Pantheon customer support:

• Your Pantheon-hosted website is unreachable and you don't know why. 
• Functionality on your Pantheon dashboard does not appear to be working.
• You need to move your site to the Cornell University Organization

CIT Hosting Services Support

Pantheon support and billing form -- use this form to:

• Request a custom domain (and SSL) on your Pantheon site(s)
• Change the service level/billing information

You can also contact CIT Hosting Services at cit-hosting@cornell.edu. This CIT team is available to resolve issues related to Cornell Hosting Services relationship with Pantheon. The Hosting Services team does not assist with basic Drupal or WordPress questions. 

Examples of appropriate questions for the CIT Hosting Services team:

• I have a question about billing for my Pantheon-hosted site.
• I want to change the billing plan for my Pantheon-hosted site.
• I have a question about launching my Pantheon-hosted site.

Compose clear and detailed support requests

If you submit a support request to CIT Hosting, please include the following (if applicable):

• A clear statement of the issue
• The URL of your Pantheon site e.g. dev-EXAMPLE.pantheonsite.io
• A list of steps by which we can repeat your problem

General Drupal/WordPress support

If you need help with a general Drupal question, here are some free resources:

• The Drupal Answers Q&A site: http://drupal.stackexchange.com/. This resource is easier to use than the Drupal site, and often returns more relevant information.
• The Drupal.org general documentation site: https://www.drupal.org/documentation.
• The Drupal.org page for a specific contributed module or theme. Find the module or theme page. In the sidebar, you may see a “Read documentation” link if the project's authors have written any documentation. You can also search the project's issue queue. Follow the “Advanced search” link under “Issues for (module name)” in the sidebar to search by keywords. If you have an account on drupal.org, you can submit support requests.
• WordPress.Org Support and Blog offers lots of information and tips for working with your site.
• LinkedIn Learning has Drupal and WordPress related training videos that are free to Cornell Staff and Faculty
• Visit the CIT Training website to see what classes are coming up or scheduled.

Cornell Custom Web Development is available on a for fee service. They work with many groups and sites on campus (Drupal or WordPress). Submit a General Support form with your questions or web site projects.