Case Study: Pantheon achieves faster customer support SLAs with PagerDuty

Pantheon Partners With PagerDuty to Meet Customer Support SLAs

Pantheon, a WebOps platform serving over 300,000 websites, needed a better way to meet customer support SLAs and provide reliable 24/7 support. Before using PagerDuty, emergency tickets were handled like routine issues, making it difficult to escalate incidents, prioritize urgent problems, and respond quickly outside normal hours.

Pantheon implemented PagerDuty for on-call and incident management, integrating it with Zendesk and Slack to automatically open tickets, route alerts, and escalate issues through support severity levels. With PagerDuty, Pantheon now resolves major incidents faster, typically acknowledges them within two minutes, and offers premium customers a 15-minute-or-less response time, improving SLA performance and support reliability.

Pantheon

Sarah German

Support Manager