Support
How to reach Pantera support and what response you can expect. This page forms part of our Terms and Conditions and is referenced in Sections 11.1 and 17.2 of those Terms.
Effective date: September 9, 2026 · Last updated: September 9, 2026
Contact
Channel
Use it for
Address
Support
Technical issues, questions about automations, account and access
support@getpantera.com
Security
Suspected unauthorized access, vulnerabilities, security incidents
security@getpantera.com
Privacy
Data subject requests, sub-processor lists, Data Processing Agreements
privacy@getpantera.com
Legal
Contractual matters and dispute resolution under Section 11.2 of the Terms
legal@getpantera.com
Intellectual property
Copyright, patent and trademark claims
ip@getpantera.com
Support hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. EST, excluding United States public holidays.
Response targets
When you open a ticket, tell us the impact. We classify as follows.
Level
Definition
Response target
S1 · Critical
The Platform is unavailable, or a production automation is failing with material impact on the customer’s operation, with no workaround
4 support hours
S2 · High
A core function is degraded or an automation produces incorrect results, with a workaround available
1 business day
S3 · Normal
A non-critical defect, a configuration question or a change request
2 business days
S4 · Low
Documentation, general enquiries and feature suggestions
5 business days
Response target means the time to a first substantive human response within support hours. It is not a resolution time.
If an S1 or S2 ticket has not received a response within the target, reply to the ticket with the word ESCALATE in the subject line, or write to legal@getpantera.com referencing the ticket number. Escalated tickets are reviewed by the Chief Operating Officer.
Commitments
The response targets on this page are operational objectives. They describe how we work, they apply to all customers, and we publish them so you know what to expect.
Contractual availability commitments, guaranteed response and remediation times, and service credits apply only where a Service Level Agreement has been executed and attached to the applicable Order Form. Absent such an executed agreement, no contractual availability or response-time commitment applies, as set out in Section 17.2 of our Terms and Conditions.
Enterprise customers who require a Service Level Agreement can request one at legal@getpantera.com.
Our internal engineering objectives are a recovery time objective of 4 hours and a recovery point objective of 1 hour. These are internal targets reviewed quarterly. They are not a contractual commitment and do not give rise to service credits.
Planned maintenance that may affect availability is announced by email to account administrators at least 48 hours in advance. Emergency maintenance to address a security or stability risk may be performed without advance notice, with notification as soon as practicable.
Scope
Diagnosis and correction of defects in the Platform
Support on the configuration and operation of automations already delivered
Guidance on connecting authorized systems
Access to product documentation
Development of new automations, changes to the scope of an existing automation, integration with new systems, and training sessions are delivered under a statement of work and are not part of standard support.
Security
Pantera runs on Google Cloud Platform and follows industry practices for data protection, access control and operational security.
Encryption: AES-256 at rest and TLS 1.2 or higher in transit.
Access control: role-based access with least privilege and multi-factor authentication for production.
Audit logging: centralized logging of system access and changes.
Infrastructure: network isolation, firewall rules and automated vulnerability scanning.
Incident response: documented procedures with defined escalation paths and post-incident review.
SOC 2: Pantera operates a SOC 2 readiness program administered through Drata. No SOC 2 report has been issued to date and Pantera does not represent that it holds a SOC 2 certification.
Report suspected security incidents to security@getpantera.com at any time, including outside support hours. Where an incident affects personal data, notification follows the process in our Privacy Policy, including notice to the affected customer within 72 hours of Pantera becoming aware.
Our team is here to help with any question about the platform, your account or security. Tell us the severity level when you write.
Pantera AI, Inc. · 1415 Coral Ridge Dr, Fort Lauderdale, FL 33304, United States · +1 786 301 6313
AI digital workers that execute finance operations on the systems you already run.
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Fort Lauderdale, United States
Mexico City, Mexico
Bogotá and Medellín, Colombia