Pardot Knowledge Base

How do I contact Pardot Support?

Last Updated: Jul 05, 2016 | Print this Article
 

If you're having a technical issue that you need help with, reach out to our Support Team. This article covers your options for contacting us.

If you cannot log in to your Pardot account, click here for more help.

Contacting Support

There are a few different options for contacting the Support Team, depending on your Pardot Edition:
  Standard Pro Ultimate
Web form/Portal X X X
In-app chat   X X
Return-call phone     X

Support Portal

All clients can contact the Support Team from the Knowledge Base by clicking the Customer Resources link in the sidebar, and then clicking I'm having a technical issue

Customer Resources Sidebar From the Support Portal you can open new cases, or see, update, close or reopen your existing requests.

Chat

Clients with Pro and Ultimate editions can use in-app chat to contact support. Click here for help. 

Return-call Phone Support

Clients with Ultimate edition can get return-call phone support. Open a case from the Support Portal, give us the details of your issue, and let us know you need a call. We'll find the right expert to help with your issue.

Hours of Operation

Our Support Team is available 24 hours a day, Monday through Friday (ending Friday at 8pm EST). We're available through the Support Portal, and clients with chat support can log into Pardot and chat directly with a member of the Support Team.

Having Trouble Contacting Us?

Only current Pardot customers are able to log into the help portal. If you are not currently a Pardot customer, you should be! Contact our Sales team to learn more about Pardot (click "Contact Sales" here). Pardot customers are able to access the help portal via Single Sign On if they are currently logged into Pardot.
  • If you are not logged into Pardot and you click the I'm having a technical issue link, you will be directed to the Pardot login page. Enter your Pardot username and password, and you'll be redirected to the help portal.
  • If you are a Pardot customer, but do not have a Pardot-specific login (for example, you access Pardot through Single Sign On with Salesforce), simply log into Salesforce and navigate to a Pardot page before accessing the help portal.
  • If you are a new Pardot customer and don't yet have your login, talk to your Pardot Administrator or your Implementation contact.
If you are a current customer and are having trouble logging into Pardot, please see this article for more help.

Which Severity Level Should I Choose?

Level 1 - Critical: Critical production issue affecting all users and instances, including system unavailability and data integrity issues with no workaround available. Note: This level cannot be selected on a case. Follow Level 1 issues at trust.pardot.com.

Level 2 - Urgent: Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.

Level 3 - High: System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.

Level 4 - Medium: Inquiry regarding a routine technical issue; training or ‘how-to’ question; inquiry regarding application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available.

Not receiving case replies via email?

If you're not receiving case replies from Pardot Support via email, you may need to have your IT team whitelist the email addresses and IPs we use to send them:
  • support@pardot.com
  • api@pardot.com
  • 50.31.156.96/27
  • 50.31.156.96 - 128
You can always view all of your cases and case replies by visiting your Support Portal

Need more? Start a conversation with other Pardot users in our Success Community