How Salesforce Partners Can Escalate Issues to Technical Support Management
|Knowledge Article Number||000187189|
At Salesforce, we take pride in our Customer (and Partner) Satisfaction and Loyalty. If you need to escalate a support case for any reason, please refer to the information below. This document is intended for Salesforce ISV, Reseller or SI Partners and will tell you how you can escalate your own partner technical support cases or cases on behalf of a customer.
How to escalate a case impacting your development or implementation efforts
Follow these steps if one of the following applies:
Note - Issues logged by Basic Partners are subject to a 2 business day response target. If you are experiencing a Severity 1 issue, where a Production Salesforce org is not accessible or users cannot login, please follow the escalation steps below.
If you would like to escalate the case further or engage Technical Support Management directly, follow these steps:
A partner's customers should log cases directly by phone or through their Salesforce org if:
If your customer has to escalate a case, they can follow the escalation process described here.
Note - Standard Success Plan customers should log technical support cases under their own company’s account for non partner related application or implementation issues. Cases logged for standard customers by Premier Partners will be handled as standard support cases if they are unrelated to an ISV application or partner implementation.