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How Salesforce Partners Can Escalate Issues to Technical Support Management

Knowledge Article Number 000187189
Description

Description

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.

 

Resolution

How to escalate a case impacting your development or implementation efforts

Follow these steps if one of the following applies:

  • You are an ISV partner and have questions or issues related to your application

  • You are a System Implementer and have implementation related questions or issues

  1. Log on to the Salesforce Partner Community
  2. Click the Support Tab 
  3. Click on the link for the case you would like to escalate
  4. Click the “Escalate” button above the case

 

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:

 
  1. Call us at the numbers listed Here. Premier partners will need to provide your premier passcode
  2. Let our reps know that you would like a call back from a Support Manager 
How customers should log and escalate cases

A partner's customers should log cases directly by phone or through their Salesforce org if:

  • They have a question related to standard Salesforce functionality
  • The issue is not related to an ISV partners application
  • The issue is not related to an implementation you are doing for a customer

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.

 




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