As a Salesforce partner, can I log a case for support with a subscriber's org on the Government Cloud?
|Knowledge Article Number||000212720|
|Description||A subscriber whose organization is in the Government Cloud has contacted me for support with my app or package. Can I log a case via the Partner Community for assistance with this issue?|
|Resolution||No. In order to comply with the requirements of the U.S. Federal Government's FedRAMP program, support requests for any issue involving a subscriber/customer org in the Salesforce Government Cloud must be logged from the subscriber's org directly.
This requirement ensures proper routing and handling of the case by Premier support staff who are authorized to assist Government Cloud customers.
If you are a partner with a direct System Administrator login to the Government Cloud customer org, you may log a support case directly via the Help & Training link when logged into that subscriber/customer org.
If you do not have direct login access to the customer org, please ask your subscriber to contact Salesforce support directly, such as through the Salesforce Help Portal:
At their sole discretion, the customer may then direct Salesforce Support to work with the partner via this newly created support case, or may choose to work directly with Salesforce Support.