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Premier, Premier Plus, and Signature Success: Developer Support

Data pubblicazione: Apr 21, 2026
Descrizione

Developer Support is provided to Premier, Premier Plus, and Signature Support customers on a per-cloud basis.  For implementations that encompass multiple cloud products (Core, Marketing Cloud, etc.), developer support will only be available for those products covered by a Premier, Premier Plus, or Signature Support Success Plan.


Example: Customer has an integration between Sales Cloud and Marketing Cloud.  Marketing Cloud is covered by a Premier Success Plan, while Sales Cloud is covered by our Standard Success plan.


Customer submits a developer support case for Marketing Cloud, but after troubleshooting, it’s determined to be a Sales Cloud issue.This case ‌no longer qualify for Developer Support, unless a Premier or Premier Plus Success plan is purchased for Sales Cloud.


Notes:  

  • Developer Support is provided to Customers’ Designated Contacts responsible for developing, troubleshooting, and deploying code within Customer’s organization.
  • Customers’ Designated Contacts are required to provide a reproducible environment (sandbox or development) to debug the issue, unless the issue only happens in production environment.
  • All developer support recommendations will strictly adhere to Salesforce best practices. 

Refer to the Create a Support Case article to find more info on how to create a case with salesforce support.
 

Risoluzione

 

Salesforce Core Platform

What can Core Developer Support help with?

  • Troubleshoot Salesforce error messages
  • Analyze and debug existing error messages and/or performance issues and provide recommendations for Apex and Visualforce code (troubleshooting of code not to exceed 200 lines per case for Premier or Premier Plus, or 5,000 lines per case for Signature Support)
  • Ensure that the code submitted follows the latest Developer Guide for Creating Force.com (Apex) and Force.com pages (Visualforce)

 

Supported Core Development request topics:

 

Topic

Details

Included

Apex/Visualforce
  • Salesforce error message troubleshooting and analysis 
  • Debug and troubleshoot issues related to Salesforce governor limits and help with temporary/permanent limit increases, if possible
  • Share Apex and Visualforce best practices through available developer documentation and knowledge articles
  • Troubleshooting errors in custom code (Apex, VF, and Lightning only)
  • Analyze and debug error message and/or performance issues with Apex and Visualforce (up to 200 lines for Premier or Premier Plus, and 5,000 lines for Signature Support, when a Salesforce error message or performance degradation occurs)
Yes
API
  • API performance troubleshooting
  • Salesforce API error message troubleshooting and analysis (related to SOAP API/REST API/Bulk API/ Streaming API/Metadata API/Tooling API etc.)
  • Salesforce API best practices
  • Clarification of API Documentation

Yes*

SOQL/SOSL
  • Troubleshoot error messages and/or performance issues with SOQL query
  • Adding custom indexes to SOQL queries when applicable
  • SOQL/SOSL best practices

Yes

Visual Workflow
  • Troubleshoot flow designer and flow runtime errors
  • Flow issues in Field Service Lightning

Yes

Shield (Event Monitoring/Field Audit Trail)
  • Event logs missing/not generated
  • Debug issues related to Data Discrepancy between the EventLogFile records and what is seen in the Event Monitoring Analytics App
  • Debug and troubleshoot Salesforce error message
  • Best practice guidance via available resources and documentation for Field Audit Trail

Yes

Packaging and Deployment
  • Deployment errors related to Apex code or Visualforce pages
  • Work with Partners to debug and troubleshoot custom code issues in partner managed packages
  • Debug and troubleshoot errors in post-install script
  • Debug and troubleshoot errors related to deployment via SFDX
  • Deployment errors (Deploying from Scratch org to Scratch org, Deploying from Scratch org to Source org). Any continuous deployment errors (e.g., running tests when deploying code)

Yes

Authentication
  • Debug authentication errors with connected apps 
  • Debug and troubleshoot Salesforce SSO issues
  • Certificate issues concerning certificate expiration, renewal and best practices to update the certificate. Debug and troubleshoot SSL Certificate errors related to SSO, API/Integration, Apex callouts, Outbound Messaging

Yes

Open CTI
  • Troubleshoot errors with Open CTI. (Note: Custom JavaScript, setup, and walkthrough of CTI setup are unsupported. CTI Desktop Toolkit is also unsupported (End of Life))

Yes

Sites and Communities
  • Debug and troubleshoot issues with Communities using Salesforce tabs +VF template
  • Debug and troubleshoot issues with Salesforce Sites (a.k.a. Force.com sites)
  • Troubleshoot issues that are directly tied to custom Lightning Components in Sites and Communities

Yes

Chat (formerly LiveAgent)
  • Debug and troubleshoot Live Agent issues and errors related to custom pre-chat forms (involving Apex/Visualforce)

Yes

Lightning
  • Troubleshoot errors related to Lightning Components, Apex code, Visualforce pages, code related to Lightning and JavaScript using aura framework
  • Debug and Troubleshoot errors related to Lightning Web Components 

Yes

External Objects
  • Troubleshoot Integration, sync, search and code-related issues in External Objects

Yes

Data Loader Command-Line Interface (Data Loader CLI)
  • Debug and troubleshoot Data Loader CLI errors

Yes

 

EXCLUDED ITEMS 


Salesforce Core Developer Support does not include the following:

  • Architecture design suggestions, custom JavaScript, HTML and CSS 
  • Debug and troubleshoot of more than 200 lines of code for Premier or Premier Plus, or 5,000 lines of code for Signature Support
  • Creation of code, including SOQL queries, or pre-release regression testing
  • Troubleshoot/debug of third-party applications
  • Providing ad-hoc reports. This includes requests for Community Bandwidth usage, API usage, or reports related to slow performance/timeouts.  Note that Salesforce does have partner apps on AppExchange and products like Event Monitoring that can help with this type of reporting.
  • Build/design/redesign code or configure custom logic for apex/js/lwc (i.e. "this code doesn't do what i want it to")
  • Build/design/redesign flows or configure custom logic for flow (i.e. "this flow doesn't do what i want it to")
  • Support of pre-release beta features
  • Deletion of records in your Org
  • Load testing

Salesforce CPQ & Billing

What can CPQ Developer Support help with?

  • Ensure you are following best practices for creating Force.com Code (Apex) and Force.com Pages (Visualforce)
  • Analyze, debug and provide recommendations for Apex and Visualforce code containing 200 lines or less for Premier or Premier Plus, or 5,000 for Signature Support.
  • Analyze, debug and provide recommendations for CPQ Plugins code (Page Security Plugin, Quote Calculator Plugin, Product Search Plugin, Document Store Plugin) containing 200 lines or less.
  • Troubleshooting and Analyzing Salesforce error messages while using Salesforce CPQ & Billing

Supported CPQ Development request topics: 
 

Topic

Details

Included

Apex/Visualforce
  • Functional description of objects, methods and properties
  • Salesforce error message troubleshooting and analysis
  • Force.com Apex and Visualforce best practices
  • Analysis and debugging of Force.com Apex and Visualforce (up to 200 lines for Premier or Premier Plus, or 5,000 for Signature Support)

Yes

Salesforce CPQ Plugins
  • Analysis and troubleshooting

Yes

Billing Integrations
  • Troubleshooting pre-built Payment Gateway integrations (Cybersource, PayFlowPro, Payeezy, Authorize.net)
  • Note: Avalara for Salesforce Billing is no longer supported by Salesforce

Yes

Visual Workflow
  • Troubleshoot flow designer and flow runtime errors

Yes

Error message troubleshooting and analysis
  • Non-selective query against large object type (more than 100,000 rows)
  • Query is either selecting too many fields or the filter conditions are too complicated
  • Too Many SOQL Queries
  • Too Many DML Statements, Too Many DML Rows
  • Apex CPU Time Limit Exceeded
  • Heap Size Too Large
  • Maximum Stack Depth Exceeded
  • JSON String exceeds Heap size
  • Input Too Long
  • Unable to connect to server transaction aborted timeout
  • Too many queueable jobs

Yes

 

EXCLUDED ITEMS

Salesforce CPQ and Billing Developer Support Developer Support do not include the following:

  • Architecture design suggestions
  • Reviewing more than 200 lines of code for Premier or Premier Plus, or 5,000 for Signature Support
  • Creation of code, including SOQL queries, pre-release regression testing
  • Troubleshoot/debug of third party applications
  • Providing ad-hoc reports. This includes requests for Community Bandwidth usage, API usage, or reports related to slow performance/timeouts
  • Support in languages other than English

Salesforce Marketing Cloud

What can Marketing Cloud Developer Support help with?

  • Documentation and best practice advice on Marketing Cloud use
  • Provide break-fix support to known operational, custom Marketing Cloud client solutions
  • Provide error message troubleshooting to solutions currently being implemented

 

Supported Marketing Cloud Development request topics:

 

Topic

Included in Developer Support

Included

Ampscript Code Review
  • Review and correct one block/layer of AMPscript code1
  • (Sig Only) Review and correct multiple blocks/layers of AMPscript

Yes*

SQL Code Review
  • Review and optimize query activity for up to two tables using JOIN syntax 2
  • (Sig Only) Review and optimize query activity for multiple tables using JOIN syntax2

Yes*

API Code Library: REST
  • Review code and provide error support of MC REST API Code

Yes

API Code Library: SOAP
  • Review code and provide error support of MC SOAP API Code

Yes

Server-Side JavaScript (SSJS)
  • Review up to 200 lines of code3
  • (Sig Only) Review up to 5000 lines of Code3 

Yes*

SDK
  • Review code and provide error support of MC SDKs3

Yes

Custom Report/ Data Extract
  • Review and provide error support of Custom Data Extract or Reports4

Yes


EXCLUDED ITEMS 


Marketing Cloud Developer Support does not include the following:

  1. Customer must provide AMPscript code
  2. Customer must provide SQL statement
  3. Excludes creating or providing call examples in a specific coding language
  4. Only includes data extract/report created via Marketing Cloud professional services engagement. Excludes creating or modifying custom data extract or report

 

Account Engagement

What can Account Engagement Developer Support help with?

  • Best practice advice for using the Account Engagement API
  • Account Engagement error message troubleshooting and exception handling
  • Basic Salesforce error message troubleshooting, as it pertains to Account Engagement

Supported Account Engagement Development request topics:

 

Topic

Included in Developer Support

Included

Account Engagement API Authentication
  • Review and troubleshooting of OAuth setup
  • Troubleshoot API authentication errors

Yes

Error Codes and Messages
  • Review and troubleshooting of numerical error codes as documented here
Yes
Data Import and Augmentation
  • Review and troubleshooting of GET and/or POST requests
Yes
Data Export
  • Review and troubleshooting of GET and/or POST requests
Yes
Read and Query Operations
  • Review and troubleshooting of GET requests
Yes
Enhanced Segmentation
  • Review and troubleshooting of GET and/or POST requests
Yes
API Email Sends
  • Review and troubleshooting of GET and/or POST requests
Yes

 

EXCLUDED ITEMS 

 

Account Engagement Developer Support does not include the following:

  • Creation of code, including HTML, CSS, JavaScript, PHP or other languages
  • Custom code troubleshooting in Account Engagement
  • Account Engagement API call creation

 

Marketing Cloud Personalization

What can Marketing Cloud Personalization Developer Support help with?

  • Documentation and best practice advice on Marketing Cloud Personalization use
  • Provide break-fix support to known operational, custom Marketing Cloud Personalization client solutions
  • Provide error message troubleshooting to solutions currently being implemented
     

Supported Marketing Cloud Personalization Development request topics:
 

Topic

Included in Developer Support

Included

Campaign for any ChannelCampaign Review: Review and make recommendations on up to 5 campaign settingsYes
Web
  • Action Map and Catalog Map
  • Site Maps
  • Templates
Review up to 200 lines of code and make recommendations 		Yes
EmailOpen-Time Templates: Review up to 200 lines of code and make recommendations Yes
MobileSDKs: Review up to 200 lines of code and provide error support for Marketing Cloud Personalization SDKsYes
API Calls, Server-SideAPI Code Library: REST - Review up to 200 lines of code and provide error support of Marketing Cloud Personalization REST API CodeYes
ETLReview up to 200 lines of code and make recommendationsYes


EXCLUDED ITEMS
 

Marketing Cloud Personalization Developer Support does not include the following:

  • Web Classic: Perform any new full action maps or catalog maps for new site or site designs. Clients must implement new sites or site redesigns on the Web Campaigns and Templates System using sitemaps.
  • Build new templates or sitemaps from scratch. Clients must leverage blueprint sitemaps and web campaign templates to implement the site and campaigns themselves, with a Partner or by using Salesforce Professional Services.
  • Build custom ETLs from scratch. Client or Partner or Salesforce Professional Services must leverage blueprint ETLs to implement ETL.
  • Implement the SDK into your mobile app.
  • Create or provide call examples in specific coding languages.
  • Create or Modify custom data extract or report.
  • Directly make any code changes.
 

 B2C Commerce


What can B2C Commerce help with?
  • Review and provide feedback for configurations and customizations made by or for the Customer to the Commerce Platform Services Custom code
  • Suggestions and guidance to help with issues encountered in any environment (including sandboxes) as further described in the table below.
  • Up to 50 hours of Developer Support is included in the Commerce Cloud Premier Success Plan, and up to 100 hours of Developer Support for Signature Plans, per Subscription Year

 

Supported B2C Commerce Development request topics:

 

Topic

Included in Developer Support

Included

Commerce Cloud Digital

Analysis and troubleshooting of customizable modules in Business Manager, including:

  • Online Marketing (i.e. Setup Promotion / Campaign / Coupon
  • Setup / Usage of Custom Attributes / Custom Objects
  • Site URLs (i.e. Aliases configuration / Mapping / Redirects)
  • Site Preferences (i.e. Search / Basket / Orders)
  • Payment configuration
  • Customer Service Center
  • Custom Jobs/System Jobs

Integration and usage of non-productized modules, including

  • Marketplace (LINK) and customer-implemented certified cartridges (i.e. Payment / Recommendation)

Yes*

Commerce Cloud API
  • Functional description of objects, methods and properties
  • Explanation of quota / governance limits
  • Commerce Cloud log message troubleshooting and analysis
  • Analysis, debugging, repair recommendations for code customizations (including 3rd party integrations)
  • API performance troubleshooting
  • Commerce Cloud API Best Practices

Yes

Commerce Cloud OpenCommerce API (OCAPI)
  • Clarification of API documentation
  • Analysis and debugging of hook implementations

Yes

Commerce Cloud Digital Development Studio
  • Error message troubleshooting
  • Best practices

Yes

Commerce Cloud Einstein
  • Troubleshooting, implementing code integration
  • Einstein configuration in Commerce Cloud Business Manager (Not initial enablement)
  • Troubleshooting template, feed and report customization

Yes

Code and Performance
  • Code and performance review/audit
      Yes

Pre-Sale/Event
  • Pre-sale/event scalability assessment
      Yes

 

EXCLUDED ITEMS 

 

B2C Commerce Developer Support does not include the following:

  • Architecture best practices, recommendations or changes
  • Development & deployment of new code, including SOQL queries (non break-fix)
  • Development & deployment of new customized features
  • Pre-release regression testing
  • Support of pre-release/beta features
  • Load testing
  • Proactive monitoring of performance measures
  • Providing ad-hoc data requests for any custom B2C Digital Database queries (i.e. Customer data / Order Data / Baskets)
  • Providing ad-hoc data requests for any custom OM reports
  • Providing optimization & tuning for custom reports (SRRS) on OM
  • Support for non-hosted application code base (i.e. mobile app developed in Objective-C)
  • Support in languages other than English
 

B2B Commerce


What can B2B Commerce help with?

  • Troubleshooting error messages on non-performant functionality to determine if product or code related (200 lines or less. 5000 lines or less for Signature)
  • Performance issues relating to a specific issue or root cause only
  • Filing investigations with the Salesforce Product Engineering team for product or platform issues that are found
  • Finding and sharing product documentation
  • Creating or sharing Known Issue documentation


Supported B2B Commerce Development request topics:
 

Topic

Included in Developer Support

Included

B2B Classic
  • Troubleshooting Page Include extensions written in Apex or Visualforce
  • Error messages received from CCRZ APIs
  • Troubleshooting configuration or logic extensions related to Cybersource Market Template
Yes
B2B LE
  • Troubleshooting Checkout Flows
  • Troubleshooting Commerce LWC's (non-custom) and associated Commerce API's
Yes
B2B2C
  • Commerce API used in LWR's and related customization
Yes
B2B LE / B2B2C
  • Go-Live Monitoring
Yes


EXCLUDED ITEMS 

B2B Commerce Developer Support does not include the following:

  • Architecture design suggestions
  • Code creation or development
  • Troubleshoot/debug of third-party applications
  • General Performance review/analysis
  • SFDX deployment issues related to B2B LE Quick Start GitHub Repository
  • Checkout Integrations (i.e. payment gateway)
  • Non-Commerce (custom) LWC's
  • Root Cause Analysis for intermittent or non-reproducible issues

 

Salesforce Order Management

What can Salesforce Order Management help with?

  • Product documentation and break-fix support to known operational, custom Salesforce Order Management solutions
  • Error message troubleshooting to solutions currently being implemented

Supported Salesforce Order Management request topics:
 

Topic

Included In Developer Support

Included

  Salesforce Order Management - B2C Commerce Enterprise Integration
  • B2C Commerce - Salesforce Order Management integration setup
  • Debug and troubleshoot order ingestion errors
Yes
 Salesforce Order Management
  • Troubleshoot configuration
  • Debug and troubleshoot Salesforce Order Management flows and core actions/APIs
Yes
 Omnichannel Inventory
  • Troubleshoot configuration and inventory service errors
  • Debug and troubleshoot Distributed Order Management flows and Omnichannel Inventory core actions/APIs
Yes
 SFRA Self-Service Plugin
  • Trust process setup for SFRA self-service
  • Troubleshoot out-of-the-box self-service plugin functionality
Yes


EXCLUDED ITEMS 


Salesforce Order Management Support does not include the following:

  • Architecture design suggestions, custom JavaScript, HTML, and CSS
  • Debug and troubleshoot more than 200 lines of code for Premier or Premier Plus, or 5,000 lines of code for Signature Support
  • Creation of code, including SOQL queries, or pre-release regression testing
  • Troubleshoot/debug third-party applications
  • Providing ad-hoc reports
  • Support of pre-release beta features
  • Load testing

 

What can Heroku Developer Support help with?

  • Troubleshooting Heroku and application error messages
  • Debugging build failures
  • Basic analysis of performance issues
  • Assisting with resolving the causes of downtime events

Note:  Heroku includes Developer Support in its Standard Success Plan.  See the Heroku Standard Success Plan product terms sheet for more information.  

Supported Heroku Development request topics:

 

Topic

Developer Support Details

Included

Post-Incident Reviews
  • Provide a general analysis of application outage events and the underlying causes.
  • Post-Critical Incident Meetings. Following critical incidents, upon customer request, Dev Support will meet and debrief regarding incident response. Parties will collaborate to perform root-cause analyses and evaluate strategies designed to prevent recurrences of critical incidents to the extent possible.

Yes*

Heroku Connect
  • Investigate Connect performance bottlenecks and offer high-level performance improvement suggestions.
  • Use-case guided on-boarding and orientation

Yes

Application Deployments
  • Deep assistance with errors encountered during the build process, including best-effort assistance with advanced features like Docker and use of multiple buildpacks.

Yes

Application Error Review
  • Review of systemic application-level errors and general guidance on how to resolve them. 

Yes

Private & Shield Spaces
  • Help troubleshoot networking configurations, such as Private Space VPN and PrivateLink Connections
  • Use-case guided onboarding and orientation
  • Provide technical guidance on standard architecture/infrastructure security features to ensure Customer apps can meet general compliance and regulatory needs 

Yes*

Heroku Data Services 
  • Limited custom Postgres server configuration tuning
  • Guidance on low-level Heroku Connect/Postgres optimizations to maximize throughput
  • Dataset import/export planning and optimization guidance
     Yes

EXCLUDED ITEMS 

 

Heroku Developer Support does not include the following:

  • Debugging front-end code (e.g. JavaScript, CSS, images, video, etc)
  • Reviewing Apex or Visualforce code.
  • Creating or modifying code or configuration files, including SQL queries, or pre-release regression testing
  • Troubleshoot/debug third-party applications
  • Providing ad-hoc reports. This includes requests for license utilization.
  • Third-party and customer-written buildpacks.
  • Modifying Heroku configuration, deployment, or scaling settings.
  • Configuring or modifying the customer’s application and deployment environments.

Salesforce Maps

What can Maps Developer Support help with?

  • Best practice advice for using the Salesforce Maps Global Methods
  • Salesforce Maps error message troubleshooting and exception handling
  • Basic Salesforce error message troubleshooting, as it pertains to Maps


Supported Maps Development request topics:

  Topic

   Included in Developer Support

Included

Salesforce Maps

  • Troubleshooting Maps error messages

  • Basic Salesforce error message troubleshooting (for Maps)

  • Basic usage of Map Global Methods

  • Custom Buttons and Actions utilized in Maps created in the custom action settings interface

  • Live Tracking Deeplinking

Yes



EXCLUDED ITEMS

 
Maps Developer Support doesn't include the following:

  • Architecture design suggestions, custom JavaScript, HTML,CSS or API recommendations
  • Reviewing more than 200 lines of code pertaining to Salesforce Maps Customizations
  • Creating customizations to Salesforce Maps, Visualforce pages, or managed package components
  • Creation of code, including HTML, CSS, JavaScript, or other languages
  • Custom code troubleshooting in Maps
  • Salesforce Maps API call creation and issues
  • Troubleshoot/debug third-party applications
  • Adding automation to any of the managed package objects
  • Creating/editing records tied to the managed package objects outside the Salesforce Maps user interface (includes data import tools or using Agentforce).

 

Tableau

  Topic

  Developer Support Details

Included

Non-AD Custom LDAP
  • Assistance troubleshooting issues configuring and using Tableau Server with a custom LDAP identity store.

  • Troubleshooting issues with using a custom LDAP identity store.

Yes

Tableau CLI Tools
  • Defects with command-line interface tools used for automation (tabcmd 2, Prep Builder CLI, Tableau Data Extract)

  • Troubleshooting issues reproducible from direct command line usage.

Yes

Tableau APIs & Extensions

 

(REST API (includes Webhooks), Embedding API v3, Metadata API, Hyper API, Analytics Extensions API, Dashboard Extensions API)
  • Assisting with calling specific API methods or issues with expected results (customer is expected to provide specific method and logs)
  • Issues with Tableau-provided Sample CodeKF
  • Address gaps in Tableau-provided Sample Code

Yes

WDC and Connector SDK
  • Assistance with calling specific methods or issues with expected results (customer is expected to provide specific method and logs)
  • Issues with Tableau-provided Sample Code
  • Address gaps in Tableau-provided Sample Code

Yes

Connected Apps
  • Troubleshoot issues with API sign-in or APIs using JWT and Connected App
  • Troubleshoot issues with API sign-in or APIs using JWT and EAS server

Yes

TabPy
  • Troubleshoot issues installing and connecting to TabPy from Tableau products
Yes

Tableau Server Client (Python)
  • Assistance with calling specific API/SDK methods or issues with expected results (customer is expected to provide specific method and logs including headers)
  • Issues with Tableau-provided Sample Code
  • Address gaps in Tableau-provided Sample Code
Yes

Tableau Migration SDK
  • Assistance with calling specific API/SDK methods or issues with expected results (customer is expected to provide specific method and logs including headers)
  • Engagement with Salesforce Services for Tableau Server to Cloud migrations is highly recommended
Yes

 

EXCLUDED ITEMS 

 

Tableau Developer Support does not include the following:

  • Debugging code/scripts (customers must provide concise information on exactly what is broken).
  • Recommending specific changes to SSO or security best practices.
  • Performance tuning to offer a desired result.
  • Capacity planning.
  • Creating or modifying code or configuration files, including SQL queries, or scripts used for CLI actions.
  • Troubleshooting Custom SQL
  • Configuring/troubleshooting/debugging third-party applications/technologies including those required for install of SDKs/API packages.
  • Third-party and customer-written libraries or SDKs.
  • Assisting with use of third-party provided applications or connectors.
  • Creating or modifying certificates or making recommendations about certificate settings beyond conveying Tableau certificate requirements.
  • Assisting in installing tools or SDKs using undocumented methods

To understand what support is provided for Tableau-Supported tools to customers across all Support and Success Plans, including Standard, please see this page.

Numero articolo Knowledge

000382591

 
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Salesforce Help | Article