Scope of support for formulas

Formula support that Salesforce Can provide

• Error messages with formulas, especially Internal Server Errors or GACKs.
• Breaks or Fixes with existing formulas.
• High level FAQ-type questions.

Formula support that Salesforce CANNOT provide

• Writing formulas from scratch.
• Rewriting large sections of formulas. For example, "This formula doesn't do what I want, can you help me build it out?"
• Advanced guidance about designing your business process as relates to features that use formulas.
• Consultative work. For example, "Can you help me design my business process, then implement it using formulas?"
• Errors in Hyperlink formula fields where the issue comes from the external site or its interaction with Salesforce (e.g. the hyperlink works and navigates to the external site, but an error occurs)

Notes: 

• Generally speaking, if the formula complies without error, then it is working.  Support can assist to find compiling errors, but not re-writing formulas.
• The scope guidance provided here does apply to all features where formulas are used, including (but not limited to):  Custom Formula Fields, Sharing Rules, Sharing Sets, Validation Rules, and Record-Triggered Flows.