Escalate a case to Technical Support Management

If we're not meeting your expectations with ongoing case handling or case resolution, follow these steps to escalate a case.
 

1. Log in to Salesforce Help.
2. Click on the My Cases tab
3. Click the case number you want to draw attention to.
4. Click I need help.
5. Click There is an issue with how my case is being resolved.

The option to escalate your case after clicking the "There is an issue with how my case is being resolved" button will become available after a period of time determined by your Salesforce Success Plan.
 

Salesforce Premier and Signature Success Plans Escalation Time Frames

• For Severity 1 cases - 1 hour after case creation
• For Severity 2 cases - 2 hours after case creation
• For Severity 3 cases - 4 hours after case creation
• For Severity 4 cases - 8 hours after case creation

Standard Success Plan Escalation Time Frames

For all severity levels, the ability to escalate your case appears after 48 hours of case creation. If escalation is not yet available, add a comment to the case requesting the case to be expedited.
 

Need to escalate the case further or engage the Support team?

First, ensure you have escalated the case using the I need help button.

Need to escalate further? Call us at the numbers listed here and inform Support that you would like a call back from the Support team.