Salesforce Maintenance Notifications FAQ

Salesforce Provides Maintenance Notifications to our customers two ways:

Salesforce Trust Notifications Emails are sent to users who have subscribed to their instance by visiting their instance page and clicking subscribe in the upper right hand corner. To verify your sign up, Sign in and manage your subscriptions

Product and Service Notifications are communications from the Salesforce Technology Communications & Readiness team that are sent to admins of Salesforce orgs via email, to alert them of any changes to features, functionality, or service that may impact their use of Salesforce.

See also, Preferred Salesforce Maintenance Schedule

Common Questions:

Have you received a Product and Service Notification for an organization you do not recognize? This is very common if you are a consultant for multiple organizations, and the companies you work with manage your access to their organizations.

Is this a maintenance notification for sandbox? For Sandbox organizations, stakeholders with the proper permissions from the production org will be notified via Product and Service Notifications. The org Id should indicate which organization the maintenance is for.

If you have received notification from Trust for upcoming maintenance, but haven't received a Product and Service Notification:
If the maintenance notification mentions impacted/selected organizations being contacted via Product and Service Notifications and you have not received a Product and Service Notification that mentions the organization id in question and directly references the type of maintenance included in the Trust notification, your organization is not included in the maintenance.

How do I know if I have gotten a Trust subscription notification versus a Product and Service Notification?
Product and Service notifications have an image-based header stating the email is for a Product and Service Notification.

If you are seeing discrepancies in your instance, or are unable to find your instance or Mydomain on the Trust site, please contact support.

Types of Maintenance, and how to Troubleshoot:

Support classifies maintenance by scope of the maintenance, and whether it is for one organization, a group of organizations, or an entire Instance/group of instances.

Instance Wide Maintenance:

Maintenance that occurs for all organizations of one or multiple instances.

Examples:
Sandbox or Production Instance Refresh , Site Switch
How we notify you:
Trust notifications
Product and Service notifications
Why we notify you this way:
Since all users are impacted, we want to make sure we reach as many stakeholders as possible.

Organization Wide Maintenance:

Maintenance that occurs for all users of one organization, or a subset of organizations on an instance, or multiple instances.

Examples:
Mass Org Migrations, General Trust alerts (if your organization is impacted), Throttle Alerts
How We Notify you:
Product and Service Notifications
Why we notify you this way:
Trust is set up for full instance notifications, and we do not want to notify admins or stakeholders that will not be impacted. Utilizing Product and Service Notifications ensures that we are reaching the right stakeholders.

Troubleshooting Product and Service Notifications:

Verify Stakeholders have the proper permissions

Manage Users
Modify All Data

Troubleshooting Salesforce Trust Notifications:

Visit https://status.salesforce.com/login

Enter your email address to access/verify your notifications.
For more information on notifications, see: Salesforce Trust Status Notification Guide

If you have verified the above options are set up correctly, and need further support. Please file a case with support that includes:

The Maintenance in question (date, time, and trust link if applicable)
Email addresses that did not receive the notifications
Which type of notification your stakeholders did not receive (Trust versus Product and Service)