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.

Common Questions About Salesforce Maintenance Notifications

Received a Product and Service Notification for an Organization You Do Not Recognize?

This is common for consultants or administrators who manage multiple organizations. If another company manages your access to their Salesforce org, you may receive Product and Service Notifications for that org even if you are not the primary admin.

How to Identify Whether a Maintenance Notification Is for a Sandbox

For Sandbox organizations, stakeholders with the proper permissions in the production org are notified via Product and Service Notifications. The org ID in the notification indicates which organization the maintenance applies to. Compare the org ID in the notification against your known sandbox org IDs to confirm.

Received a Trust Notification But No Product and Service Notification?

If a Trust notification states that impacted organizations will be contacted via Product and Service Notifications, and you have not received a Product and Service Notification that references your specific org ID and the type of maintenance described in the Trust notification, your organization is not included in that maintenance event.

How to Tell the Difference Between a Trust Subscription Notification and a Product and Service Notification

Product and Service Notifications have an image-based header in the email that identifies them as a "Product and Service Notification." Trust subscription notifications do not include this header. Check the email header to confirm which type you received.

Seeing Discrepancies in Your Instance or Cannot Find Your Instance on the Trust Site?

If your Salesforce instance or MyDomain does not appear on the Trust site, or if you see unexpected status changes, contact Salesforce Support directly.

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)