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Salesforce Industries (SFI/Vlocity): Developer Support for Premier, Premier Plus, and Signature Success Plans

公開日: Jun 3, 2026
説明

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 is only available for those products covered by a Premier, Premier Plus, or Signature Support Success Plan.
Example: A 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 the Standard Success plan. The customer submits a developer support case for Marketing Cloud, but after troubleshooting it is determined to be a Sales Cloud issue. This case no longer qualifies 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 the 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 the production environment.
  • All developer support recommendations strictly adhere to Salesforce best practices. Developer Support is only available in English.

Refer to the Create a Support Case article to find more information on how to create a case with Salesforce Support.

解決策

  • What Salesforce Industries (SFI/Vlocity) Developer Support Includes

    • Troubleshoot application error messages from Vlocity Out of the Box (OOTB) flows.
    • Troubleshoot application error messages involving custom flows that call Vlocity methods and APIs (must adhere to process prerequisites below).
    • Troubleshoot any functional issue that does not work as expected after following the suggested steps in Vlocity documentation.
    • Review configuration issues that do not work as expected after following the steps suggested in Vlocity documentation.
    • Analyze and debug performance issues from Vlocity OOTB flows and flows involving Vlocity methods and APIs.
    • Provide managed package logs and assistance with queries relating to them.

    Prerequisites for Troubleshooting Custom Flows

    Inability to provide these prerequisites results in support scope exclusion.
    • The Customer must provide a snippet of custom code that can be executed from the Apex Execute Anonymous window to reproduce the error.
    • In scenarios where a custom flow is complicated and cannot be tested from the Execute Anonymous window, the customer is expected to do their own best-effort troubleshooting and narrow the root cause down to 10 or fewer steps.
    • The Customer must provide an explanation of the code classes, triggers, entry points, expected behavior, and outcome.

    Supported Topics by Product Area

    TopicDeveloper Support Details
    Vlocity MigrationTroubleshoot errors while retrieving and deploying OOTB Vlocity components using Vlocity Build Tool and IDX Workbench.
    LightningDebug and troubleshoot errors related to Lightning Web Components.
    SF Industries CPQTroubleshooting issues related to the OOTB flow of Order Capture, Enterprise Product Catalog (EPC), Product Designer, Pricing, Promotions and Discounts, Interfaces and Implementations, Context Rules, Advanced Rules, Advanced Pricing, Vlocity Cards, and Vlocity Templates.
    SFI CPQ: Cart API/V2 APIAssistance with issues related to OOTB Cart APIs.
    Digital Commerce APIDebugging errors, reviewing Catalogs, and API Calls related to DC API (getOffers, getOfferDetails, Baskets calls, etc.) and related cache issues.
    Digital Commerce SDKTroubleshooting errors related to OOTB Digital Commerce LWC Components and the DC SDK.
    Order ManagementDebugging errors related to Order Decomposition and Order Orchestration.
    Productized IntegrationDebugging of managed package issues relating to custom solutions implemented from Vlocity Process Libraries.
    Express AppsInvestigation of issues with OOTB Express App functionality.
    OmniStudioOmniScript, Integration Procedures, DataRaptor, (Flex)Cards & Templates.
    Document Generation (CLM)Support for broken document templates and custom CSS used to generate documents.
    Industries Deployment / IDXTroubleshooting errors during deployment of SFI/Vlocity components using IDX Workbench.
    Calculation Procedures & MatricesTroubleshooting errors in OOTB Calculation Procedures and Matrices.
    InsuranceClaims Management, Policy Administration, Product Administration, Insurance Quoting.
    BenefitsQuoting, Census Management, Benefits Provider Network.

    Excluded Items

    SFI/Vlocity Developer Support does not include the following:

    • Architecture and implementation designs to achieve requirements and use cases.
    • Validating any design advice outside of Vlocity documentation.
    • Recommending performance design improvements.
    • Authoring and developing Vlocity components including Omni Scripts, Data Raptors, Integration Procedures, Cards, etc.
    • Authoring and developing custom Apex code, including test classes, SOQL queries, custom JavaScript, HTML, and CSS.
    • Consulting on how to modify sample code to meet specific use cases.
    • Troubleshooting/debugging of third-party applications.
    • Debugging and support of any custom code or deliverable developed by Vlocity Professional Services, Vlocity System Integrators, or outside vendors unless it falls under Support Inclusions.
    • Assistance with non-Vlocity products, services, or technologies, including third-party enabling technologies such as databases, computer networks, or communications systems.
    • Customers are responsible for all custom configuration (OmniScripts, Integration Procedures, Apex, Visualforce, Lightning Development, JavaScript, HTML, AngularJS, CSS) and integrations.
    • SFI/Vlocity Support does not create or modify any configuration using the Vlocity product on behalf of the customer.
    • VPLs (Vlocity Process Libraries) are not products and are not supported or designed for production use.
    • Implementation Requests are not supported by SFI support.
    • Deployment monitoring of SFI/Vlocity (available only for Core Salesforce platform).
    • Pre-release regression testing.
    • Live package installation and upgrades.
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000389589

 
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