Scope of Salesforce Support for Open CTI Cases

Who Handles Open CTI Support

Open CTI is entitled to be handled by Salesforce Core Developer Support. Developer Support is provided to customers on Premier, Premier Plus, and Signature Support plans on a per-cloud basis.
Before creating a support case, confirm that your account is entitled to Developer Support. If not, the case would not qualify for Developer Support unless a Premier or Premier Plus Success Plan is purchased. Contact your Account Executive for plan information. For more details, see the Salesforce Success Plans FAQ in Additional Resources.

Support for Third-Party CTI Applications

Troubleshooting functionality for third-party CTI applications, packages, or programs is not provided by Salesforce Support unless specifically stated in the Overview section of the app's listing on the AppExchange.
To find support for a specific third-party CTI app:

• If the app is listed on AppExchange: The support team's contact details are in the Overview tab at the bottom of the app's listing page.
• If the app is not listed on AppExchange: Contact the organization that provided the application directly.

For more information, see Support for third-party apps, installed packages, or programs in Additional Resources.

Alternatives if Salesforce Support Is Not Available

1. Post your question in the Salesforce Developer Forums for community-based support.
2. Reach out to your Account Executive to discuss upgrading your Success Plan for access to Developer Support.