Scope of Salesforce Support for Open CTI Cases

Open CTI is entitled to be handled by Salesforce Core Developer Support. Developer Support is provided to Premier, Premier Plus, and Signature Support customers on a per-cloud basis.

Before creating a case, kindly ensure to check if your account is entitled to the above Success Plans. If not, the case would no longer qualify for Developer Support, unless a Premier or Premier Plus Success plan is purchased. Reach out to the package provider for assistance resolving the issue. For more information on Salesforce Success Plans and how to know which plan you have, visit Salesforce Success Plans FAQ.

Troubleshooting functionality for third-party applications, packages, or programs isn't provided by Salesforce Support unless specifically stated in the Overview information of the app's listing on the AppExchange.

Find support for a specific third-party app

• If the app is listed on the AppExchange - The support team's contact details are available in the Overview tab or section at the bottom of the app's listing page.
• If the app isn't listed on the AppExchange - Contact the organization that provided the application.

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

Alternatives:

1. Reach out to the Developer Forums for further help.
2. Reach out to Account Executive for upgrading the success plan or any further discussions.