Scope of Support for Salesforce Reports and Dashboards

Reports & Dashboard support that Salesforce can provide

• Error messages with Reports & Dashboards (while viewing or creating reports), run failures, especially Internal Server Errors or GACKs.

• Reports & Dashboards access issues.

• Record visibility concerns in Reports & Dashboards.

• Breaks or Fixes with existing summary or row level formulas used in Reports & Dashboards.

• High level FAQ-type questions.
  

Reports & Dashboard support that Salesforce CANNOT provide  

• Creating Reports & Dashboard , Writing or designing summary or row-level formulas for Reports & Dashboard from scratch.

• Optimisation and Performance Tuning:- What selective filters that can be used in order to improve performance walkthroughs / handholding is not supported. 

• Advanced guidance about designing on how to create a specific type of report . For example, How do I create a report showing Accounts without Opportunities?

• Consultative services are not supported. For example, such as designing summary or row-level formulas for reports. 

• We will not build or adjust new/existing functionality for customers. We can only provide guidance on how they may do so on their own.

Notes:

• Reports - Snapshots : Example Why didn't my Reporting Snapshot run last night?  ,Packages created by "Salesforce Labs" are unsupported.

• If a report or dashboard compiles without error and the correct records are shown (based on how the report/dashboard is filtered), it is considered to be working. Support can assist in identifying the root cause if more or fewer records are shown than what is expected, but they will not recreate the report and/or dashboard