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How to Request Technical Support for Own

Udgivelsesdato: Jun 25, 2026
Beskrivelse
Own from Salesforce will be launching a new support experience for Own customers on July 26th, 2026
 
With this change, the support experience for Own legacy products will transition from the Own Support Portal to Salesforce Help. This will include access to Agentforce for your support needs, enabling easier self-service grounded in trusted data.

  • None of your product features or product entitlements will change
  • This change will NOT impact Own Gov Customers

How to get ready ahead of July 26th:
  1. Users will need a Trailblazer Account (TBID) to Login to Salesforce Help
    • Users who already have a Trailblazer Account (TBID) set up with the same email address used for logging into the Own platform are all set.
    • Users who don’t have a TBID should set up one before July 23rd, 2026. This will provide access to view and manage cases in Salesforce Help. IMPORTANT: When setting up a TBID, the email address should match the email used to log in to the Own platform. For further instructions, read the Get Started with Trailblazer article.
    • Users who have a TBID set up with a different email address than the one used for logging into the Own platform will be able to connect the two accounts after July 26th. Instructions will be shared as we get closer.
  2. Primary Designated Contacts and Designated Contacts have access to additional support features
    • Primary Designated Contacts (PDCs) can assign, manage, and deactivate other Designated Contacts, control user access in Salesforce Help, escalate cases, and view all cases across the account. If you don’t have a PDC set up for Own yet or if the PDC needs to be updated, please contact your Account Executive for support.
    • Designated Contacts (DCs) can create, manage, and escalate support cases, request Expert Coaching Sessions, and access an extended set of support features. By default, DCs can only view cases they created, but a PDC can grant them "View All Cases" access. Read this article to learn more.
    • If you have an existing Salesforce org in Salesforce Help that uses Designated Contacts, please reach out to your Salesforce Administrator to discuss.

No change is in effect until July 26th, 2026, and, until that date, you can continue to reach support via the existing Own Support Portal.
 
For any questions, please contact your Account Executive.


Løsning
 
As of November 18, 2024, Salesforce has acquired Own, a data loss prevention provider for Salesforce customers. The Own Data Platform provides data archiving, seeding, security, and analytics capabilities that help customers ensure the availability, compliance, and security of their mission-critical SaaS data. Own also helps organizations leverage their historical data to optimize decision-making and gain a competitive advantage. 

Support coverage is specific to the following products:

  • Backup and Recover (formerly known as Recover)

  • Seed (formerly known as Accelerate)

  • Archive

  • Salesforce Discover

  • Own Secure (legacy managed package only)

  • Own Secure for Shield (legacy managed package only)

 

How to Request Technical Support for Own Products

Step 1: Review Help Content
Before submitting a case, visit support.owndata.com for self-service solutions and troubleshooting steps.

Step 2: If Further Support is Needed, Submit a Ticket

  • For standard support inquiries:
    • Submit a ticket via the Own Support Portal.
    • You can track your ticket status under Cases in the customer portal.
  • For urgent production-impacting issues (High Priority cases):
    • Submit a callback request via the Own Support Portal.
    • Your request will be prioritized based on your Support Plan Entitlement.
  • For FedRAMP Customers:
    • Log in via the FedRAMP Support Portal and submit your case there.
    • Select the appropriate priority level and provide full details to ensure compliance handling.
    • All ticket activity can be found in the My Cases section.

Note:

  • Technical Support will triage and support in accordance to the customer’s Support Contract specific to Own Products and per the Own Company Support Policy.
  • Customers seeking support for Shield, Data Mask, Security Center with the new Secure extension features should submit cases through Salesforce Help.
  • Own support is provided in English only.  Please submit your ticket in English when using support.owndata.com.
Yderligere ressourcer

Salesforce Signs Definitive Agreement to Acquire Own Company

 

Please see below additional resources to help you prepare for your new Own support experience launching on July 26th, 2026 (FedRAMP/Gov customers excluded). If you have additional questions, please contact your Account Executive. 

Vidensartikelnummer

004464745

 
Indlæser
Salesforce Help | Article