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How to Request Technical Support for Own

게시 일자: May 1, 2025
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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)
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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.
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