Salesforce Support Process
As we explained earlier, the basic standard Salesforce support plan comes with every Salesforce product and will be your first line of defense to resolve your platform issues.
Under the standard support plan, once you have submitted a case (otherwise known as a support ticket) it takes Salesforce support 48 hours to respond — no matter the severity level —and resolve your platform roadblocks.
In this chapter, we will focus on some tips and best practices for getting your problems solved efficiently with the standard support option all Salesforce customers have access to.
- Ticket severity levels
- Standard wait times
- Additional helpful resources
Issue Severity levels
Not to be confused with support levels, severity levels are a way for Salesforce support to rank the level of urgency of the issue. It’s important to note that the levels decrease in urgency from Level 1 to 4.
Level 1 – Critical: Makes up 2-3% of issues Salesforce customers run into.
- Critical issue affecting all users and production.
- Includes system unavailability and data integrity issues with no workaround available.
Level 2 – Urgent: Makes up 7-8% of issues Salesforce customers run into.
- Issue affect many users and a major functionality
- Significantly degraded performance and major functionality.
- No workaround available.
- Time-sensitive requests such as feature activation or a data export.
Level 3 – High: 20% of issues Salesforce customers run into
- System performance issue or bug affecting some but not all users.
- Short-term workaround is available, but cannot be scaled.
Level 4 – Medium: 70% of issues Salesforce customers run into
- Inquiry regarding a routine technical issue.
- Information requested on application capabilities, navigation, installation, or configuration.
- Bug affecting a small number of users.
- Reasonable workaround available.
- By definition, Admin Assist cases are a severity level 4.
Standard wait times
For standard support plans, all support cases – even cases with critical severity can take 48 hours to get a response. Keep in mind that response times are not the same thing as resolve times, it may take an additional few days to solve your issue depending on the problem, communication lag, and additional constraints.
If you elect to sign up for Salesforce premier support, the wait times vary but are much faster than the standard support plan.
Severity 1 – Critical support cases:
1-hour response time after case creation.
Severity 2 – Urgent support cases:
2-hour response time after case creation.
Severity 3 – High support cases:
4-hour response time after case creation.
Severity 4 – Medium support cases:
8-hour response time after case creation.
Additional Resources and Communities
- Community groups
- Office Hours
- Registered Consulting Partner
With this constraint in mind, many businesses subscribe to a premier package or outsource support to a third party. The premier plan gives availability to more support features and expedited ticket processing; unfortunately, it has a steep price many businesses are not willing to pay for.
Alternatively, there are third-party vendors that offer similar features as premier support and fast response times without the intimidating cost. We will cover some alternative options later in this guide.