Customer Support

Ensuring CRM Success

The first step on the path to success with on-demand customer relationship management (CRM) is selecting award-winning CRM applications from salesforce.com. Next you'll want to maximize the value of your investment by ensuring that you effectively manage your CRM solution so your organization gets all the benefits that CRM can deliver.

Salesforce.com customers tell us that support and administration expertise is critical for promoting user adoption and maintaining a successful CRM application. Companies must consider their varied and evolving needs across sales, marketing, and customer service—and additional AppExchange applications that could benefit the organization.

Successforce Support is dedicated to helping customers succeed on all fronts and get the most value out of CRM. To meet the business needs of all companies, we offer several multichannel support offerings that provide expert-level customer support, advanced Web tools, best practices, and administrative knowledge to meet your business needs.

 
Basic Support
Basic Support

 

Basic customer support via multiple channels, included in all Salesforce subscriptions.

 

 

 
Premier Support
Premier Support

 

Invaluable increases in access and response times, plus personalized service and best practices.

 

 

 
Premier Support with Administration
Premier Support with Administration

 

Management of your application by an experienced Salesforce administrator, plus all the benefits of Premier Support.

 

 

 

Because each of our customers has different needs, our customer support experts work closely with Successforce Consulting and Successforce Education teams. They provide access to the appropriate resources to help you effectively manage your business and stay ahead of your competition.

To find out which level is best for you, please discuss the Successforce Support offerings with your account executive.

Salesforce.com Support Package Comparison

Services Basic
Support		 Premier
Support		 Premier Support
with Admin
Case Limit Unlimited Unlimited Unlimited
Response Time 2 business days 2 hours 2 hours
Online Customer Portal icon_checkmark
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Live Phone Support 12/5 1 24/7 1 24-7 1
Priority Phone Queue   icon_checkmark icon_checkmark
Toll-Free Access 2   icon_checkmark icon_checkmark
Assigned Representative   Yes
(50+ users)		 Yes
(50+ users)
Health Check (Annual)   Yes
(50+ users)		 Yes
(50+ users)
Administration Services:
  • Ongoing Application Maintenance
  • Post-Deployment Application Reconfiguration
  • New Functionality Design
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Standard API support is included in Premier Support. For information about custom integration support, please contact your account executive.

1 Excluding holidays
2 Available in the United States and Canada