Basic

Salesforce.com customers have discovered that expert support is one of the most critical factors for a successful customer relationship management (CRM) deployment. Successforce Support is dedicated to helping you increase user productivity and satisfaction and maximize the benefits you achieve with salesforce.com's solutions.

In a departure from the practices of legacy CRM software vendors, salesforce.com includes a baseline level of support as part of your subscription. Basic Support is designed to boost your CRM success across Salesforce SFA, Salesforce Marketing, and Salesforce Service & Support, as well as any custom applications you create and deploy on our on-demand Apex platform.

Basic Support includes:  

  • Multichannel customer service: Web, email, and phone support 
  • Online help 24/7: Around-the-clock access to an online, searchable knowledge base with answers to the most commonly asked support questions 
  • 12/5 live phone support (excluding holidays)
  • No limit on the number of cases that can be submitted

To find out how Successforce Support can help you better manage what's important to you and your business, please contact your salesforce.com account executive.

Need Help?

Use the Online Knowledge Base & Support Portal:

The online knowledge base is your first and best method of getting the answers you need. Customer Support representatives update the knowledge base daily to ensure that you have up-to-date information and resources available.

  1. Click on the Help and Training link in the upper right-hand corner of salesforce.com and then type your question in Search.

Contacting Support:

  1. Click on the Help and Training link in the upper right-hand corner of salesforce.com and then select My Cases tab.
  2. Click Log a case to log a new support inquiry and complete the required fields be sure to include a complete description of your issue.
  3. Your case will be routed directly to the Support team for resolution.
Services Basic Support
Case Limit Unlimited
Response Time 2 Business Days
Online Customer Portal Included
Live Phone Support 12/5 1
Priority Phone Queue  
Toll-Free Access 2  
Assigned Representative  
Health Check (Annual)  
   
Administration Services:
  • Ongoing Application Maintenance
  • Post-Deployment Application Reconfiguration
  • New Functionality Design
  • Advanced Application Optimization
   

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






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