24-Hour Technical Support
Our dedicated Audience Studio Client Services Team is available 24 hours a day, every day, to support Salesforce customers. If you need technical support, please contact your Client Solutions Manager. Once we get your request, it will be assigned a level to help us determine priority.
Level 1 - Urgent
Being in or verging on a state of crisis or emergency with very wide customer impact and no workaround available.
Level 2 – High
A major function/product is unusable, which results in limited functionality or affects a large number of end users.
Level 3 – Medium
System performance issue or bug affecting some but not all platform modules with limited impact to customers.
Level 4 – Low
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, implementation, configuration or any other problems other than those falling within the categories above.
Client Solutions Support:
For routine support, including Low and Medium issues, Salesforce will be available by email during normal business hours to assist in problem resolution that may occur in the day-to-day running of the Services.
Support hours: 8:00 am EST/ EDT to 5:00 pm PST / PDT
For critical support, including Urgent and High issues, Salesforce maintains two on-call support representatives (one from each of the Account Management department and the Engineering department) who are available 24 hours per day, to answer questions and otherwise assist in troubleshooting critical and high level problems.
For general platform support requests, email your Client Solutions Manager.
We look forward to assisting you!