Salesforce.com Partner Basic Support

Partner Basic Support Description GENERAL Partner Basic Support will be provided to all members of the SFDC Partner Program at no additional charge. Partners can submit cases via the SFDC partner portal accessible through http://www.salesforce.com/partnerportal. SFDC will use commercially reasonable efforts to promptly respond to each case within no later than two (2) business days and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in SFDC's reasonable determination. Partner Basic Developer Support SFDC will provide basic support of the Force.com application programming interface (API), limited to the following:   Force.com Code (Apex) and Force.com Pages (Visualforce)

  Basic Developer Support

Explanation of governor limits

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Salesforce.com error message troubleshooting *

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Force.com code (Apex) and Force.com pages (Visualforce) best practices

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Force.com Web Services API API – Soap message best practices

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Salesforce.com error message troubleshooting *

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Clarification of API documentation

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AJAX Toolkit using Force.com S-control overview

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Support for SOQL, SOSL queries

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* Error message troubleshooting limited to salesforce.com errors generated by known bugs. Partners may purchase Single Case Support to troubleshoot other errors. TELEPHONE SUPPORT HOURS Telephone support is available on weekdays, excluding holidays, as follows: o

English ƒ 6:00 a.m. – 6:00 p.m. Pacific Time: +1-415-901-7010 (San Francisco) ƒ 8:00 a.m. – 6:00 p.m. GMT: +353-1- 2723503 (Dublin) ƒ 8:00 a.m. – 5:00 p.m. Sydney time: +1800 789984 (Sydney) Partners may call any of the above support centers during the hours specified above, regardless of the Partner's location.

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Please inquire regarding support in other languages.

LOGGING A CASE Partners may log a case as follows: If Partner has a technical or program related question, Partner can log a case using its partner portal login at www.salesforce.com/partnerportal. Partner portal credentials are typically distributed via email when Partner enrolls into the Salesforce.com Partner Program.

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Partner can click on the Cases tab within the partner portal and log the case. There is also an instructional video for Partners at https://na1.salesforce.com/01530000000UNwo  

 

REPRODUCING ERRORS SFDC must be able to reproduce errors in order to resolve them. Partner agrees to cooperate and work closely with SFDC to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Partners may also be asked to provide remote access to their salesforce.com account and/or desktop system for troubleshooting purposes. EXCLUDED ITEMS Basic support does not include any of the following: • • • • •

Training (if instruction on use of the salesforce.com application is likely to exceed 30 minutes, Partner will be referred to SFDC's Training and Certification or Consulting groups as appropriate); Assistance in developing user-specific customizations (requests for such assistance will be referred to SFDC's Consulting group depending on the nature and complexity of such customizations); Assistance with non-SFDC products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems; Assistance with AppExchange applications, whether authored by SFDC, Partner or a third party; or Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.

CHANGES TO PARTNER BASIC SUPPORT SFDC may change its Partner Basic Support offering from time to time at its sole discretion.

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