Salesforce.com Partner Premier Support

Partner Premier Support with Account Manager, Partner Premier Support and Partner Single Case Support Description GENERAL If purchased, Partner Premier Support with Account Manager, Partner Premier Support or Partner Single Case Support will be provided to Partners in accordance with this support description. Partners can submit cases via the SFDC partner portal accessible through http://www.salesforce.com/partnerportal. Partners subscribing to Partner Premier Support with Account Manager may call a designated support account manager to log a case. Partners must provide the access code they received upon Order Form activation to be able to reach their support account manager. SFDC will use commercially reasonable efforts to promptly respond to each case within staggered response times based on the severity levels set on the case 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.

Support Type

Partner Premier with Account Manager2

Partner Premier

Case Types

Unlimited Application and Developer Support Cases Partner ProgramRelated Cases Unlimited Application and Developer Support Cases Partner ProgramRelated Cases

Single Case3

Single Application or Developer Support Case Partner ProgramRelated Case

1

2 3

Target Response Times

Named Support Account Manager

Proactive Alerts & Outage Communication

24 x 7 Severity 1 Response1

Severity Level

Target Response Time

1 2 3 4 Programrelated

2 hours 2 hours 4 hours 8 hours 1 business day



No

No

No



No

No

No

Yes

Yes

Yes

For Partner Premier Support with Account Manager, Severity Level 1 target response times are 24x7, including weekends and holidays. Severity 2, 3 and 4 target response times for all Partner support types include local business hours only and exclude weekends and holidays. SFDC will assign a designated support account manager to Partner if Partner purchases Partner Premier Support with Account Manager. Partner Single Case Support is available only during regular business hours, US Pacific time. Support during local business hours in Europe, the Middle East and Africa and in the Asia/Pacific region is available via local partner support contracts. Business hours for Partner Single Case Support are determined by the region where the Partner Single Case Support contract is purchased.

SINGLE CASE SUPPORT This option is available if a Partner is seeking support regarding a particular issue (case) and wants to pay on a case-by-case basis.

PREMIER APPLICATION SUPPORT All Partner Premier Support with Account Manager and Partner Premier Support partners will receive Premier Application Support. Designed for systems integrators, resellers, and consulting firms, Premier Application Support includes support for customization and implementation of SFDC products for customers. PREMIER DEVELOPER SUPPORT All Partner Premier Support with Account Manager and Partner Premier Support partners will receive Premier Developer Support. Premier Developer Support consists of SFDC reviewing Partner-written code and offering suggestions to help with issues encountered during development, as further described in the table below. Premier Developer Support does not include creation of code, including SOQL queries, or pre-release regression testing. Such custom development support is available for purchase from SFDC in the form of the Force.com App Extensions service provided by the SFDC Customer Support organization or a SFDC professional services engagement, or is available for purchase from a third-party SFDC partner. Premier Developer Support scope is limited to the review of programs or applications containing 200 or fewer code lines. Force.com Code (Apex) and Force.com Pages (Visualforce)

Premier 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

√

Analysis and debugging of Force.com classes & triggers (up to 200 lines)

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

√

Salesforce.com error message troubleshooting *

√

Clarification of API documentation

√

Analysis and debugging of code related to API call (up to 200 lines)

√

AJAX Toolkit using Force.com S-control overview

√

Support for SOQL, SOSL queries

√

* Error message troubleshooting limited to salesforce.com errors generated by known bugs. Partners may purchase Single Case Support to troubleshoot other errors. PARTNER PROGRAM SUPPORT All Partner Premier Support with Account Manager and Partner Premier Support partners will receive Premier Program Support. Partner Program Support includes support for both functional and technical issues, for an unlimited number of cases. Partner will be notified of planned maintenance and downtimes, including the beginning and end times of such events. PARTNER PREMIER SUPPORT WITH ACCOUNT MANAGER In addition to the benefits associated with Partner Premier Support, Partner Premier Support with Account Manager includes: • a designated account manager; • case management, including proactive coordination of open cases;

• •

an annual account review of metrics such as case logins and escalations, to identify how Partner can use SFDC support offerings more effectively; and information on best practices for implementation of new salesforce.com products and features.

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

COOPERATION AND REVIEWS 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 requested and appropriate. Subject to Partner’s systems security policies, users may also be asked to provide remote access to their SFDC application and/or desktop system for troubleshooting purposes. ESCALATION / SEVERITY LEVELS Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:

Level

Description and Examples

Level 1 – Critical

Critical production issue affecting all users, including system unavailability, data integrity issues, or bugs having a significant impact. No workaround available. Resolution required immediately.

Level 2 – Urgent

Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export. Resolution required as soon as reasonably possible.

Level 3 – High

System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable. Resolution will be prioritized by QA.

Level 4 – Medium

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. Resolution required as soon as reasonably practicable.

ESCALATION MATRIX The table below outlines the escalation contacts available to Partner, as necessary. Reports To: Radha Penekelapati and Atul Nanda

Name Manager, depending on line of business

Title Manager, Premier Support

2 Level

Radha Penekelapati and Atul

Director, Premier Support and Technical Support

Krista Anderson

3rd Level

Krista Anderson

SVP, Global Support

Polly Sumner

1st Level

nd

Email N/A

Phone

rpenekelapati@sales force.com and atul.nanda@salesfor ce.com

(650) 6534582 and (650) 6534508

kanderson@salesfor ce.com

(415) 9015146

EXCLUDED ITEMS Partner Premier Support with Account Manager, Partner Premier Support and Partner Single Case Support do not include 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 with products, services or technologies that are not created by SFDC or Partner, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems; • Assistance with AppExchange applications, authored by SFDC or a third party; • Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers; or • Creation or testing of custom code, including queries, except as provided under Partner Premier Developer Support above. Requests for creation or testing of custom code other than as specified in that section will be referred to SFDC Consulting and will be scoped on a time and materials basis at then current rates.