Partner Premier Success: Best Prac0ces for Solving Pla6orm Issues
Segun DeSilva Success Account Manager, Partner Premier
Use to introduce a
demo, video, Q&A, etc.
Participants
Nia Samady Director,
Partner Premier Success salesforce.com
Jordan Pogon Principal,
Success Account Manager salesforce.com
Objectives
By the end of this session, You'll be able to understand: q Connect with Support
q Learn about Partner Success Plans
q Partner Premier: Best Prac8ces To Achieve Success q Partner Premier: Best Prac8ces for Solving Pla>orm Issues
q Iden8fy the resources available to you in Community and Support
q Engage with the right resources
q Collaborate with Developer Support
$54,000 USD/year/region
SUPPORT • 24x7 toll-‐free phone & online case submission
• Staggered SLAs by Severity • 1 hour response for Sev 1 -‐ Cri8cal • Developer support • Support for escalated SFDC end-‐customer technical issues
SUCCESS RESOURCES
• Assigned designated Success Manager* • Success Review* • Self-‐service resources including partner portal and Help site
SUPPORT
• Online non-‐developer case submission only
• 2-‐business day response
SUCCESS RESOURCES
TRAINING • Unlimited access to complete online training catalog
TRAINING • Unlimited access to Premier online training catalog
*With $20K minimum annual Partner Premier Success fee, or $45K minimum annual Partner Premier-‐CRM Reseller fee.
Included w/ Partnership
Partner Success Plans
Partner Standard Partner Premier – Reseller
SUPPORT
• 24x7 toll-‐free phone & online case submission
• Staggered SLAs by Severity • 1 hour response for Sev 1 -‐ Cri8cal • Developer support
SUCCESS RESOURCES • Assigned designated Success Manager* • Success Review* • Self-‐service resources including partner portal and Help site
TRAINING • Unlimited access to Premier online training catalog
$24,000 USD/year/region
Partner Premier
• Self-‐service resources including partner portal and Help site
SUPPORT
• Online case submission only • 2-‐business day response • Limited Developer support
(max 20 cases)
SUCCESS RESOURCES
TRAINING
• Unlimited access to complete online training catalog
$6,000 USD/year/region
Partner Developer Support
• Self-‐service resources including partner portal and Help site
CRM Resellers ONLY
Best Prac0ces To Achieve Success
Use to introduce a
demo, video, Q&A, etc.
Partner Premier: Best for Solving Pla6orm Issues
Knowing the “Known Unknowns”
partners.salesforce.com § Leverage the knowledge of other partners and success resources, content
trust.salesforce.com § Premier Alerts for maintenance and system issues (Available only with Partner Premier)
success.salesforce.com/issues § Known Issues with the pla>orm
developer.force.com § Technical Library, Partners, Blog, Cookbook, Code Share, Boards
Support
Extended Team: TE, R&D, PMs
Be A Partner To Developer Support
Severity Level & SLA (Ini8al Response) Descrip0on and Examples
Level 1 – Cri8cal 1 hour
Cri8cal produc8on issue affec8ng all users, including system unavailability and data integrity issues with no workaround available.
Level 2 – Urgent 2 hours
Major func8onality is impacted or significant performance degrada8on is experienced. Issue is persistent and affects many users and/or major func8onality. No reasonable workaround available. Also includes 8me-‐sensi8ve requests such as requests for feature ac8va8on or a data export.
Level 3 – High 4 hours
System performance issue or bug affec8ng some but not all users. Short-‐term workaround is available, but not scalable.
Level 4 – Medium 8 hours
Inquiry regarding a rou8ne technical issue; informa8on requested on applica8on capabili8es, naviga8on, installa8on or configura8on; bug affec8ng a small number of users. Reasonable workaround available. Resolu8on required as soon as reasonably prac8cable.
Understanding SLA & Definitions Selec8ng the correct severity level ensures the fastest response 8me
Business Impact: How Big Is Your Fire? Be proac8ve by answering these 5 ques8ons when filing a case or shortly aherwards via a case comment. q If you are reques8ng the fire department, isn’t it best they know the scope of your need?
1. What % of your users are affected? 2. Does this affect data integrity? 3. Do you have a viable workaround? 4. Does this affect cri8cal applica8on func8onality? 5. What business func8onality are you unable to perform?, with an example.
Escala0ng a Case: When do you escalate?
• Return to open case
• AXer 2 hours, click the Escalate buZon on the case record
• Workflow message will no0fy Partner Support Management
Kendall Duponi AW Computing, Inc.
[email protected] (212) 869-9327
Escalate aXer 2 hours
Primary contacts CALL 24x7 phone line Escalate directly to your Partner Success Account Manager
Example Case: Be a Partner with Developer Support
Get more info….
ü Come visit us @ the Partner Zone – Learn Best Prac8ces booth –
ü Contact us on the Partner Community #Partner Premier: Learn Best Prac8ces
Check out the new Partner Community
https://partners.salesforce.com/
Connect with Partners in the Partner Zone The Westin Hotel, Market Street 2nd Floor – Metropolitan Ballroom INNOVATE with the leading technology • Demos of new Salesforce technology CONNECT with members of the partner community • Partner Community Theater • Networking areas • Welcome reception and daily lunch service GROW your business with resources • 70+ partner-specific sessions • ‘Ask the Experts’ consultation stations
AppBash 2014 on Wednesday Night!
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