Partner Premier Success: Best Practices for Solving Platform Issues (October 13, 2014)

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


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


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!

Technology

Partner Premier Success: Best Practices for Solving Platform Issues (October 13, 2014)