Partner Premier Success: Best Practices for Solving Platform Issues (October 13, 2014)
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This document discusses best practices for Salesforce partners to achieve success and solve platform issues as a Premier partner. It provides an overview of the different partner success plans and support resources available. The document then outlines best practices such as leveraging knowledge from other partners, monitoring premier alerts, understanding SLAs and case definitions, and being proactive when engaging with developer support by providing details about business impact. It emphasizes escalating cases appropriately and connecting with the partner success account manager for additional assistance.
Partner Premier Success: Best Practices for Solving Platform Issues (October 13, 2014)
- 1. Partner Premier Success: Best Prac0ces for Solving Pla6orm Issues
- 2. Segun DeSilva Success Account Manager, Partner Premier
- 3. Participants Nia Samady Director, Partner Premier Success salesforce.com Jordan Pogon Principal, Success Account Manager salesforce.com
- 6. 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
- 7. Partner Premier – Reseller SUCCESS RESOURCES • Assigned designated Success Manager* • Success Review* • Self-‐service resources including partner portal and Help site 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 $54,000 USD/year/region Partner Success Plans Partner Standard SUCCESS RESOURCES • Self-‐service resources including partner portal and Help site SUPPORT • Online non-‐developer case submission only • 2-‐business day response TRAINING • Unlimited access to complete online training catalog TRAINING • Unlimited access to Premier online training catalog Included w/ Partnership Partner Premier SUCCESS RESOURCES • Assigned designated Success Manager* • Success Review* • Self-‐service resources including partner portal and Help site SUPPORT • 24x7 toll-‐free phone & online case submission • Staggered SLAs by Severity • 1 hour response for Sev 1 -‐ Cri8cal • Developer support TRAINING • Unlimited access to Premier online training catalog $24,000 USD/year/region Partner Developer Support SUCCESS RESOURCES • Self-‐service resources including partner portal and Help site SUPPORT • Online case submission only • 2-‐business day response • Limited Developer support (max 20 cases) TRAINING • Unlimited access to complete online training catalog $6,000 USD/year/region *With $20K minimum annual Partner Premier Success fee, or $45K minimum annual Partner Premier-‐CRM Reseller fee. CRM Resellers ONLY
- 8. Best Prac0ces To Achieve Success
- 9. Partner Premier: Best for Solving Pla6orm Issues
- 10. 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
- 11. Extended Team: TE, R&D, PMs Support
- 12. Be A Partner To Developer Support
- 13. Understanding SLA & Definitions Selec8ng the correct severity level ensures the fastest response 8me 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.
- 14. 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.
- 15. 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. KDuponi@awcomputing.com (212) 869-9327 Escalate aXer 2 hours Primary contacts CALL 24x7 phone line Escalate directly to your Partner Success Account Manager
- 16. Example Case: Be a Partner with Developer Support
- 17. 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
- 19. Check out the new Partner Community https://partners.salesforce.com/
- 20. 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
- 21. AppBash 2014 on Wednesday Night!