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.

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!