Case Packs for Partners

/s/Case_Packs.jpg?v=1As a member of the Salesforce Partner Program, your organization is entitled to a Technical Support Case Pack. Depending on your partner type (AppExchange, Consulting), the number of cases in your Technical Support Case Pack may be different. See the table below to understand how many cases you qualify for: 

AppExchange Partners (ISV)*

 Benefit Registered SilverGold Platinum
         Technical Support Case Pack/s/BlueCheckMark.png?v=1/s/BlueCheckMark.png?v=1/s/BlankBox.png?v=1
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*Case pack details may vary for AppExchange Partners (ISV). See the AppExchange Partner Program Guide for details.

Consulting Partners 

 Benefit Registered Silver Gold PlatinumGlobal Strategic
Technical Support Case Pack (number of cases in your pack)
2

5101520


The following is included in a Technical Support Case Pack:

  • Flexible “use as you need” model 
  • Faster initial response by case severity level: 
    • Critical (Severity 1): 1 hour 
    • Urgent: 2 hours 
    • High: 4 hours 
    • Medium 4: 8 hours 
  • Severity definitions available when logging a case 
  • Priority Queue – Directly routed to Premier Tier 2 
  • Developer Support 
  • 24x7 toll-free phone support available for Critical issue (Severity 1)
  • Global hand-off for critical & urgent issues 
  • Online access to documentation, knowledge base articles, Known issues site and other technical resources
Premier Support is here to assist you with partner-specific questions that will enable you to better manage your customer implementations and/or commercial solutions. 

FAQ
Q: Where should I submit cases to count towards my case pack? 
A: Submit your case here. Cases logged under the Help & Training tab for a developer or customer org will not be included as part of your case pack. 

Q: Are issues identified as a bug counted towards my case pack limit? 
A: No, issues validated and identified as a bug are not counted towards your case pack limit. 

Q: What happens when I have reached the limit on the number of cases available to my organization? 
A: Upon reaching your limit, the next case you submit will automatically be downgraded to Partner Standard case routing and the auto-response email will state partner basic support. 

Q: Where can I learn more about partner basic support?
A:
Learn more at http://p.force.com/partnersupport

Q: What if I use all of my cases before the end of my Consulting Partner Program contract, can I purchase an additional case pack? 
A: Unfortunately, you won't be able to purchase an additional case pack. However, you can upgrade and purchase one of our Partner Premier Success Plans - Partner Developer Support or Partner Premier.

Q: What if I'm an AppExchange (ISV) Partner? Do I have access to case packs?
A: AppExchange (ISV) Partners in the Registered or Silver tiered levels will receive this benefit. 

Q: Can AppExchange (ISV) Partners purchase additional case packs?
A: No, but you can upgrade and purchase one of our Partner Premier Success Plans - Partner Developer Support or Partner Premier

Q: How do I know how many case packs I have?
A:
Submit this case to inquire. 

Q: Is the number of case packs we receive relative to our tier in the Partner Program?
A:
Yes. As an AppExchange Partner, see http://p.force.com/isvbenefits. As a Consulting Partner, see http://p.force.com/sibenefits.

Q: As an AppExchange Partner (ISV) or Consulting Partner, what happens if I don't use my case packs for the annual program year (March 1)? 
A:
We recommend using your case packs during the annual program year. If you don't use them, the number of case packs will reset at the beginning of the program year (March 1).

Q: If I submit a case with multiple questions, does that count as one case? 
A: No, if you submit a case with multiple questions our support agents will create a case for each question. These cases will count towards your case pack limit.