CRM Support: Basic Level

Expert CRM customer support is a critical factor for increasing user productivity and customer satisfaction, and maximizing the benefits you achieve with Salesforce CRM. This is why, in a departure from the practices of legacy CRM software vendors, a baseline level of CRM service is included in your salesforce.com subscription. Our Basic CRM support is designed to boost your success across all salesforce.com solutions, as well as any custom applications you create and deploy on our Force.com platform.

Basic Support includes:

• Multichannel CRM service and support via the Web, email, and phone
• Online help 24/7: around-the-clock access to an online, searchable knowledge base with answers to the most commonly asked support questions
• 12/5 live CRM customer support (excluding holidays)
• No limit on the number of CRM support cases that can be submitted

For details on how our basic Salesforce CRM support can help you better manage what's important to you and your business, please contact your salesforce.com account executive.

CRM Support: Premier Level

Veteran users know that access to experienced CRM customer support professionals can mean the difference between rapid CRM success and frustrating delays—for your staff and your overall business.

Our premier level of CRM support is designed to maximize your CRM value through a collaborative partnership and personalized CRM services. No one knows more about Salesforce CRM than our Premier customer service representatives (CSRs). They can tackle your toughest CRM support challenges, from troubleshooting for customers of all sizes to setup and configuration for companies with thousands of users.

Premier Support more than pays for itself in terms of higher user adoption, greater CRM success, and increased business productivity. In fact, customers who choose this level of CRM support enjoy an average of 20 to 30 percent higher log-in rates and 50 percent higher adoption of Salesforce CRM features.

In addition to all the benefits of Basic Support, Premier Support provides:

• 24/7 personalized phone CRM service from expert reps, with a guaranteed two-hour response time.
• An assigned CSR or team of CSRs
• CRM support “health checks” to determine whether your company is using its salesforce.com applications to full advantage
• A toll-free, priority-queued CRM customer support phone line (available in the United States and Canada)

Premier Support is part of your subscription to Salesforce CRM Unlimited Edition. To get this stellar level of CRM support for other editions, please contact your salesforce.com account executive.

CRM Support: Premier with Administration

As incredibly easy to use and customize as our applications are, having them managed by a CRM support expert can expedite and increase your CRM success. Salesforce.com’s Premier Support with Administration CRM services lets you better allocate your resources by leaving administration duties to our seasoned veterans.

This is our most comprehensive CRM customer support package, which more than returns its cost by augmenting premier CRM support with ongoing application administration services from a Salesforce CRM customer support specialist. Your CRM support administrator takes the time to understand your company's CRM goals and business issues, and draws on best practices and salesforce.com resources to ensure you realize the greatest value from our array of applications.

In addition to all the benefits provided by premier CRM support, Premier with Administration delivers with dozens of administration services, including:

• Ongoing application maintenance
• Post-deployment application reconfiguration
• Customization CRM services as needed
• New functionality design
• Advanced application optimization

To learn more about the advantages of this highest level of Salesforce CRM support—and the difference it can make for your company—please contact your account executive.

CRM Support: Force.com App Extensions

This CRM support package is the fastest, surest way to customize and extend Salesforce CRM in just the ways you need—to optimize business processes, foster universal user adoption, and ensure end-user satisfaction and loyalty. Force.com App Extensions enlarges the concept of CRM service and support, enlisting our Developer Support engineers to build fully deployed and tested Apex triggers/classes and Visualforce customizations based on your functional requirements.

With this extended CRM customer support, you can request precisely the customizations you want: for example, a user alert to add a Contact Role to the Account page, or a “New” button override on an Opportunity object, or an extension that lets users see customer data on their BlackBerries. As long as your request lies within the scope of this CRM support package, our team of Developer Support engineers can build anything you can come up with.

CRM Support Parameters

Force.com App Extensions can be up to 25 lines of code for Visualforce customizations and up to 50 lines for Apex triggers/classes (including test methods). Our team will build your extensions from scratch. Design work such as images—as well as HTML, CSS, and modifications to existing code—are beyond the limits of this CRM support package.

Deliverables and Key Benefits for Extended CRM Support

We guarantee that all customizations created under the Force.com App Extensions CRM support package will satisfy your needs. Extensions are also fully supported by our Developer Support CRM service.

Benefits of this comprehensive CRM customer support package include:

• Optimized workflows and business processes
• Rapid time to implementation of extensions
• Lower expense than a full consulting agreement
• Greater engineering power without adding developer resources

For more information and pricing details on this unique program of extended CRM support, please contact your account executive.