Consulting Partner Program Success Plans

Consulting Partner Program Success Plans We place great value on your success as a Salesforce Partner. That’s why we’re committed to supporting your business with embedded Partner Success Plans, enhancing the benefits you receive as a Salesforce Consulting Partner. Consulting Partner Success plans include a range of services to help answer your questions, resolve your technical issues, and drive implementation success. Starting in Program Year 20: Partner Premier Success plans are now included as a program benefit for Gold, Platinum, and Global Strategic Partners. In addition, Platinum and Global Strategic Partners get access to an assigned Success Manager as part of this embedded benefit. 1: Partner Standard: Our Partner Standard Success Plan includes access to self-help resources and the ability to log cases for functional and technical issues via the Partner Community. This is generally available to Registered and Silver Consulting Partners. Features include: • Technical support with an initial response time of 2 business days 2: Technical Support Case Packs: Technical Support Case Packs are included as a partner program benefit for Registered and Silver Consulting Partners, providing limited transactional access to Partner Premier Support. Number of cases allocated varies and is determined by assigned tier at start of program year. Additional cases will be allocated if eligible for tier advancement during quarterly evaluations. For more details please visit the Consulting Partner Plan Benefits Overview. Once the Case Pack has been exhausted Registered and Silver partners revert to Standard Support Plan. 3: Partner Premier Success: The Partner Premier Success Plan is included for our Gold Consulting Partners. Features include: • Developer Support for error-related troubleshooting and code analysis, plus best practices to help you with customer implementations and solutions on the Force.com platform • Technical support with initial response times between 1- 8 hours, based on severity

4: Partner Premier Success with Success Manager: The Partner Premier Success with Success Management plan is included for our Platinum and Global Strategic Consulting Partners. Features Include: • All the benefits included in Partner Premier Success • 24/7 toll-free phone support • Assigned Success Manager: Your Success Manager is aligned to be an extension and advocate for partner and customer success. They are uniquely positioned to effectively and proactively manage issues, track common trends and escalations to help drive implementation success. • Success Review: Annual analysis of case trends, escalation patterns (including RED accounts) and your overall experience to ensure you are receiving the full value from this embedded program benefit. The following table illustrates a side by side comparison of the various Support Plans and features: Our Developer Support is designed specifically to assist our partners with successful implementations within a wide range of technical environments and scenarios. You can find out more about developer support here.