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Partner Case Submission Guide

Infographic | 4 pages | This guide will provide examples of common partner cases with a high-level description

ISV Partner Case Submission Guide This guide will provide examples of common partner cases with a high-level description. We'll also provide tips on how to properly label cases and identify the critical information necessary to help route your case for optimal resolution times. Partner Request Example Case Type to Select Information Needed in Case License - Transfer 10 licenses from Inquiry Type: Partner Program Support - Customer Org IDs Transfer org XXX to org YYY Product: ISV Billing & Order Support - License type to be transferred **Orgs must belong to the Topic: License Swap/Transfer - Quantity of licenses being transferred same end customer** - Swap 10 admin licenses for Inquiry Type: Partner Program Support - Customer Org IDs Product 10 platform licenses Product: ISV Billing & Order Support - Products being swapped Swap **Must be same product type** Topic: License Swap/Transfer - Quantity of products being swapped - Input wrong price or quantity Inquiry Type: Partner Program Support - Service Order # Order Entry on a partner service order that Product: ISV Billing & Order Support - Information that needs to be Revision has been submitted or Topic: Partner Order Errors & amended processed Revisions - Note: Any order revisions are subject to SFDC approval 1

ISV Partner Case Submission Guide Partner Request Example Case Type to Select Information Needed in Case Inquiry Type: Partner Program Support - Customer Org ID Service - My customer org has shut down Product: ISV Billing & Order Support - Relevant Service Order # Disruption - My customer org is missing licenses Topic: Service Disruption - Relevant License Type & Quantity - Indicate the issue is Sev-1 in description - Order submission complete, but Provisioning customer does not see licenses Inquiry Type: Partner Program Support - Customer Org ID - Order submission stuck in "In Product: ISV Billing & Order Support - Service Order # Issues Process" status Topic: Partner Order Errors & Revisions - Order submission placed in "Error" status Reverse - Reversing a cancellation or Inquiry Type: Partner Program Support - Customer Org ID Cancellation reduction order already Product: ISV Billing & Order Support - Service Order # submitted via the COA Topic: Partner Order Errors & Revisions 2

ISV Partner Case Submission Guide Partner Request Example Case Type to Select Information Needed in Case - Issues setting up and Inquiry Type: Partner Program Support - Customer Org ID COA Issues configuring the COA Product: ISV Billing & Order Support - Detailed description of issue or error - Error messages upon order Topic: COA Setup & Product Catalog Support - Any applicable screenshots submission - Request to update billing Inquiry Type: Partner Program Support Billing information including: Product: ISV Billing & Order Support - Updated billing information Information - Contacts Topic: Update Billing Information - E-Mail - Addresses Billing Dispute - Questions or disputes regarding Inquiry Type: Partner Program Support - Customer and invoice details your invoice(s) Product: ISV Billing & Order Support - If more than one dispute, attach the Topic: Billing Disputes Salesforce Billing Dispute Template 3

ISV Partner Case Submission Guide Partner Request Example Case Type to Select Information Needed in Case - Requesting additional details Inquiry Type: Partner Program Support Credit Memo regarding a credit memo Product: ISV Billing & Order Support - Any related information to the credit Payment Application issued by Salesforce Topic: Update Billing memo or payment in question - Requesting details about a Information/Payment Application payment made to Salesforce Courtesy License - Requesting a courtesy Inquiry Type: Partner Program Support - Customer Org ID Request license for your end customer Product: Partner Programs & Benefits - Product & Quantity requested Topic: License Request - Active Org - Duration requested Please note the case types listed in this document are related to the COA, licensing, provisioning, and invoicing/billing. They do not include other partner case types such as Trialforce, LMA, Environment Hub, etc. 4