Use B2C Commerce Premier Success
Learning Objectives
After completing this unit, you’ll be able to:
- Describe what kind of issues you can escalate for support.
- List three things that developer support does not include.
- Describe the case severity levels and their response times.
- Explain the difference between product and developer support.
What Is Premier Success?
The Salesforce B2C Commerce Premier Success Plan includes both product and developer support. This plan is designed to help you get your site up and running fast with the amazing ecommerce features that you have been waiting for.
Linda Rosenberg, Cloud Kicks admin, knows she plays a key role in her company’s success. With the Premier Success Plan, she gets expert advice and best practices that are proven to help her drive new feature adoption. She gets support when and where she needs it, boosting her productivity both immediately and in the long run.
This plan gives her access to a knowledgeable Salesforce team.
These specialists provide help that ranges from expert guidance on business objectives to one-on-one working sessions via accelerators in the Customer Success Event Calendar. Accelerators focus on key challenges, such as:
- Getting Started: B2C Commerce: Onsite Search
- Getting Started: B2C Commerce: Page Designer
- Getting Started: Commerce Cloud: Einstein Product Recommendations
When platform issues arise, Vijay Lahiri, Cloud Kicks developer, reaches out to B2C Commerce Customer Support to help troubleshoot them. This type of support happens after storefront implementation. Vijay already participated in various webinars, communities, and Circles of Success to learn about B2C Commerce. He’s taken the classes and learned via Trailhead. He’s well-grounded on the platform. The Premier Success Plan builds on that foundation with exclusive online and in-person events and resources to help him go the extra mile.
He’s ready to help his company achieve higher shopper adoption, faster development of new apps, a boost in productivity, and greater business insights than the competition.
The Premier Success Plan includes both product and developer support. Let’s talk about these in more detail.
Product Support
B2C Commerce Customer Support provides support for all B2C Commerce products per the master service agreement (MSA). Linda relies on this support for her day-to-day requirements, such as when import jobs don’t work properly.
The product support team provides maintenance and support services to the B2C Commerce code and platform.
- Guaranteed platform uptime of >99.5%
- Ongoing maintenance and optimizations across all product platforms (production and nonproduction environments)
- New product features, enhancements, and product corrections
- Break/fix support
B2C Commerce support hours are based upon case severity.
Developer Support
Vijay is most interested in developer support, which is included in the Premier Success subscription. The expert B2C Commerce certified developers who provide this support (when purchased from B2C Commerce) are responsible for all questions or issues related to defects in custom code.
The Premier Success Plan includes up to 50 hours of developer support per contract year on a use-it-or-lose-it basis.
Developer support is limited to break/fix troubleshooting, problem diagnosis, and repair activities, such as:
- Analysis and troubleshooting of the customizable modules in Business Manager
- Integration and usage of non-productized modules
- Help with B2C Commerce APIs
Vijay plans to do much of the storefront development himself. And that’s great, because development is what he does best. He knows that developer support does not include the following.
- Development and deployment of new code (non-break/fix)
- Development and deployment of new customized features
- Prerelease regression testing
- Support of prerelease/beta features
- Load testing
- Presale/event scalability assessment
- Proactive monitoring of performance measures
- Code and performance review/audit
Developer support applies when troubleshooting existing custom reports on SQL Server Reporting Services (SSRS).
Let’s take a closer look at severity levels and support times so he and Linda know what to expect.
Case Severity Levels and Response Times
When Linda submits a case, she must describe the business impact of her request, including the percentage of users affected.
- Does she have a workaround?
- What business functionality is she unable to perform?
- Which and how many users are affected?
- How long has the problem been happening?
- How often does the problem happen?
The more detailed her answer, the better customer support will be able to prioritize her case. Customer support makes every effort to resolve high-priority issues as quickly as possible. If Linda’s request doesn’t meet the defined severity level criteria as described here, customer support might reclassify it, as appropriate.
Here are the severity levels.
| Severity Level |
1 |
2 |
3 |
4 |
| Name | Production Down |
Critical |
Normal |
Not Critical |
| Response timeframe | 30 minutes | 4 business hours |
1 business day |
2 business days |
| Description | The services are substantially inoperable in a post-launch production instance with a high impact to multiple users of the site and a manually agreed upon workaround has not been implemented in such a way that mitigates the issue. |
A substantial product feature is not working or a substantial performance problem exists that causes the services to perform poorly, impacting multiple site users. A reasonable workaround is available and can be implemented at customer’s convenience. |
A system performance issue or bug affects some but not all users. A short- term workaround is available, but not scalable. |
A cosmetic product or documentation error exists and user operation is not impacted. This severity is also appropriate for product enhancement requests. |
It’s important that Linda calls customer support (via the Premier Success Plan) for all priority 1 cases, which are then prioritized and worked on first. For other issues, she can submit a case online or call support.
- Severity Level 1: Target initial response times are 24x7, including weekends and holidays. These cases must be submitted via telephone. Initial response times do not apply to severity level 1 cases submitted via email.
- Severity Level 2, 3, and 4: Target initial response times are 24x5, excluding weekends and holidays, and do not apply to cases submitted via email. Infrastructure-related cases are only addressed during United States EST business hours despite local business time.
Excluded Items
Premier Success plans do not include:
- Assistance with password resets. Users should click the Forgot your password? link on the login page or contact their account administrator.
- Assistance with usernames. Users should contact their account administrator.
- Assistance with lockouts due to incorrect login attempts. Users should contact their account administrator to unlock the account or wait for the lockout period to expire.
Next Steps
You learned about the B2C Commerce Premier Success Plan, and the types of Salesforce experts who help a designated contact. You learned how product and developer support help merchants achieve their business goals. You also looked at case severity levels and their response times to better understand how to escalate issues.
Next, you take a look at the support portal for a more in-depth experience.