Focus on apps, not issues
Great experience is at the heart of what we do and that means we give you a variety of support options so you can put all your focus on building great apps.
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Heroku Support
All Heroku customers receive access to documentation, Trailhead, Trailblazer communities, and our help portal to file tickets. See the Support Policy for full details.
Heroku Enterprise customers have access to a range of Salesforce Success Plans that offer additional guidance and support.
All Customers |
Standard SuccessSelf-Guided Resources |
Premier SuccessExpert Guidance |
Signature SuccessProactive, Personalized Partnership |
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|---|---|---|---|---|
| Value Orchestration | ||||
| Technical Account Manager | ||||
| Access to Customer Solutions Architects Team | ||||
| Expert Coaching Sessions by CSA | ||||
| Planning for Change and Organizational Best Practices | ||||
| Onboarding & Implementation Strategy | ||||
| Technical Discovery | ||||
| Solution Proposal | ||||
| Plan for Application Scaling | ||||
| Application Performance Assessment | ||||
| Baseline Postgres Assessment | ||||
| Operational Review | ||||
| Technical Health | ||||
| Architecture Design Review | ||||
| Key Event Management | ||||
| Application Deployment Support | ||||
| Health Checks and Recommendations | ||||
| Technical Resources | ||||
| Trailhead Academy Public Classes and Bulk Certification Discounts | 25% | 35% | ||
| Dev Center Documentation | ||||
| Trailblazer Community | ||||
| Trailhead | ||||
| Salesforce Help | ||||
| Issue Resolution | ||||
| Case Submission | Online at any time | Online at any time | Online, by email or phone at any time | Dedicated support phone number for emergencies. Submit cases online, by email or phone, at any time. |
| Business Stopping Issue Response Times | Best effort | 2 days, during business hours* | 1 hour | 15 and 30 minute updates |
| Other Issue Response Times | Best effort | 2 days, during business hours* | 2 days, during business hours* | 2 days, during business hours* |
| Get help now | Contact sales for Heroku Enterprise support | |||
Additional Support for Heroku Enterprise
Heroku Enterprise customers have access to a range of Salesforce Success Plans that are designed to help you achieve faster success, increase productivity, and maximize ROI.
Heroku Expert Coaching Sessions
Customer Solution Architects (CSAs) deliver specialized Expert Coaching Sessions that cover the whole customer application lifecycle, from platform onboarding and project inception to production rollout. Qualified Heroku customers may open a ticket with the CSA team to schedule a session.
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Onboarding & Implementation Strategy
Clear obstacles for faster, better development on Heroku.
More on the Onboarding & Implementation session -
Technical Discovery
Uncover relevant use cases for your existing Heroku investment.
More on the Technical Discovery session -
Solution Proposal
Get expert advice on how to implement a specific solution on Heroku.
More on the Solution Proposal session -
Plan for Application Scaling
Verify that your production environment will handle a production-sized load.
More on the App Scaling session -
Application Performance Assessment
Discover bottlenecks that may be limiting your app’s performance.
More on the App Performance session -
Baseline Postgres Assessment
Understand your Heroku Postgres usage, performance, and key metrics.
More on the Baseline Postgres session -
Operational Review
Fully realize your Heroku investment and take advantage of platform features.
More on the Operational Review session