Understanding Salesforce B2C Commerce Premier Success Plan

If you’re working with Salesforce B2C Commerce, you’ve likely heard of the Premier Success Plan—but do you know what it truly offers?

This plan is designed to provide both product and developer support, ensuring that businesses can optimize their eCommerce platform efficiently.

What’s Included?

🔹 Product Support: Covers platform maintenance, uptime guarantees (>99.5%), new features, enhancements, and break/fix support. Case severity levels determine response times, ranging from 30 minutes for critical issues to two business days for minor concerns.

🔹 Developer Support: Helps troubleshoot defects in custom code with up to 50 hours per contract year. This includes: ✅ Analysis and troubleshooting of customizable modules in Business Manager ✅ Integration and usage of non-productized modules ✅ Assistance with B2C Commerce APIs

However, it’s important to note that developer support does NOT include: ❌ Development and deployment of new features ❌ Regression testing for pre-release versions ❌ Performance audits or proactive monitoring

Case Severity Levels

When submitting a support request, classifying the severity correctly ensures the best response time: ✅ Severity 1 (Production Down) – 30-minute response, 24/7 support ✅ Severity 2 (Critical Issue) – 4 business hours response ✅ Severity 3 (Normal Issue) – 1 business day response ✅ Severity 4 (Not Critical) – 2 business days response

Why It Matters

With expert guidance, businesses can achieve higher user adoption, faster development of apps, improved productivity, and deeper business insights. Whether you're troubleshooting an issue or optimizing performance, the Premier Success Plan ensures that you have the right support when you need it most.

Have you used Salesforce B2C Commerce support before? Share your experience in the comments! 🚀

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