• Standard Success Plan customers can access self-guided resources from anywhere. • Premier Success Plan customers can build a path to success with specialized programs. VER DISCO • Signature Success Plan customers can access the most proactive and personalized Salesforce expertise. Identify the Customers Support Plan Knowing your customers Success Plan empowers you to advise the customer on coaching programs they can access to upskill their Salesforce knowledge, access to experts, developer support and best practice methods to engage technical support when needed. Defined Outcomes Purpose ❏ Confirm your customers success plan Understanding what is included in your customers support plan ❏ Familiarise yourself with success plan inclusions/exclusions provides you with clarity on what you also have access to during the ❏ Familiarise yourself with technical support response times implementation to manage both customer and partner expectations. ❏ Discuss support plan inclusions with your customer ❏ Recommend best support plan This also serves as a risk mitigation tactic if your customer only has a ❏ Request Partner “Designated Contact” Assignment to raise cases Standard Support Plan with Online case submission only and with SF Support (customer must be on Premier/Signature) Response Times: 2 days, 12/5 (Mon-Fri)/Excludes Custom Code ❏ Manage project risk and timelines accordingly Troubleshooting. This may impact on project timelines and weekend ❏ Manage deployments accordingly deployments should issues arise. It is recommended to familiarise yourself with the success plan comparison data sheet linked below. Compare Success Plans Features & Inclusions Best Practice Find the Right Success Plan Tools & Templates