Venn Developer Support

DESCRIPTION

Developer Support is provided to Venn Support customers on a per integration or environment basis. For implementations that encompassed multiple products or services (Integration & Salesforce), developer support will only be available for those products that are covered by a Starter, Plus, or Ultimate Support Plans. 

Example: Customer has an integration between Salesforce and Sage Intacct and Venn did not implement Salesforce. The integration is covered by a Starter Support Plan while support on the Salesforce Platform is not. 

Customer submits a support case for the integration, but after troubleshooting, it's determined that configuration changes in Salesforce are the source of the issue. This case would no longer qualify for support, unless a Starter, Plus, or Ultimate Support plan is purchased to cover Salesforce support.

Notes:

• Developer Support is provided to Customers' Designated contacts responsible for developing, troubleshooting, or deploying changes within Customer's organization or integration platform. 
• Customer's Designated Contacts are required to provide a reproducible environment (sandbox or development) to debug the issue, unless the issue only happens in product environment. Additionally the Customer's Designated Contacts must provide enough information to understand where the issue is happening.
• All developer support recommendations will strictly adhere to Salesforce best practices or the standard set by Venn for integrations. Support is only available in English.

Refer to the Create a Support Case article to find more info on how to create a case with Venn support.