Premier Success

Consulting Partner Premier Success Innovate, Grow and Deliver Customer Success

Partner Premier Success Plans Tiered benefits included with program enrollment Partner Technical Support Partner Premier Partner Premier Standard Case Packs Success + Success Manager Benefits Registered (2) Consulting Partner Tier Registered / Silver* Gold Platinum / Strategic Silver (5) Developer Support Severity 1: 1 Hours Severity 1: 1 Hours Severity 1: 1 Hours Support initial Severity 2: 2 Hours Severity 2: 2 Hours Severity 2: 2 Hours 2 business days response time Severity 3: 4 Hours Severity 3: 4 Hours Severity 3: 4 Hours Severity 4: 8 Hours Severity 4: 8 Hours Severity 4: 8 Hours 24/7 toll-free phone support Assigned Success Manager Premier Success Review Partner Premier Success is an annual contract, monthly payment option available * Standard Success Plan takes effect when Technical Support Case Pack allocation is exhausted **Allocated to registered Cloud Resellers only, and is added to SI Program Tier allocation

Partner Premier Success Managers are “Ohana” Uniquely positioned to provide: • Best Practices - provide access to resources which will help Partner enable your Practice teams. Technical CSG Support • Cross-functional Alignment - work with internal stakeholders and advocate on behalf of partners. Partner Partner Partner Account Programs • Case Escalation Management - ensuring implementation issues Manager Success are addressed quickly and accurately. Manager Critical Partner • Red Account engagement - help resolve critical blockers to Incident Enablement Center implementation success. Technology Salesforce Product Services • Success Reviews - evaluating Red Accounts, Case Trends and (TMP) Gap Analysis in order to provide strategic recommendations to drive implementation excellence.

Path to Customer Success Maximizing Partner Premier Success Benefits Build a Strong Incorporate Be available to Proactively Socialize and Relationship PPS as part of work with escalate critical enable teams to with your your Business support to issues to your leverage PPS Success and Consulting resolve Success benefits Manager Practice reported issues Manager

Pathways to Partner Support 24x7 Partner Premier Support Severity 1 Critical Issues can only be placeholder logged via phone Phone Support Online Case Submission

Working with Support Help expedite the work on your case: Collaboration Continue Working Provide all Background Info • Work with support, do not wait • Streamline and organize • Be Present and Engage with on support information to help isolate support as teammates • Continue Internal Analysis problems faster • Be available • Avoid duplicating efforts • Provide a Business Impact • Be prepared • Share your results and • Reproduction Steps • Be active findings • Code • Be patient • Update Case Contact • Simplified Reproduction Do not use Partner Community groups as means to report or escalate support issues.