CONTACTING CUSTOMER SUPPORT

Salesforce.com realizes the importance of timely customer support assistance. To get the support you need, use any of the following four methods.

Using the Help & Training Window

Using Online Help
The Help tab of the Help & Training window contains the online help. Click the Help for this Page link on any page for help.

The Help & Training window is your first and best method of getting the answers you need. It includes online help for all functionality as well as knowledge base solutions. All content is updated frequently to ensure that you have all the information you need. 1. Start by clicking the Help & Training link to access Salesforce Help, Training, and Support options.

2. Type your question into the search box and click Go!

3. The search returns results from the online help, the solution knowledge base, and training classes. Click the title to view the full content.

Copyright 2000-2011 salesforce.com, inc. All rights reserved.

Last updated: May 31, 2011

Contacting Customer Support

Logging a Case with Customer Support

Online Response Times
Basic Support: 48 hours Premier Support: 2 hours

If you do not find the answers you need in the Help & Training window, your next step is to log a case with Customer Support. This is the preferred method of contact and ensures that your request is immediately logged in our system for direct follow-up. 1. Click Log a Case from the My Cases tab of the Help and Training window. 2. Select the Case Reason for the inquiry as well as the General Application Area and Functional Area. These fields identify the area of Salesforce to which your question relates. 3. Enter a Subject to describe your inquiry. In the Description section, include a complete description of your issue to ensure quick and accurate follow-up.

Contacting Customer Support

Calling Customer Support

Customer Support Hours
North and South America: 4 a.m. to 6 p.m. PT Staffed from San Francisco, CA Languages spoken: English and Spanish Europe, Africa, & Middle East: 8 a.m. to 6 p.m. GMT Staffed from Dublin, Ireland Languages spoken: English, French, and German Japan: 10 a.m. to 12 p.m. JST and 1 p.m. to 5 p.m. JST Staffed from Tokyo, Japan Languages spoken: Japanese Australia 8 a.m. to 8 p.m. AEST Staffed from Sydney, Australia Languages spoken: English

For immediate assistance or to speak to a Customer Support representative: For Customers In North and South America Europe, Africa, and the Middle East APAC Australia (toll-free) Hong Kong (toll-free) Japan New Zealand (toll-free) Singapore (toll-free) Korea (toll-free) Taiwan (toll-free) Thailand (toll-free) Telephone Number 1-415-901-7010 00353 1 272 3503 +65 6302 5700 1-800-789-984 800-967-655 +81 3 5785 8480 0-800-45-0064 800-1301-448 00308-13-1566 00801-14-8701 001-800-13-202-0584

Sending an Email to Customer Support

If you are unable to access the Salesforce application or the Customer Support phone lines, you may contact Customer Support via email: For Customers In North and South America Europe, Africa, and the Middle East Japan Email Address support@salesforce.com support@emea.salesforce.com support@jp.salesforce.com