Focus on apps, not issues

Great experience is at the heart of what we do and that means we give you a variety of support options so you can put all your focus on building great apps.

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Heroku Support

We are committed to your success. Whether your app is for an emerging brand or a Fortune 500 company — we’ve got your back. Find out more about support plans


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Heroku Support

Whatever size, whatever stage we’ve got a support plan that’s a perfect fit.

Basic support is included for all Heroku customers. It includes access to documentation, Trailhead, Trailblazer communities, and our help portal to file tickets. See the Support Policy for full details.

Basic Support

Standard Support

Premier Support

Signature Support

Value Orchestration
Technical Account Manager
Technical Health
Architecture Design Review
Key Event Management
Health Checks and Recommendations
Heroku Data Services Postgres & Connect Tuning; Dataset Import/Export
Product Adoption
Personalized 1-to-1 Onboarding Workshops
Private and Shield Spaces Management Onboarding and Orientation Compliance Guidance
Customer Expertise
Planning for Change and Organizational Best Practices Self-serve Resources Self-serve Resources Expert-led Coaching Programs Expert-led Coaching Programs
Trailhead Academy Public Classes and Bulk Certification Discounts 25% 35%
Office Hours (Ask an Expert)
Trailblazer Community
Salesforce Help
Issue Resolution
Technical Support 12x5 Online case submission, Response: best effort 12x5 Online case submission, Response: 2 days during local business hours Access 24/7/365, Response: 1 hour for business-stopping issues, Online case submission through email and phone, Application Deployment Support Access 24/7/365 and 911#, Response: 15- and 30-minute updates for business-stopping issues, Highest level of support expertise and highest touch resolution, Application Deployment Support

Heroku Enterprise customers have access to a range of Salesforce Success Plans that offer additional guidance and support.

Enterprise-Grade Support

Additional Support for Heroku Enterprise

Heroku Enterprise customers have access to a range of Salesforce Success Plans that are designed to help you achieve faster success, increase productivity, and maximize ROI.

Enterprise-Grade Support

Customers that choose a Standard, Premier, or Signature Success Plan can take advantage of Heroku Expert Coaching Sessions (formerly called Heroku Pro modules) that offer deeper technical guidance for Heroku apps.

Customer Solution Architects

Our Customer Solution Architects (CSAs) specialize in best practice app architectures that have been battle-tested in the field and proven to successfully scale thousands of Heroku apps.

Heroku Expert Coaching Sessions

Qualified Heroku customers may open a ticket with the Customer Solution Architects (CSA) team to schedule a session.

“Heroku’s support is a model that others would do well to follow. Heroku offers genuine customer success support with real exposure to good technical people who can help you identify and fix problems.”

Jonathan Lister Parsons
CTO, PensionBee
PensionBee’s story →

“The Heroku Support Team and my Account Rep have really stepped up when we needed help — they have even given me suggestions that have saved me money. I genuinely feel they are looking out for what is best for my company.”

Mason Hale
Founder & CEO, Team Topia
SwimTopia’s story →

“One of the biggest reasons that we stay on Heroku is the type of guardian angel support that the Heroku team provides. I don’t ever feel like my time is being wasted getting help, and that’s extremely important to me.”

Andrew Garcia
Co-Founder, Goodshuffle
Goodshuffle’s story →