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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
All Heroku customers receive access to documentation, Trailhead, Trailblazer communities, and our help portal to file tickets. See the Support Policy for full details.
Heroku Enterprise customers have access to a range of Salesforce Success Plans that offer additional guidance and support.
| All Customers | Standard Success Self-Guided Resources | Premier Success Expert Guidance | Signature Success Proactive, Personalized Partnership | |
|---|---|---|---|---|
| Value Orchestration | ||||
| Technical Account Manager | ✔ | |||
| Access to Customer Solutions Architects Team | ✔ | ✔ | ||
| Expert Coaching Sessions by CSA | ||||
| Planning for Change and Organizational Best Practices | ✔ | ✔ | ||
| Onboarding & Implementation Strategy | ✔ | ✔ | ||
| Technical Discovery | ✔ | ✔ | ||
| Solution Proposal | ✔ | ✔ | ||
| Plan for Application Scaling | ✔ | ✔ | ||
| Application Performance Assessment | ✔ | ✔ | ||
| Baseline Postgres Assessment | ✔ | ✔ | ||
| Operational Review | ✔ | ✔ | ||
| Technical Health | ||||
| Architecture Design Review | ✔ | ✔ | ||
| Key Event Management | ✔ | |||
| Application Deployment Support | ✔ | ✔ | ||
| Health Checks and Recommendations | ✔ | ✔ | ||
| Technical Resources | ||||
| Trailhead Academy Public Classes and Bulk Certification Discounts | 25% | 35% | ||
| Dev Center Documentation | ✔ | ✔ | ✔ | ✔ |
| Trailblazer Community | ✔ | ✔ | ✔ | ✔ |
| Trailhead | ✔ | ✔ | ✔ | ✔ |
| Salesforce Help | ✔ | ✔ | ✔ | ✔ |
| Issue Resolution | ||||
| Case Submission | Online at any time | Online at any time | Online, by email or phone at any time | Dedicated support phone number for emergencies. Submit cases online, by email or phone, at any time. |
| Business Stopping Issue Response Times | Best effort | 2 days, during business hours* | 1 hour | 15 and 30 minute updates |
| Other Issue Response Times | Best effort | 2 days, during business hours* | 2 days, during business hours* | 2 days, during business hours* |
| Get help now | Contact sales for Heroku Enterprise support | |||
*Heroku’s business hours are Monday to Friday, 9am-9pm, Eastern Standard Time (GMT-5), excluding US Holidays.
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
Enterprise Success Plan options are Standard, Premier, and Signature. Customers that choose the Premier or Signature Success Plan can take advantage of Heroku Expert Coaching Sessions. This sessions are delivered by Customer Solution Architects (CSAs), who offer deeper technical guidance for Heroku apps. With a Signature Success Plan, customers have a dedicated Technical Account Manager (TAM). TAMs provide a direct point of contact and aim to be a trusted advisor for a customer’s journey and use of the Heroku Platform.
Customer Solution Architects
Customer Solution Architects (CSAs) are high-touch Heroku experts who provide technical analysis, guidance, and deliver Expert Coaching Sessions. They specialize in architecture design by following Heroku best practices and are a must-have for Enterprise customers who want to improve projects’ time to market. They reduce the burden of the implementation by avoiding common pitfalls and anti-patterns. They provide in-depth analysis of customers’ applications, with meaningful observations and recommendations to improve performance, reliability, and minimize outage risks.
Technical Account Manager
A Technical Account Manager (TAM) is a trusted advisor who aims to understand your unique business context, concerns, and priorities. They provide technical guidance directly, or by engaging other experts such as CSA or Product Management. TAMs are available to participate in customer meetings to track best practices, advise on upcoming platform changes and technical readiness. Heroku TAMs actively engage and provide oversight to help resolve your most important issues as soon as possible and act as your advocate.
Heroku Expert Coaching Sessions
Customer Solution Architects (CSAs) deliver specialized Expert Coaching Sessions that cover the whole customer application lifecycle, from platform onboarding and project inception to production rollout. Qualified Heroku customers may open a ticket with the CSA team to schedule a session.
Onboarding & Implementation Strategy
Clear obstacles for faster, better development on Heroku.
Technical Discovery
Uncover relevant use cases for your existing Heroku investment.
Solution Proposal
Get expert advice on how to implement a specific solution on Heroku.
Plan for Application Scaling
Verify that your production environment will handle a production-sized load.
Application Performance Assessment
Discover bottlenecks that may be limiting your app’s performance.
Baseline Postgres Assessment
Understand your Heroku Postgres usage, performance, and key metrics.
Operational Review
Fully realize your Heroku investment and take advantage of platform features.
“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.”