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

Resources

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Consulting partners

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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.
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

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.

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