When to Contact Salesforce Support Directly

Our support team handles issues related to Unity™ Practice Management (Unity™ PMS). For issues with the Salesforce platform itself, you'll need to contact Salesforce directly.

If your issue involves core Salesforce features, user access, or platform performance, it's likely a platform level issue and you'll need to log a ticket directly with Salesforce to resolve it.

Here are some common examples of platform-level issues:

• Login & access issues (MFA/SSO lockouts) - When users can't log in due to MFA or SSO errors, the root cause typically sits with Salesforce or your third-party SSO provider, not your org configuration. Contact Salesforce or your SSO provider to resolve.
• System performance & outages - Global platform slowness or platform outages that leave your system inoperable or continuously timing out need to be raised directly with Salesforce, who can assist or provide status updates.
• Sandbox refresh errors - Any errors or significant delays when copying or refreshing a sandbox need to be raised with Salesforce to resolve effectively.
• Core automation & standard feature failures - Issues with features such as Email-to-Case or standard reporting need to be raised with Salesforce directly for a prompt resolution.

For more information and further insight on how to contact Salesforce Support, follow the link to the official Salesforce Help article - How to Get Support from Salesforce Help

How to Log a Case in the Salesforce Help Portal

Follow these steps to submit a support ticket directly to Salesforce:

1. Go to the Salesforce Help Portal and click “Log In” in the top-right corner, then select “Salesforce Login”. Use the same credentials you use to access your Salesforce Platform.
2. From the Help Portal site after logging in, navigate to “My Cases” from your profile icon in the top-right corner, or go directly to help.salesforce.com/s/cases.
3. Click the “Create a Case” button.
4. Fill in the details and include a clear subject, a detailed description, and an appropriate severity level.
5. Click “Submit” to open your ticket. You can track updates and respond to the agent directly through the portal.

If you are unsure if an system issue would be a Salesforce Platform or Unity™ PMS issue, submit a ticket to our support email - unitypmsupport@dyedurham.com - where we can help you identify the issue.