Own Support and Services offer simple, efficient, and effective results with three Success plans. Having an intuitive product doesn’t mean you’re alone when you suffer from data loss or corruption. We recognize the need for more help, closer alignment, the opinions and safe hands of a data governance SME, as well as partnership at every level.
Self Service Help Center & Onboarding Experience (Recover & Accelerate**)
Onboarding and Training delivered by experts* (Recover & Accelerate**)
Periodic Business Reviews*
24/7 Support including weekends & holidays
Technical Account Manager
Archive Premium Services
Data Recovery Exercises
Data Recovery Readiness & Response (DR3™)
Proactive Service Monitoring
Quarterly Technical Health Checks
Training Workshops
Strategic Alignment
Customer Advisory Board Priority
Executive Briefings
Learn at your own pace with quick, self-guided resources at your fingertips. Take advantage of our experience built for the ultimate self-starter.
Learn best practices from a global community of Trailblazers
Upskill your teams with on-demand resources
24/7/365 prioritized response times over other Standard plan customers
One-hour guaranteed response time for high priority cases
Peace of mind
Nights and weekends are always covered
Business day cases get priority over standard customers
Included with Premier Plus is a dedicated Technical Account Manager (TAM). The TAM will be your main point of technical contact throughout your Own journey. They work proactively to ensure your goals are achieved. Some of the activities they carry out are provided here, but the exact ones will be shaped by your needs.
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Learn the products’ features with guided, hands-on training led
by your TAM.
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Walk through real loss and corruptions - develop the recovery muscle so you can rely on it should the worst happen.
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How ready are you to handle
data loss?
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Is the backup complete, given the ever evolving Salesforce platform? It is optimized? Is it possible to meet RPO and RTO?
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Checking all your services
on a daily basis.
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Feed into a broader data governance strategy and DR plan.
A series of additional alignment and connections to get the most out of your partnership with Own.
Customers will be invited to special events and briefings with our Executive leadership team. This access will allow for direct conversation with our senior leadership team regarding process and product.
These events will be in multiple formats and will be scattered throughout the year.
The Customer Advisory Board (CAB) is an invitation-only customer advisory council that will help guide Own’s future direction and strategic roadmap.
Premier Plus customers will get priority for invitations as we show our partnership in wanting feedback from customers who are fully engaged with us at the highest levels.
As part of the elevated partnership with Premier Plus, customers will have early access to new features and functionalities.
Customers will be asked to give feedback through their TAM and engagements noted above to enhance our products and future direction.
For our Secure products, we offer engagements to get you up and running to quickly improve your security. Our Implementation, Security & Governance, and Support teams work together to enable you.
The SRA is a full system assessment where Own SMEs will work with you to review internal infosec policies, classify the entire Salesforce org data, and do a deep dive analysis of the system.
During the engagement, there are several sessions with you to get aligned, learn about their system, and teach you about their Salesforce security. As a result of the SRA, Own will provide several documents for you, including a risk-prioritized roadmap with some remediation guidance.
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Identify, classify, and validate high-risk fields.
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Health check session, and discovery to provide analysis context.
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Identify risk and prepare deliverables.
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Review deliverables and remediation plan.
A Platform Encryption Workshop helps you plan for and expedite the implementation of Salesforce Shield Encryption.
During the workshop, we will work with you to review internal Infosec policies, classify the entire Salesforce org data, and do a targeted analysis of high-risk fields that can be candidates for encryption.
We will then provide several documents for you, including a Platform Encryption Playbook with detailed recommendations and a phased approach to enable encryption for desired fields.
Identify, classify, and validate high-risk fields.
(Wish list candidates)
Create encryption wish list and identify blockers.
Custom implementation plan and checklist.
Review deliverables and remediation plan.
