Salesforce Premier support is the Premier Success Plan, the middle of Salesforce's three support plans. It adds 24/7 support with a 1-hour response target for business-stopping issues, phone support, one-to-one Expert Coaching, health checks, onboarding and developer support to the self-service resources every customer gets. It is listed at 30% of net licence fees, and it is included in some editions, including the Core, Advanced and Max editions launched in 2026.
This guide was first published in 2020. It has been rewritten for 2026 with Salesforce's current Standard, Premier and Signature plans, the new editions that bundle Premier, and advice on getting value from it.
What are Salesforce's support plans?
As of November 2026, Salesforce has three support plans: Standard, Premier and Signature. Salesforce sells support as Success Plans. Its Success Plans page lists three:
- Standard: included in all licences; self-guided resources and technical support.
- Premier: expert guidance and expedited support, with 24/7 support for business-stopping issues.
- Signature: a proactive, personalised partnership with a designated Customer Success Manager and the fastest 24/7 response times.
Older articles mention plans such as Premier+. Salesforce's current Success Plans datasheet lists only these three.
Standard vs Premier vs Signature
The plans differ most in response time: 2 business days on Standard, 1 hour on Premier and 15 minutes on Signature for business-stopping issues.
| Feature | Standard | Premier | Signature |
|---|---|---|---|
| Price | Included in all licences | 30% of net licence fees, or included in some editions | Custom |
| Live help | Help Agent and chat | Help Agent, chat and phone | Help Agent, chat, phone and emergency hotline |
| Case response | 2 days, during local business hours | 24/7/365; 1 hour for business-stopping issues | 24/7/365; 15- and 30-minute updates for business-stopping issues |
| Expert Coaching and onboarding | No | Yes | Yes |
| Health checks and recommendations | No | Yes | Yes, plus Salesforce Health Insights |
| Developer support | Documentation only | 200 lines of code review | 5,000 lines of code review |
| Customer Success Manager | No | No | Yes, designated |
| Proactive monitoring and key event management | No | No | Yes, for select products |
| Courses and certifications | Full price | 25% off courses and certifications | Courses free; 35% off certifications |
Figures from Salesforce's Success Plans datasheet and pricing page, checked on 10 November 2026. Salesforce notes that some features apply only to select products.
What does Premier support include?
Premier includes 24/7 expedited support, Expert Coaching, onboarding, health checks, limited developer support and training discounts.
- Expedited technical support. 24/7/365 case handling, with a response within 1 hour for business-stopping issues, and phone support alongside chat and the Help Agent.
- Expert Coaching. One-to-one sessions with Salesforce experts on your own use cases, plus workshops of 60 to 90 minutes on setting up key features.
- Onboarding. Help aligning your goals with product capabilities, available for select products.
- Health checks and recommendations. Org Health Expert Coaching to keep your org in good shape.
- Developer support. Salesforce experts help troubleshoot custom code, up to 200 lines of code review.
- Training discounts. 25% off Salesforce courses and certifications; free learning stays on Trailhead, as our guide to learning Salesforce explains.
All from the datasheet. What Premier is not: a team that builds or runs your org. Expert Coaching guides your people; the configuration work is still yours or your partner's.
How much does Salesforce Premier support cost?
Premier costs 30% of net licence fees, unless your edition already includes it. The datasheet lists Premier at 30% of net licence fees, or included in Unlimited Edition and Agentforce 1 Edition (formerly Einstein 1 Edition). On 3 September 2026 Salesforce launched new Core, Advanced and Max editions for Agentforce Sales, Service and Industries, priced at $195, $395 and $550 per user per month, and every tier includes Premier Success Plans; its pricing page now says Premier is included with Core, Advanced and Max licences. Salesforce also says existing pricing on legacy editions stays unchanged, and existing Agentforce 1 Edition customers can upgrade to Max at no extra cost.
So the cost depends on your edition. If you are on Enterprise Edition, Premier is usually an extra 30%. If you are on Unlimited, Agentforce 1 or one of the new editions, you may already have it, and the question becomes whether you use it. Check your order form, then confirm with your account executive.
Is Premier support worth it?
Premier is worth it when downtime is expensive, users work around the clock and your team will actually use the coaching; otherwise Standard plus a partner is often better value.
| Premier usually pays off when | Standard is usually enough when |
|---|---|
| An outage stops sales or service and you can't wait two business days | Salesforce is useful but not business-critical |
| Users work across time zones or outside office hours | One team works standard office hours |
| Your team will book Expert Coaching and workshops regularly | You already have a partner or an in-house expert |
| You run custom code and want Salesforce's help troubleshooting it | Your org is mostly standard configuration |
| It is already included in your edition | Paying 30% would cost more than partner support |
Two numbers help the decision. First, what does an hour of Salesforce downtime cost you in lost sales or service? If the answer is significant, the gap between a 2-day and a 1-hour response matters. Second, how many Expert Coaching sessions and code reviews would your team really book in a year? An unused plan is the most expensive one.
A common pattern: keep Premier for 24/7 product support and incidents, and use a partner for the day-to-day admin, enhancements and releases that Salesforce Support doesn't do for you. Our checklist of signs you might need a Salesforce partner helps decide.
How to get the most from Premier
Get value from Premier by logging cases with clear severity, booking coaching before projects and acting on health checks.
- Know your severity levels. The 1-hour target applies to business-stopping issues; describe impact clearly when you log a case.
- Book Expert Coaching early. Use sessions ahead of projects, such as a new cloud or an Agentforce rollout, not after problems appear; see our Salesforce project management guide for where they fit.
- Act on health checks. Assign owners to the recommendations and track them like any other backlog item. Our Salesforce security guide covers many of the usual findings.
- Use the training discounts. 25% off courses and certifications adds up for a growing admin team; free learning stays on Trailhead.
- Review usage at renewal. If you paid for Premier and hardly used it, consider Standard plus partner support.
Getting help
Techila is a Salesforce Summit Partner. Our Salesforce support services and managed services cover the admin, fixes, enhancements and releases that sit alongside Salesforce's own Success Plans, and our edition comparison explains what each edition includes. Talk to us about the right support model for your org.
Frequently asked questions
What is Salesforce Premier support?
It is the Premier Success Plan, Salesforce's middle support tier. It adds 24/7 support with a 1-hour response target for business-stopping issues, phone support, Expert Coaching sessions, health checks and recommendations, onboarding and developer support on top of the self-service resources every customer gets.
How much does Salesforce Premier support cost?
Salesforce's Success Plans datasheet lists Premier at 30% of net licence fees, or included in Unlimited Edition and Agentforce 1 Edition. Salesforce's pricing page also says it is included with the Core, Advanced and Max licences launched in September 2026. Confirm the figure for your contract with your account executive.
What is the difference between Premier and Signature?
Signature adds a designated Customer Success Manager, proactive monitoring and key event management, an emergency hotline, 15- and 30-minute updates for business-stopping issues and a larger developer code-review allowance. Signature is priced individually; ask your account executive.
What do you get with the Standard Success Plan?
Standard is included in all licences. It gives Trailhead, the Trailblazer Community, knowledge articles and documentation, the Help Agent and chat, and case submission with a 2-day response during local business hours.
Is Salesforce Premier support worth it?
It usually is when Salesforce is business-critical and you need fast answers outside business hours, or when your team will use Expert Coaching and developer support. If it is already included in your edition, plan how to use it. If you pay 30% for it, compare it with what a partner support contract would cover.