Support Guide for Breadwinner Customers

Every Breadwinner subscription includes free basic support. This document addresses how to access support, basic support procedures, and the limitations of the free support offer.

Nobody likes to contact support, and we at Breadwinner understand that. Therefore, we have taken a couple of steps to either make contacting support as easy as possible or make it unnecessary.

Breadwinner Support is available via a dedicated support portal that uses the Salesforce Service Cloud to manage support cases

If you think that you need support, please check the Knowledge Base (KB) of our Support Portal. This can be accessed either via the tab in the Breadwinner Setup or via the Breadwinner Website under your product’s "Support" tab. There, you’ll find helpful articles, many with instructional videos. These articles may help resolve the issue you are experiencing or answer a question you may have without having to submit a ticket.

If the KB does not help, you can access the Breadwinner Support Portal in three ways:

- preferably via the "Contact Support" option on the left-hand side of the Breadwinner set-up tab (this option is preferred because it automatically gives us the most background information regarding your Salesforce Org).

- via the Breadwinner website under your product’s "Support" tab

- by emailing "[email protected].” If you use this method, please provide the customer’s name and Org ID and grant login access if this is a technical issue.

When submitting "technical" support cases, it is very important that you grant "login access” to the Salesforce Org in which the issue is occurring so that our team can replicate the problem. Our support staff will not create or modify any of your records but simply look at the situation you are experiencing. If necessary, test records are usually created in our own test environments.

If you have non-technical questions, you can also submit them via the above three methods. However, they should be marked accordingly and do not require login access.

1 - You should immediately receive an automated confirmation email informing you that your ticket has been received.

2 - Our support team is tasked with addressing tickets received during working days within 24 hours. Our agents may be in different time zones, so you may not get a second response immediately, but rest assured that one of our agents will have looked at the issue and responded within the 24-hour timeframe.

3 - If the issue is important, please preface the title of your case with the term “Urgent.” In that case, some of our team members who are not dedicated to support may spring into action and attempt a faster resolution.

4 - If you receive an email response from our team members, please stay in the same support email thread by replying to the email you received. Creating a new ticket or emailing a new message to [email protected] can potentially delay our responses because those actions create new tickets, which may not immediately be merged with the original case.

Breadwinner is an ISV that works with Salesforce Partners. Breadwinner sells and supports the functionality of the Breadwinner Products. However, Breadwinner is not a Salesforce consultant and does not provide professional services.

Breadwinner will not offer specific implementation assistance beyond our typical onboarding. Moreover, help with standard Salesforce tasks and procedures that could be performed without Breadwinner (e.g., field creation and report building) is not provided either. A Salesforce Administrator or a Consultant should perform these tasks. Breadwinner may be able to provide additional support to your Salesforce Consultant, though this is handled on a case-by-case basis.

While Breadwinner support is limited to email, in conjunction with granting login access. This is the standard support method suggested by Salesforce for their ISVs and Implementation Partners, and it is our experience that the overwhelming majority of cases can be resolved expediently in this manner.

If we cannot resolve your case in a reasonable timeframe, we may attempt other communication methods, including Zoom calls. Should that happen, we will provide you with a link to a calendar from which you can pick a day/time or propose a day/time and then send you a calendar invite to resolve the issue this way.

Finally, for larger installations, Breadwinner offers an Application Interface called Global API (GAPI), which allows extending Breadwinner beyond its regular packaged functionality. The use and implementation of this tool require the assistance of a seasoned APEX specialist (i.e., typically a consultant). Breadwinner offers to review code produced by the specialist; however, we cannot write code, APEX classes, or triggers. 

Below are questions we occasionally see on our support portal. We are unable to provide support on these topics, though (on a case-by-case basis) we may be able to provide a one-off session to your Salesforce Consultant, provided they are a registered Salesforce Partner.