Primary Contact
Integration support and onboarding requests should be routed to:
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Marketplace Support
Salesforce Commerce Cloud Support Policy
Support for Salesforce Commerce Cloud deployments is structured for enterprise operations and pilot execution continuity.
The hosted gate (apps/sfcc) and SCAPI/Account-Manager auth are built and unit-tested; the in-platform OCAPI cartridge is reference material (docs/integrations/sfcc). Live enforcement is gated on an SFCC sandbox plus Salesforce partner code certification of the cartridge. The gate fails open on any engine error so it can never break a merchant's checkout. Pricing follows the usage-based Defence, Premium, and Enterprise model at /pricing.
Response Targets
- • P1 incident: initial response within 1 hour during coverage windows.
- • P2 operational issue: initial response within 4 business hours.
- • General request: initial response within 1 business day.