Customer Success and Support

APPLIES TO | CUNEIFORM FOR CRM CUNEIFORM FOR DATA CLOUD

Our Support Channels

All customers have access to email and Slack-based support channels. Our Success and Support Plans page also includes additional offerings and services. Use the following channels to contact us at your convenience.

Via Email

Don't hesitate to contact us with any questions, recommendations, or feedback at sfsupport@peernova.com. Emails received are automatically turned into Salesforce Cases following our documented SLAs.

Our minimum SLA for free and trial products is “best effort.” Paid products and success plans have a one (1) to three (3) business day SLA depending on the tier of support and severity of the issue reported.

Our Success and Support Plans
TEN MinutES

Our Standard and Premium Success Plans page provides an overview of our Standard and Premium Success plans. We have success plans for every type of customer preference: Learn on Your Own (Standard), Show Me How (Premium Silver), and Succeed Together (Premium Gold). Learn how you can receive installation support and consultative guidance or participate in one of our accelerators to assess your Salesforce org's data health, reliability, or AI readiness.

Troubleshooting Guide
one minute

Review our FAQ-style troubleshooting guide, which provides guidance from installation through profiling large data volumes. Learn how to solve simple configuration, permission, and profiling scenarios that may block your progress.

View Caught Profiling Exceptions
five MinutES

Cuneiform for CRM captures and audits exceptions it generates in your Salesforce org. We catch them to audit their details. In the interest of empowering customers, exceptions provide context about behaviors or features that operate differently than expected. This section explains where you can find exception logs and what to do with the information you’ll find there.

Respond to Salesforce Flow: Profiling Error Emails
five MinuteS

Cuneiform for CRM leverages Salesforce flows, which may generate exceptions and alert emails if a flow fails to act as expected. These alert emails contain information valuable to our development team if the issue persists and needs investigation. This section explains where to locate that information, view related exceptions, and what information is valuable to share with support.

Granting PeerNova, Inc. Support Login Access to Your Org

THREE MINUTES

The PeerNova Support team may request temporary access to your Salesforce org to assist you with troubleshooting an issue or answering any questions you have about Cuneiform for CRM. Follow the steps in this article to grant PeerNova Support access to your Salesforce org.

Sharing Product Feedback
THREE MINUTES

It’s our goal that Cuneiform for CRM makes your life easier, especially in how you deliver value for your organization and your organization’s customers. We’d love to hear from you, so please check out this section and let us know if you encounter any issues or have ideas about enhancements or new features.

Slack Channel Code of Conduct
TWO MINUTES

You’re welcome to join our community, and we hope you treat each other respectfully. This section outlines our expectations for community members as a code of conduct.

Join our Cuneiform® for CRM Slack Channel

Want to join our user community and gain access to our Support Team, Product Managers, and other customers on their “fit for purpose” data journey? Request to join the Cuneiform for CRM Slack channel and please review our Slack Channel Code of Conduct to understand channel expectations.