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Heroku Support
We are committed to your success. Whether your app is for an emerging brand or a Fortune 500 company — we’ve got your back.
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Heroku Support
Whatever size, whatever stage we’ve got a support plan that’s a perfect fit.
Basic support is included for all Heroku customers. It includes access to documentation, Trailhead, Trailblazer communities, and our help portal to file tickets. See the Support Policy for full details.
Basic Support
Standard Support
Premier Support
Signature Support
Value Orchestration
Technical Account Manager
Technical Health
Architecture Design Review
Key Event Management
Health Checks and Recommendations
Heroku Data Services
Postgres & Connect Tuning; Dataset Import/Export
Product Adoption
Personalized 1-to-1 Onboarding Workshops
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Planning for Change and Organizational Best Practices
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Technical Support
12x5 Online case submission, Response: best effort
12x5 Online case submission, Response: 2 days during local business hours
Access 24/7/365, Response: 1 hour for business-stopping issues, Online case submission through email and phone, Application Deployment Support
Access 24/7/365 and 911#, Response: 15- and 30-minute updates for business-stopping issues, Highest level of support expertise and highest touch resolution, Application Deployment Support
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Contact sales for Heroku Enterprise support
Heroku Enterprise customers have access to a range of Salesforce Success Plans that offer additional guidance and support.
Additional Support for Heroku Enterprise
Heroku Enterprise customers have access to a range of Salesforce Success Plans that are
designed to help you achieve faster success, increase productivity, and maximize ROI.
Enterprise-Grade Support
Customers that choose a Standard,
Premier,
or Signature
Success Plan can take advantage of Heroku Expert Coaching Sessions (formerly called Heroku Pro modules) that offer deeper technical guidance for Heroku apps.
Customer Solution Architects
Our Customer Solution Architects (CSAs) specialize in best practice app architectures that have been battle-tested
in the field and proven to successfully scale thousands of Heroku apps.
Heroku Expert Coaching Sessions
Onboarding & Implementation Strategy
Clear obstacles for faster, better development on Heroku.
More on the Onboarding & Implementation session
Technical Discovery
Uncover relevant use cases for your existing Heroku investment.
More on the Technical Discovery session
Solution Proposal
Get expert advice on how to implement a specific solution on Heroku.
More on the Solution Proposal session
Plan for Application Scaling
Verify that your production environment will handle a production-sized load.
More on the App Scaling session
Application Performance Assessment
Discover bottlenecks that may be limiting your app’s performance.
More on the App Performance session
Baseline Postgres Assessment
Understand your Heroku Postgres usage, performance, and key metrics.
More on the Baseline Postgres session
Operational Review
Fully realize your Heroku investment and take advantage of platform features.
More on the Operational Review session
Qualified Heroku customers may open a ticket
with the Customer Solution Architects (CSA) team to schedule a session.
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“Heroku’s support is a model that others would do well to follow. Heroku offers genuine customer success support with real exposure to good technical people who can help you identify and fix problems.”
Jonathan Lister Parsons
CTO, PensionBee
PensionBee’s story →
“The Heroku Support Team and my Account Rep have really stepped up when we needed help — they have even given me suggestions that have saved me money. I genuinely feel they are looking out for what is best for my company.”
Mason Hale
Founder & CEO, Team Topia
SwimTopia’s story →
“One of the biggest reasons that we stay on Heroku is the type of guardian angel support that the Heroku team provides. I don’t ever feel like my time is being wasted getting help, and that’s extremely important to me.”
Andrew Garcia
Co-Founder, Goodshuffle
Goodshuffle’s story →
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