Why do we need support grant access?

Salesforce makes it incredibly difficult to diagnose issues like this without direct access. Your logs will only provide part of the picture, as once the code enters our managed package, you won’t be able to see what’s being executed on our end.

As you may know, Beaufort 12 has been a Salesforce partner for over a decade, with well over a thousand companies using our products daily. We have also undergone the rigorous and costly Salesforce security review (Salesforce Security Review) and app subsequent re-reviews for compliance, each time incurring a fee.

When granted access, our primary focus is on our logs and replicating the issue you’re experiencing, so we spend most of our time in the setup screens. As a small in-house team that handles all development and support, we do not outsource any of our work. Additionally, any access you provide is time-limited and can be revoked at any point at your discretion.

For what it’s worth, over the past decade, we have worked with and had access to some large companies handling sensitive data, and we are considered a trusted and secure partner. That said, we completely understand and respect the policies companies implement to protect their data. However, in cases like this, the lack of access makes it almost impossible to provide effective support, as we cannot see or replicate the issue to advise on a fix.