Service expectations
Define contact methods, availability, severity levels and response targets. Clarify how response differs from resolution and how urgent issues are escalated.
Salesforce support guide
What should your Salesforce support arrangement cover?
A useful support arrangement keeps the platform dependable and helps it adapt as the business changes. The scope should reflect your internal capability, the complexity of the setup and the work you need done.
Book a free introductionStart with the responsibilities.
List the work that needs an owner: user questions, defects, permissions, data quality, integrations, platform changes and planned improvements. Decide what your team will manage and where outside support is needed.
An internal administrator may need specialist backup. Another business may need a provider to take a broader role. The agreement should make that distinction clear.
Agree these points in writing
Maintenance and testing
Agree how platform updates, integrations and changes will be assessed and tested, including the business calendar and approval process.
Documentation and access
Keep records of configuration, connections and key decisions. Agree access, ownership and what a future handover would require.
Improvement work
Maintain a prioritised list of changes linked to business needs. Make it clear how planned improvements compete with support demand.
Understand what the price includes.
Compare the scope behind a retainer, a block of hours or project-based support. Check included hours, additional rates, unused time, exclusions and the cost of an urgent request.
Ask how work and service performance will be reported. A useful review explains recurring issues, completed changes and the priorities ahead.
Plan the handover before you need it.
Agree the documentation, access and assistance required if you change providers or bring support in-house. Include how active issues and outstanding work will be transferred.
If you are unsure what your current setup needs, start with a conversation about the business process and recurring problems. A separately scoped health check can establish the priorities in more detail.
Start with a conversation
Let's talk through your business.
Book a free 30-minute call. We'll talk through what's getting in the way, where we can help, and how we can work together to move things forward.