Salesforce support services
Salesforce support services can include ongoing system monitoring, routine maintenance and upgrade, user support, and on-demand troubleshooting. Itransition’s Salesforce experts can provide a high level of support to ensure the system’s stable, trouble-free performance and proper evolution.
Why Itransition
10+ years Salesforce service provider
Internal Salesforce Center of Excellence
L1, L2 and L3 Salesforce support levels
98 Salesforce certifications
Regarded as a Top Salesforce Consulting Companies by Clutch
Our Salesforce support services
We provide a range of technical support services to cater to any business needs and Salesforce platform improvement goals.
System monitoring
We proactively monitor the implemented Salesforce applications 24/7, making sure they perform as intended and fixing any emerging issues and vulnerabilities at an early stage to minimize their negative impact.
Salesforce administration
Our Salesforce support team will perform various day-to-day user requests, including user account management, workflow configuration, new functionality addition, security and access controls setup, custom reports and dashboards creation, and data import, export, and correction.
Health checks
We can carry out thorough Salesforce platform reviews on a regular basis (e.g., once every month or two months) to pinpoint any issues or areas for improvement. As a rule, health checks include the analysis of system performance and configurations, data management and security, as well as overall user experience.
Troubleshooting
Within this on-demand service, we identify, analyze, and resolve any technical, performance, configuration, data quality, or security issues within your Salesforce org, making sure your system is healthy and properly functioning.
User help desk
Our Salesforce professionals will provide expert guidance to the system’s end-users in their day-to-day work, timely assisting with various requests, solving emerging problems, and helping them get a better understanding of Salesforce’s capabilities.
System evolution
We can improve or change your system to support your business development goals, adding new Salesforce integrations or functionality, modifying the existing capabilities, or improving user experience through workflow automation.
Looking for a certified Salesforce consulting partner?
Salesforce products we support
We support, maintain, and modernize the most popular Salesforce products and applications.
Sales Cloud
Service Cloud
Marketing Cloud
Community Cloud
B2C Commerce
CPQ Salesforce
Salesforce Einstein
Our support levels and pricing models
We provide the most common support tiers and pricing options. On demand, we can also adjust our Salesforce support offer to the specific wishes of our customers.
First-line (L1)
Within this support level, we provide basic issue identification and troubleshooting and perform regular Salesforce management and configuration.
Technical (L2)
This level of Salesforce support is aimed at companies with more complex and area-specific issues, such as system administration or integrations. At this level, we also provide more personalized services, such as health checks and evolution advisory.
Expert (L3)
The highest level of Salesforce support involves Itransition’s dedicated team working closely with the client to understand their challenges and resolve complicated issues and major incidents, often providing custom solutions.
Custom support package
If none of the standard support offers meet your unique requirements, Itransition is ready to work out a tailored offer with a custom set of services and activities.
Monthly fees
You can pay a fixed amount each month for the scope of services and solutions established in advance.
Time & material
We charge customers based on the actual work done, allowing companies to change their support priorities on the fly.
Our approach to Salesforce support delivery
To successfully provide Salesforce support and maintenance services, we follow an established cooperation roadmap.
1
Business analysis and consulting
We begin by analyzing the existing Salesforce products and infrastructure and all the relevant logs pertaining to its previous operation, including incident history and inputs from the IT and business departments. We then study your business needs and work out a success plan detailing the scope of Salesforce support services as well as their delivery schedule.
2
Service delivery
Our Salesforce experts provide the agreed upon support and maintenance services as well as detailed reports on their work and achieved results. We strictly adhere to security and confidentiality standards to make sure your business information is safe with us.
3
Improvements
Drawing on your evolving business needs, we regularly come up with proposals for streamlining your Salesforce business processes or improving its functionality to better sustain your company’s growth.
When to go for third-party Salesforce support
Have limited in-house resources
or expertise to manage and maintain your Salesforce solutions.
Encounter frequent system errors
and downtimes that undermine business continuity.
Need optimal system performance
and strong security on a daily basis.
Lack of support agents
to process and resolve users’ inquiries and tickets.
Need to keep your CRM up-to-date
by ensuring its readiness for updates and feature releases.
Plan system evolution
that requires ongoing modifications and improvements.
Why hire Salesforce support
Need an experienced Salesforce support team to rely on?
FAQs about Salesforce support
What are your service level agreements (SLAs)?
We provide three types of Salesforce support SLAs: 8/5 SLA, which is a standard support package for non-urgent issues, 24/7 SLA, with a reaction time of up to one hour, and custom SLA, where we fully adjust our support activities to your business needs.
How do you keep up with the latest Salesforce updates and changes?
For upcoming system updates, Salesforce typically publishes release notes and installs the changes to sandboxes. Our Salesforce experts study the release notes and test the updates in sandboxes, ensuring they don’t affect our clients’ systems. We also assess the applicability of new features so that our clients can take full advantage of their updated system.
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Case study
Salesforce audit for an EDI solutions provider
Read how Itransition performed a Salesforce CRM audit for Data Interchange and compiled a list of automation and improvement suggestions.