Support Packages
Our support isn’t just about resolving issues: it’s about empowering you to achieve seamless operations and lasting success.
| Managed Services | Salesforce Support | Project Based | |
|---|---|---|---|
| Administration | |||
| Remote administartion of your Salesforce org | ✔ | ✔ | ✔ |
| Org management | ✔ | – | ✔ |
| User management | ✔ | – | ✔ |
| Organisation-Wide deafults setup | ✔ | – | ✔ |
| Roles & Profiles Configuration | ✔ | – | ✔ |
| Data Cleaning | ✔ | ✔ | ✔ |
| User maintenance | ✔ | – | – |
| Profiles & Roles Management | ✔ | – | – |
| System admin Support | ✔ | ✔ | – |
| Data model customisation | ✔ | – | ✔ |
| Deligated Administartion | ✔ | – | ✔ |
| System health checks | ✔ (Every 6 months) | – | – |
| Data Import | ✔ | ✔ | – |
| Object maintenance | ✔ | – | – |
| Payments2Us Post-Upgrade | ✔ (Post-upgrade support and fixes) | ✔ (Post-upgrade support and fixes) | ✔ (Post-upgrade support and fixes) |
| Backup & Disaster Recovery | ✔ | ✔ | ✔ |
| Support Services | |||
| Tier-1 Support | ✔ | ✔ | ✔ |
| Bug Fixing in your Salesforce Instance | ✔ | ✔ | ✔ |
| Advanced troubleshooting | ✔ | ✔ | ✔ |
| Configuration help | ✔ | ✔ | ✔ |
| User enablement | ✔ | ✔ | ✔ |
| Create technical documentation | – | – | ✔ |
| Fix Bugs of existing APEX classes | – | – | ✔ |
| SLA for Salesforce Org | – | – | ✔ |
| Release & Change | |||
| Update management | ✔ | ✔ | – |
| Feature activation | ✔ | – | – |
| Release Readiness Report | ✔ | – | – |
| System Monitoring | ✔ | – | – |
| Lightning Experience Migration | – | – | ✔ |
| Development & Integration | |||
| AppExchange App installtion | ✔ | ✔ | – |
| Ensure App Maintenance | ✔ | – | – |
| Workflows & App Setup | ✔ | – | ✔ |
| Worflow Automation | ✔ | – | ✔ |
| Custom development | – | – | ✔ |
| Integration monitoring | – | – | ✔ |
| Integration monitoring | – | – | ✔ |
| Automate Complex Business Processes | – | – | ✔ |
| Salesforce API | – | – | ✔ |
| Apex Trigger Development | – | – | ✔ |
| Integration development | – | – | ✔ |
| Customised pages & UI | – | – | ✔ |
| Scalability enhancement | – | – | ✔ |
| Managed Services | Salesforce Support | Project Based | |
|---|---|---|---|
| Training & Knowledge | – | ||
| Access to technical experts & Indusry specialists | ✔ | -✔ | ✔ |
| Security & Compliance | ✔ | ✔ | ✔ |
| Issue Resolution | ✔ (Proactive identification and resolution) | ✔ (Issue-based support) | ✔ |
| Best Practice Advice | ✔ (Ongoing guidance) | ✔ (Ongoing guidance) | ✔ |
| Dedicated Account Manager | ✔ | – | ✔ |
| Phone Support (Business Hours) | ✔ (Limited by Package) | By Appointment only | ✔ |
| Onsite Support | Available (by package) | – | Based on project reqirements |
| After-Hours Support | Optional | – | – |
| Response time | 2 Business days | 2 Business days | Based on project reqirements |
| Nonprofit Pricing | Custom |
Block of 4 hours $945 Block of 8 hours $155 Valid for 4 months |
Custom |
| Corporate pricing | Custom |
Block of 4 hours $1045 Block of 8 hours $1750 Valid for 4 months |
Custom |
Ad-hoc Support premium requests
For organisations that have not purchased support block, but either call in or mark a support case as urgent then the following pricing applies.
- $300 per hour, minimum of 1 hour. Time is rounded up to the nearest hour.
- If after hours, this will be a minimum of 2.0 hours and subject to consulting availability. Office hours are 9am to 5:30pm Monday to Friday AEST (Victoria, Australia)
Premium and Advantage usage notes
Each Email reply consumes a minimum of 15 minutes. Phone calls consume a minimum of 60 minutes. Urgent requests, consume a minimum of 2 hours. Urgent requests are emails marked as urgent, the word urgent or asap mentioned in email bodies or unscheduled phone calls.
For organisations on Premium or Premium Plus and have requests that are going to use more than their allocated hours for the month and wish to continue within the current month, then each hour is charged at $220/hour
Response SLA*
- We will and often do answer questions within the allocated time. For carrying out specific tasks, we will provide a response within the allocated time and schedule a time within the next 5 business days to perform non-urgent tasks, or as soon as a slot is available for confirmed urgent tasks.
- For phone call appointments, please book these via email first. This way, we can schedule this in with your allocated support person, consultant or product area specialist. Unscheduled calls are treated in the same way as urgent requests.
