Salesforce support services
Salesforce support services include ongoing system monitoring, routine maintenance and upgrade, user support, and on-demand troubleshooting. Itransition’s Salesforce experts provide a wide range of support services to ensure the CRM solution’s stable, trouble-free performance and proper evolution.
Why Itransition
10+ years as a Salesforce service provider
Internal Salesforce Center of Excellence
L1, L2 and L3 Salesforce support levels
100+ Salesforce certifications
Salesforce Crest (formerly Gold) partner
Regarded as a Top Salesforce Consulting Company 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 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 stable and functions properly.
User help desk
Our Salesforce professionals 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. We also assist with user onboarding to help new users become familiar with the platform’s features and workflows and speed up its adoption.
System evolution
We 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 apps.
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 needs 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 as needed.
Our approach to Salesforce support delivery
We follow the established Salesforce support process to ensure high quality of the support and maintenance services we provide.
1
Business analysis & consulting
We begin by analyzing existing Salesforce products and infrastructure and all the relevant logs pertaining to the solution’s previous operation, including incident history and inputs from the IT and business departments. Then, we study your business needs and draw up a service plan detailing the scope of Salesforce support services and 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 stays safe.
3
Improvements
We regularly provide recommendations for streamlining your Salesforce business processes or improving the functionality of your CRM to keep it aligned with your evolving business needs.
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 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 handle Salesforce updates & 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 relevance of new features to our client's specific use cases and implement only those capabilities that provide value to their business processes.
Does Salesforce provide customer support?
The platform offers omni-channel support for its customers. For example, users can find solutions to their issues on their own using Trailhead, an extensive knowledge base and learning platform. Additionally, users seeking assistance can turn to Salesforce’s help desk where an AI-powered chatbot that leverages Agentforce, Salesforce’s AI agent platform, will provide personalized, real-time answers to their questions or requests in natural language, recommend actions, and connect with human support reps. There’re also several communities of Salesforce professionals in Slack where they can interact with peers and experts to find solutions.
In addition, Salesforce provides services of dedicated customer support teams who can handle diverse tasks, from inquiries to complex issue resolution, depending on service levels and response time commitments defined in the customer’s support plan. There are also Salesforce customer success teams that help organizations achieve their desired goals with the help of Salesforce products and ensure long-term customer satisfaction and retention by providing proactive assistance across the entire customer journey, from adoption and onboarding to the system’s health monitoring and managing contract renewals.
However, the scope of support services provided by Salesforce is limited primarily to resolving platform issues and troubleshooting and ensuring customer loyalty. Companies that need ongoing system optimization, regular business process alignment, and strategic improvements should hire a third-party Salesforce support services provider.
What are the benefits of hiring a Salesforce partner for support?
Since Salesforce partners typically have proven competency across various Salesforce aspects, they can help companies address their specific Salesforce support needs far beyond basic troubleshooting. Companies with the partner status also have prioritized access to technical support from Salesforce, so they can provide faster, more timely response and issue resolution, minimizing the solution’s downtime and preventing business disruption.
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