Salesforce Support Plans
Included Services
Admin & Configuration
- Reports, dashboards, field updates, automations
- User setup & permissioning
- Record types, page layouts
Development & Integrations
- Apex triggers & classes
- API support (ERP, external systems)
- Custom components & metadata tracking
Strategy & Optimization
- Health check recommendations
- Org cleanup and relaunch
- Process improvement guidance
Training & Adoption
- Custom videos and job aids
- Stakeholder workshops
- User onboarding support
Monthly Support Plan Options
Core
10 hrs
Small teams, focused support Response within 2 biz days
Growth
20 hrs
Teams with growing CRM needs Weekly check-ins
Scale
40 hrs
Multi-dept orgs with ongoing work Priority response, dev + admin
Custom
40+ hrs
Embedded / hybrid teams Slack channel, dev tickets, etc.
Response & Communication Standards
- Critical issues → Same-day response
- High priority → Response within 1 business day
- All other requests → Scheduled within your sprint or weekly cadence
Why Clients Choose Our Support Plans
- Senior consultants only — no juniors, no handoffs
- Works well with internal teams (we complement, not compete)
- Includes admin + dev help in one retainer
- Flexible tiers — scale up or down
- Response times that match your pace
FAQ
Your support hours can be used across administration, configuration, development, integrations, strategy, and adoption. This includes reports and dashboards, Flow automation, Apex development, ERP or marketing system integrations, user setup, process optimization, and training assets. Hours are not siloed by role—you can apply them where the business need is greatest.
Most support plans rely heavily on junior admins or ticket queues. Cloud 616 provides direct access to senior-level consultants who can both execute and advise. This results in fewer handoffs, faster resolution, and better architectural decisions—especially when work spans admin, automation, and development.
We work with you to maintain a prioritized backlog aligned to business goals. Requests are triaged based on urgency and impact, then scheduled into a weekly or sprint-based cadence depending on your plan. Growth and Scale plans typically include regular check-ins to reassess priorities.
Support plans are designed to be flexible, not to encourage hoarding hours. If usage is consistently lower or higher than expected, we’ll proactively recommend adjusting your plan so it better matches your actual needs. The goal is right-sizing, not locking you into unused capacity.
Yes. This is one of the most common use cases. We frequently complement internal teams by handling overflow work, complex automation, integrations, or architectural guidance. Our role is to extend your team’s capacity and expertise, not replace it.
Response times are based on priority. Critical issues receive same-day responses, high-priority requests are addressed within one business day, and standard requests are scheduled into your normal delivery cadence. Scale and Custom plans receive priority handling.
Many clients begin with support focused on stabilization and cleanup, then shift toward optimization, automation, and strategic improvements. Over time, support hours typically move from reactive fixes to proactive enhancements such as reporting improvements, process redesign, and preparation for larger initiatives.