Managed Services/Support Options for Salesforce intro

Our Managed Services for Salesforce are designed to give you a stable, secure and continuously improving platform that your business can rely on. Delivered by a highly certified team and underpinned by clear SLAs, the service removes the noise of day-to-day platform management so your internal teams can focus on strategic initiatives rather than firefighting operational issues.

We position ourselves as your long-term Salesforce operations partner, taking responsibility for both “run” and “enhance” activities across your estate. From incident resolution to roadmap-led improvements, we work in a structured, governed way that aligns with your internal processes and release management practices.

End-to-End “Run and Enhance” Support

At the core of the service is comprehensive incident and problem management. We handle triage, diagnosis and resolution of issues across configuration, Flows, Apex, APIs, integrations and the user interface. Where required, we coordinate directly with Salesforce Support and other vendors, managing the end-to-end case so you have a single point of accountability rather than multiple parallel conversations to manage.

Platform administration is fully covered. We manage user onboarding and offboarding, permissions, roles and profiles, and day-to-day administration tasks that keep your environment running smoothly. Business-as-usual changes are implemented in line with your release management policies, ensuring governance and consistency are never compromised.

Beyond keeping the lights on, we deliver ongoing change and enhancements. Within agreed effort thresholds, we design and implement improvements in configuration or code, and provide impact assessments for more complex or higher-risk changes that affect broader business processes. This means your Salesforce platform can continue to evolve without losing control or visibility.

Our team also provides application and integration support. We assist with the installation, configuration and maintenance of managed packages and AppExchange solutions, as well as the analysis and troubleshooting of Salesforce API errors and integration issues with upstream and downstream systems. The result is a more resilient, better-connected Salesforce landscape.

Proactive, Not Just Reactive

We believe a mature managed service should prevent issues as much as it resolves them. Many organisations find that, over time, their design and system documentation has drifted from reality. As part of our onboarding and ongoing service, we can review, update or create documentation so that service manuals, standard operating procedures, standards and runbooks accurately reflect your current platform.

On a recurring basis, we run system health checks covering security, performance and org-level configuration. These checks generate a structured backlog of recommended improvements, enabling you to prioritise remediation and optimisation rather than reacting only when something breaks.

We also manage the impact of Salesforce seasonal releases. Our team assesses upcoming changes, tests them in pre-production environments and highlights any required mitigations or opportunities for new features to be adopted. Regular, structured reporting underpins all of this: weekly operational reports and service metrics give you visibility of volumes, trends, SLA performance, risks and actions, while quarterly reviews provide the forum to step back, analyse patterns and agree the next wave of improvements.

Service Desk and Operating Model

Our managed service is delivered through a dedicated service desk and a clearly defined operating model. Standard coverage is provided during UK business hours, with the option to extend where your organisation requires broader support. We typically operate a portal-first model to maintain a full audit trail of requests and changes, supplemented by email and other channels by agreement.

Support is tiered to ensure the right skills are applied at the right time. Level 1 triage can be handled by your team or ours, depending on the model we agree. Level 2 support is provided by our certified consultants, who resolve the majority of functional and technical issues. Level 3 is delivered by our senior architects and engineers, who step in for complex, critical or high-risk scenarios.

All of this is underpinned by SLA-backed service commitments, with impact-based priorities, response and resolution targets and clear escalation paths. A comprehensive Service Operations Manual describes how incidents, changes, releases and configuration are managed, aligned with ITIL and ISO-aligned best practice.

Governance, Reporting and Compliance

We operate as an extension of your internal team, with transparency and governance built in from day one. Weekly reporting provides operational insight, while quarterly service reviews focus on roadmap alignment, capacity planning and continuous service improvement.

Security and data protection are treated as first-class concerns. We support your GDPR obligations, including DSARs and DPIAs, and follow defined processes for managing any security incidents. A formal Data Processing Agreement underpins our engagement, giving your organisation clarity and assurance on how data is handled.

When the time comes to change the scope of the service or transition away, we manage a structured exit and handover. Documentation, knowledge transfer and agreed transition plans ensure continuity and minimise risk for your business.

Why Choose Us for Managed Services?

Our managed services are built on deep Salesforce expertise and a proven support model. We bring a large, multi-cloud team with hundreds of Salesforce certifications and over 20 years’ experience delivering complex programmes across the UK and Ireland. Our SLA-driven service is already trusted by enterprise and public sector customers, including highly regulated environments.

Commercially, we offer flexibility: a time-boxed monthly capacity for predictable “run” activity, with the option to scale up through discounted time-bank days when you need additional project or review work. Above all, we operate with a “one team” ethos. We work alongside your internal teams, providing ongoing skills transfer so your organisation becomes stronger and more self-sufficient over time.

If you are looking for a Salesforce managed service that brings together operational excellence, proactive improvement and robust governance, we can provide a tailored, SLA-backed model that supports your organisation’s needs today and into the future.