For: Smaller teams / implementations needing support & light enhancements.

• Administration & Maintenance: User and license management, basic security settings, minor data cleansing.

• Incident Management: Level 2 issue resolution, quick bug fixes and minor enhancements, basic troubleshooting.

• Salesforce Release Check-ins and Minor Update Benefits: “What’s New” overview each release to highlight important updates and opportunities; small config updates for quick wins. Quick-win features added from other managed services customers, when feasible.

• Enhancement & Development: Minor enhancements (e.g., adding or changing custom fields, building reports, simple Flows).

• Progress Strategic Roadmap: Primarily advisory at this level, hours are typically too limited for execution.

execution. Essential services plus:

• Administration & Maintenance: Managing more complex sharing models, profiles/permission sets for compliance.

• Salesforce Release-Driven Improvements: Enhancements generally relevant to the customer’s industry use cases (e.g. advanced Flows, new AI or analytics features), and implementation of feasible new release features within that month’s hours. Generally, features would be implemented as part of other projects to save budget and duplicated for Growth tier.

• Enhancement & Development: Configuring custom objects, flows/process automations, moderate data migrations, comprehensive revops reporting or dashboards, etc.

• Progress Strategic Roadmap: 20% of monthly hours allocated to multi-sprint initiatives; monthly or quarterly check-ins to align on objectives.

For: Larger firms with multiple business units or complex requirements, wanting continuous improvement. Growth services plus:

• Incident Management: Tier 2 issue resolution, quick bug fixes and minor enhancements, basic troubleshooting.

• Salesforce Release-Driven Improvements: Detailed reviews of each Salesforce release to identify enhancements relevant to the customer’s specific use cases, and implementation of feasible new features within that month’s hours.

• Enhancement & Development: LWC development, Apex, third-party integrations, integration of Gen AI functionality, etc).

• Progress Strategic Roadmap: 30 - 50% of hours focused on significant projects, for example, migrating legacy systems to Salesforce, launching new user groups, implementing HVS, advanced analytics, etc. Monthly planning sessions and collaborative project management to iterate on their roadmap.

For: Enterprise-level organizations with transformation goals, needing daily operational coverage and large-scale strategic initiatives. Scale services plus:

• Dedicated Ops Team: Assigned resources for day-to-day admin, architecture, and relationship / platform oversight.

• Salesforce Release-Driven Improvements: Deep dive into each Salesforce release features for competitive advantage; custom integration of advanced new capabilities (e.g., Einstein GPT, advanced CRMA).

• Enhancement & Development: Cross-system integrations (MuleSoft, data warehouses), advanced automation, custom-coded solutions, periodic health checks / performance tuning for large data volumes.

• Progress Strategic Roadmap: 50% - 60% + of hours driving large-scale transformations, for example multi-year projects, major feature launches, enterprise data governance initiatives.