Clear service levels to support your Salesforce operation
We define response times, channels and priority levels so you know exactly how we accompany you according to your support plan.
Coverage, channels and response times by plan
Each support plan has a different level of coverage, enabled channels and response times. This reference lets you quickly understand how we support your operation according to the contracted service level.
Response times shown correspond to the initial response (first contact). Resolution time varies depending on case complexity.
| Silver | Gold | Platinum | |
|---|---|---|---|
| Coverage | Mon–Fri 9–18 | Mon–Fri 8–20 | 24/7 P1 + Mon–Fri 8–20 |
| Channels | Portal/Email/WhatsApp | Portal/Email/WhatsApp/Slack | Portal/Email/WhatsApp/Slack/On-call |
| Initial response P1 | 4 business hours | 2 business hours | 1 hour (24/7) |
| Initial response P2–P4 | 1 business day | 4 business hours | 2 business hours |
How we classify priorities (P1 to P4)
Each ticket is classified according to the impact it has on the operation. This allows us to better prioritize critical cases and respond with the appropriate level of urgency.
P1 – Critical
Direct impact on operations
System offline, blocked processes or data loss.
P2 – High
Key functionality affected
Issues with an essential feature with significant impact on the operation.
P3 – Medium
Errors or minor improvements
Issues with no critical impact or adjustment needs for non-essential features.
P4 – Low
Inquiries or simple enhancements
Non-urgent requests, functional questions or low-impact improvements.
What support covers and what is planned separately
All our plans include technical assistance, diagnosis and monitoring of your current Salesforce operation. New developments, complex integrations, migrations or additional implementations are planned and quoted separately to ensure quality, focus and clear scope.
Included:
- Salesforce configuration and customization
- Incident resolution and debugging
- Performance optimization
- Functional training
Not included:
- New developments or custom projects
- Integrations with external systems
- Architecture changes or data migration
- New implementations
We want you to have clarity on how we support you
If you want to review which support plan best fits your operation, we can help you define it based on criticality, coverage and the level of evolution your team needs.