Salesforce.com Managed Support

Salesforce Support

Leverage your Salesforce CRM investment. Get your salesforce.com support needs taken care of quickly and cost effectively.

Whether you've just deployed or have been live with Salesforce CRM for some time, akaCRM understands that to best leverage your investment in your people, processes and CRM solution, you need cost-effective and skilled support that can take care of your needs right now. Our Managed Support plan provides you added speed and confidence towards achieving your goals.

Affordable managed support package for post-implementation or  existing salesforce.com customers:

akaCRM Managed Support
Details
Package Cost help
 $6,000
Hours in Package help
 40
Billed in quarter-hour increments help
Yes
Hourly Rate help
$150
Payment Options help
 Yes
Unused Time Expiration help
 1 year


Service Modes (via web video conference)
Side-by-Side Coaching/Training help
 Yes
Reactive Response to Client Logged Requests help
 Yes
Proactive Services help
 Yes


On-Site Options Available help
 Yes


Managed Supported Contact Methods
Web-Case Logging (24 x 7 x 365) help
 Yes
Email Support Logging (24 x 7 x 365) help
 Yes
Phone Support (8:30am to 6:30pm CT, weekdays or based on the local business hours of your assigned consultant) help
 Yes


Assigned Primary Consultant SLA Help
 Yes
Service Level Agreement SLA Help
 Yes
Support/Admin Services Available Support/Admin Services Help
 Yes


In-Scope Services for Support Packages:

  • User maintenance (adding and modifications, de-activating, password resets, role management, profile management, public groups, queues)
  • Security model management (record sharing, accessibility settings, password & session settings, delegated administration)
  • Modification to configuration (creation or modification of custom objects, record types, fields, workflows, approval processes, page layouts, custom links and buttons, report types, Apps, tabs, labels, validation rules, assignment rules, auto-response rules)
  • Modification of specialized features (S2S, Console, Content)
  • Modification of standard objects (Ideas, Campaigns, Products, Assets, Contracts, Leads, Account, Opportunities, Activities, Cases, Solutions, Users
  • Analytics support (creation, modification and management of views, reports and dashboards)
  • Template support (creation or modification of email templates, mail merge templates, letterhead)
  • AppExchange package support (installation, management or removal of AppExchange packages)
  • Feature activation requests (extended mail merge, multi-currency)
  • Salesforce.com Premier Support management (log, review and management requests)
  • Data services (import of records; export of records; mass transfer; mass delete services)
  • Desktop application support (Connect for Microsoft Outlook, Connect for Office, Force.com Connect Offline)
  • Google Apps (initial set-up, user management and configuration)
  • Training (end-user and administrator)
  • Other (other support services as requested and agreed by akaCRM)

Excluded Services from Support Packages: 

Custom Development with APEX, Visualforce, Sites, Pages, Triggers, Outbound Messages or Static Resources; data extraction services from other than salesforce.com; system integration; AppExchange consulting and application development; initial set-up of custom customer portal, single-sign-on, partner portals or S2S; other services NOT already included on the In-Scope Services for Support Packages or Data Services list or otherwise accepted by akaCRM. If you have needs that fall under this Excluded Services list, contact us so that we may have a qualified individual give you a call and provide you with a custom quote.

Additional Terms:

Scheduled appointments cancelled with less than 4 hours notice or no-show appointments will deduct the greater of 1 hour or 50% of the cancelled scheduled time from the available managed support plan balance.