Support Tiers Explained

Detailed breakdown of our support offerings and included features

Core Support £500/month

Priority Level: Low

Email-based Salesforce support for general questions and troubleshooting.

What's Included:

  • Email ticketing system
  • 24-hour guaranteed SLA for replies
  • Basic technical support (no direct org access)

Growth Support £1,000/month

Priority Level: Medium

Salesforce support designed for scaling teams needing faster response and deeper system insights.

What's Included:

  • All Core Support features
  • Access to client portal
  • 12-hour SLA for replies (business hours)
  • Active system monitoring
  • System error logging setup
  • Direct login access for configuration-level fixes
  • Access to growing Knowledge Base tailored to your system

Advanced Support £1,500/month

Priority Level: High

Salesforce support where proactive system health and developer-level interventions are required.

What's Included:

  • All Growth Support features
  • 4-hour SLA for replies (business hours)
  • Full premium monitoring
  • Developer fixes for low-risk issues
  • Thorough Knowledge Base documentation
  • Direct issue ownership

Development Support Custom

Priority Level: Critical

Bespoke Salesforce development support with dedicated developer hours and full system ownership.

What's Included:

  • All Advanced Support features
  • Dedicated monthly developer hours
  • Full unit testing and deployment ownership
  • Collaboration with third-party vendors (Salesforce-related)
  • Full system issue ownership, including complex development

Support Tier Comparison

Feature Core Support Growth Support Advanced Support Development Support
Monthly Price £500 £1,000 £1,500 From £3,000
Support Hours 8/5 16/5 24/7 24/7
SLA 24h 16h 4h 4h
Support Type Email (ticket-based) Portal Access Portal + Developer Access Full Development Access
Monitoring Basic SLA Full SLA Premium SLA Premium SLA
Knowledgebase Basic Expanded Comprehensive Comprehensive
System Changes None Minor Config Config + Minor Dev Full Development
Third-party Support None Advisory only By Agreement Full Support

Developer work limited to low-risk changes unless on Development Support.

Third-party platform support available by agreement only.

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