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Overview
Elevate your customers' experiences and build trust with a reliable, secure cloud platform built for government.
How to Request Service
Contact your IT Director or Agency IT Portfolio Manager or submit a ticket in the Customer Service Portal below.
Customer Benefits
Scalability and Flexibility
Rapidly adapts to changing customer expectations to meet your needs quickly
No Required Hardware or Software
A cloud-based platform brings the app to you
Reporting Capabilities
Built-in mobile and analytical functions for ease of use and reporting
Service Description
Cloud-based customer relationship management technology platform service
Our Salesforce Cloud Services (SCS) allow greater customer control over support thereby reducing the need for technical involvement in simple application changes. There is no hardware or software to buy, manage or maintain, and as a platform, it provides instant scalability, rapid deployment, built-in mobile and analytic capabilities, and an agile technology platform capable of keeping up with rapidly changing citizen expectations.
Related Services
Customers can mix and match Salesforce capabilities to meet business needs - capabilities are not individually priced. See service costs for more information. Salesforce Platform Services are required before any of the other services or platform capabilities can be utilized.
Customer Responsibilities
Enterprise Administration includes:
Inter-org administration support
Support for enterprise-wide policy, programs and services
Enterprise-wide support may be delegated to local or org-specific administration
Local (Org Specific) Administration includes:
Administration specific to a single Salesforce org environment or a set of org environments specific to an agency.
Service Owner
Service Levels
Priority 1 High and/or Service Outage: Goal is to resolve within four hours
Priority 2 Medium: Goal is to resolve within 24 hours, but no more than three business days
Priority 3 Low: Goal is to resolve within five business days, but no more than 10 business days
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Hours of Support
Monday-Friday, 8 a.m. to 5 p.m, excluding holidays
After hours service support may be required to meet communicated milestone dates or for technical guidance during the post go-live period.
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
Search the Real-time Billing rate sheet for the latest rates for financial code 2906-1 and 2906-2
View detail on current utilization here: OIT Common Policy Real-time Billing website
Rates for this CRM services include Personal Services for deployment which can come via Common Policy or via vendor services. OIT has a master contract with Salesforce for platform licensing at a significant price reduction.
Personal Services are individual resource hours charged via common policy for consultation, implementation, and education services. These services are charged back at the rate shown at the top of the page. A service engagement will utilize a mix of 2906-1 (Enterprise Salesforce Services (ESS) Technical Architect/Application Designer), and 2906-2 (Enterprise Salesforce Services (ESS) Developer/Administrator) to provide the desired customer outcome.
For an estimate of costs specific to your use case, please contact your ITD.
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