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Overview
The tiered support model allows agencies to select the level of support they need based on the complexity of their applications and available budget, saving the cost of having to hire a dedicated administrator themselves.
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
Cost Savings
Cost-savings based on customized support needs assessed
Tiered Support
Select support level needed based on budget and app complexity
Stability & Security
Improves application stability and reduces security risk
Service Description
Multi-level offering of core administrative support for Salesforce environment
Bronze Support (10 hours per month)
License management: facilitating license procurement on an annual renewal and ad hoc basis
Basic ORG maintenance: creating a new Salesforce environment (as needed) and providing basic org and app operations maintenance
Security settings and visibility: configuring app security to control who sees what
Incident escalation
Silver Support (30 hours per month)
All Bronze-level activities plus:
Release management: creating sandboxes for building and testing new features, and deploying change sets to production environment
Regular maintenance: completing maintenance tasks on a monthly, quarterly and/or annual basis related to security, performance, optimization and data management
Automation: automate business processes using Workflow, Process Builder, and Flow
Gold Support (50 hours per month)
All Silver-level activities plus:
Advanced development: using code to develop APEX, Lightning Web Components (LWC), Aura, and VisualForce pages
Integration support: for integrating Salesforce applications with Mulesoft, Rest, SOAP, and others
Third-party app support
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
This Service Offering is designed for agencies with existing Salesforce applications; for agencies looking to build a new Salesforce application, refer to "Cloud App Development Services".
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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