Salesforce Platform Services
Overview
Salesforce Platform Services is a mandatory service for maintenance and operations at the platform level, including annual health checks, quarterly optimizers, winter, spring, summer major releases, and code security.
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
Optimization
Optimized for workflow management
Key Updates
Key updates to optimize customer experience and ease of use
Security
Critical security scans and fixes
Service Description
Salesforce Platform is an enterprise platform-as-a-service (PaaS) solution that allows developers to build and deploy cloud applications
Major release readiness for spring, summer, and winter releases, including advanced review and understanding of new features/product enhancements, configuring sandboxes to test new features, ensuring any necessary modifications are implemented prior to the release, and communicating along the way with the Salesforce community at the State of Colorado
Security scans to deliver comprehensive security testing to reduce risk from software vulnerabilities
Security checks to identify and fix potential vulnerabilities in security settings, assess an orgs' overall health and performance, and provide recommendations for improvement
Optimization to evaluate your Salesforce org, determine how your agency/apps use Salesforce, and generate recommendations to optimize feature usage, including ways to simplify use, encourage user adoption and enhance overall performance
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 Notes
Discovery
Discuss current challenges
Demonstrate and use Salesforce Optimizer and Security Health Check
Analysis
Assess key areas of platform performance, including declarative and programmatic customizations
Identify key areas of improvement and share best practices
Outcomes
Awareness of the org health in three key areas: adoption, declarative configuration, and programmatic customization.
Understanding of tools for identifying and monitoring issues with the org's health
Recommendations for improving your systems health and security
Visit the Salesforce Colorado Program website for more information.
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
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.
Platform Services are required and estimated at $18,048 per org per year.