Salesforce Support Packages

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Levels of Salesforce Support

Level 1:

  • User Management (user creation, update, deactivate, user freeze, role management, profile management)
  • Record ownership transfer
  • Security Management (Organization-Wide Default, Field Level Security, Sharing Rules, Public Groups)
  • Switching between Salesforce Classic and Lightning
  • Permissions and Authorization
  • User community notification of system issues and changes
  • Issues related to login and password
  • Adding new white-listed IP addresses
  • Adding or updating currencies, exchange rate updates, Field creation/update, picklist creation/update, manual data update
  • Monitoring login history table to spot any user lockouts, excessive login errors, and unexpected IP addresses
  • List view creation/update
  • Standard Reports and Dashboards configuration
  • Modify price book
  • Co-ordination with Salesforce for system issues
  • Replicating, troubleshooting, and escalating the issue to a higher level, if needed.

Level 2:

  • Object Level Configurations (Standard & Custom)
  • Managing Multi-factor Authentication (MFA) and Single-Sign-On
  • Creation, modification, or configuration of - record types, page layouts, custom links & buttons, report types, custom apps, tabs, and custom labels.
  • AppExchange Apps – Install / Uninstall / Configurations
  • Expanding or refining sharing rules and access privileges
  • Troubleshooting of existing automation like Workflows, approval processes, validation rules, assignment rules, auto-response rules
  • Standard & Custom Reports and Dashboards configuration
  • User training/walkthrough of Salesforce org
  • Data Management (Sandbox Refresh, Data Migration & Updation, Translation Workbench)
  • Process flow documentation
  • Data Manipulation (de-duping, merging, cleansing)
  • SFDC Production issue troubleshooting and resolution
  • Run and store the weekly snapshot (data export) of the system data and attachments
  • ORG Health check and continuous monitoring
  • Email template creation
  • Creation of custom views
  • Keep track of regular Salesforce releases and make the required changes

Pricing Details:

Level Basic (20 Hours / Month) Intermediate (40 Hours / Month) Advanced (80 Hours / Month)
L1 USD $720 USD $1280 USD $2320
L2 USD $1000 USD $1800 USD $3200

Dedicated Salesforce Administrator

In a support engagement, a dedicated Salesforce Administrator plays a vital role in upholding and enhancing the Salesforce platform to align with the organization's requirements. The main goal of the Admin is to maintain the seamless functionality of Salesforce ORG, adapting it to the organization's evolving needs, and performing tasks that vary based on the Salesforce implementation's size, complexity, and the organization's objectives. Below, are some of the typical tasks and responsibilities undertaken by the Salesforce Administrator:

Security and Access Control:

  • Manage user roles, profiles, and permission sets to control data access.
  • Set up and maintain sharing rules, field-level security, and record-level security as needed.

User Support and Training:

  • Assist users with Salesforce-related issues and questions.
  • Provide training to new and existing users on how to use Salesforce effectively.

Data Management:

  • Maintain data integrity by performing regular data cleansing and deduplication.
  • Import and export data as needed.
  • Create and manage data validation rules, workflows, and processes to ensure data accuracy.

Customization and Configuration:

  • Customize Salesforce objects, fields, page layouts, and record types to match business requirements.
  • Develop and maintain custom automation using workflows, process builder, and Apex triggers if necessary.

AppExchange Management:

  • Evaluate and implement third-party apps from the Salesforce AppExchange that enhance functionality and meet business needs.
  • Ensure compatibility and security of installed apps.

Release Management:

  • Stay up-to-date with Salesforce releases and assess their impact on the organization.
  • Plan and execute Salesforce releases, including sandbox testing and deployment.

Monitoring and Performance Tuning:

  • Monitor system performance and troubleshoot issues related to performance.
  • Optimize processes and workflows to improve efficiency.

Compliance and Auditing:

  • Ensure compliance with data privacy regulations (e.g., GDPR, HIPAA) by implementing necessary features and controls.
  • Prepare for and assist with audits related to Salesforce data and processes.

User Feedback and Improvement:

  • Gather feedback from users to identify pain points and areas for improvement.
  • Work with stakeholders to prioritize and implement enhancements.


  • Maintain detailed documentation of customizations, processes, and configurations.
  • Keep documentation up-to-date with changes and enhancements.

Reporting and Analytics:

  • Create and manage custom reports and dashboards for different user groups.
  • Generate and analyze reports to provide insights into system usage and performance.

Troubleshooting and Issue Resolution:

  • Investigate and resolve user-reported issues and system errors.
  • Collaborate with Salesforce Support or development teams for advanced issue resolution.

Backup and Recovery:

  • Implement and maintain data backup and recovery strategies to safeguard against data loss.

User Adoption and Best Practices:

  • Promote best practices for using Salesforce within the organization.
  • Encourage user adoption and drive utilization of Salesforce features.

Continuous Learning:

  • Stay current with Salesforce updates, certifications, and industry trends to bring best practices to the organization.

Dedicated Salesforce Developer

A dedicated Salesforce Developer in a support engagement primarily focuses on developing and maintaining custom solutions within the Salesforce platform to address specific business needs. Here are the tasks and responsibilities typically associated with this role:

Security and Access Control:

  • Implement and maintain security controls, including sharing rules, field-level security, and record-level security.
  • Address security vulnerabilities and ensure compliance with data privacy regulations.

Custom Development:

  • Develop and maintain custom Apex code (triggers, classes) to automate complex business processes and extend Salesforce functionality.
  • Build Lightning components to enhance the user interface and provide interactive functionality.
  • Optimize user experiences by utilizing Lightning Design System (SLDS) principles.

Integration Development:

  • Design, develop, and maintain integrations between Salesforce and external 3rd party systems using APIs (REST, SOAP).
  • Ensure data consistency and synchronization between systems.

Data Migration and ETL:

  • Perform data migrations to ensure data integrity and mapping to Salesforce objects and fields.
  • Implement Extract, Transform, Load (ETL) processes for data synchronization and transformation.

Process Automation:

  • Create and manage automation rules to streamline business processes.

Performance Tuning:

  • Monitor and optimize the performance of custom code and integrations.
  • Address bottlenecks and slow-running processes.

Version Control and Deployment:

  • Use version control systems (e.g., Git, BitBucket) to manage code changes.
  • Plan and execute deployments using deployment tools (e.g., Change set, Copado, Gearset) of code and configuration changes between Salesforce environments.


  • Maintain comprehensive documentation of custom code, integrations, and development processes.
  • Document code changes and updates for reference.

Testing and Quality Assurance:

  • Write unit tests and perform testing to ensure code quality and prevent regressions.
  • Collaborate with Quality Assurance (QA) teams to validate custom solutions.

Issue Resolution:

  • Investigate and resolve technical issues and errors reported by users or administrators.
  • Provide timely support for production incidents.

Collaboration and Communication:

  • Collaborate with Salesforce Administrators and stakeholders to understand business requirements.
  • Communicate technical concepts and solutions to non-technical team members.

Code Optimization & Reviews:

  • Review and optimize existing Apex code for performance and scalability.
  • Implement Salesforce best practices to maintain a clean and efficient code.
  • Participate in code reviews to ensure code quality and adherence to development standards.

User Training and Support:

  • Provide guidance and support to users and administrators regarding custom solutions.
  • Conduct training sessions for users as needed.

Continuous Learning:

  • Stay up-to-date with Salesforce updates, best practices, and emerging technologies.
  • Obtain and maintain Salesforce certifications to validate expertise.

Pricing Details:

Level Availability Cost (USD)
Salesforce Admin 160 Hours / Month $3,800.00
Salesforce Developer 160 Hours / Month $4,500.00

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