Our Maintenance service provides tier 3 support, so you can solve your customer’s complex issues without in-house Salesforce development expertise.
Our Process
Our Tier 3 Salesforce support team includes an admin, developer, and QA who will work with your Tier 2 support team to reproduce and resolve your customer’s issues.
Log a case
If a customer brings you an issue you cannot resolve, open a case through our customer portal along with recreation steps.
Review case
Our team works to reproduce the issue based on the steps you provided. Once the problem is identified, it is assigned to our developer queue.
Development & testing
Our development team grabs the issue from the queue and works to resolve it. Once the fix is completed, it undergoes thorough testing, including regression testing on related features.
Handoff
A new managed package is created and provided to your team with details about what caused the issue and how it was resolved. Installation and Configuration docs are updated if applicable.
Details
Our maintenance plan offers Tier 3 support for complex technical issues, with resolution times varying based on the speed of customer-provided environment details.
Operation Hours
Our maintenance team operates 8:30 - 5:30 CST Monday through Friday.
Customer Portal
To create a seamless experience for our clients, we provide a central hub for logging and tracking app-related cases.
Salesforce ISV Tools
We also provide support for Salesforce’s License Management app, Subscriber tab, Channel Order app, Environment Hub, Developer Hub, and AppExchange Publishing Console.
Maintenance Plans
Our tailored maintenance plans are designed to ensure optimal support and meet the unique needs of every customer.
Standard
Our most affordable plan is budget-conscious, offering essential support with less rapid resolution times.
Response Time:
Coverage:
Priority
For mission-critical apps, where customer resolution is prioritized and greater Tier 3 support needs are expected.