SUPPORT & MAINTENANCE
Someone to call, and a record of what actually broke
Priority-based SLAs, fixes at root cause, and a monthly report that shows the pattern rather than just the tickets.
Support is usually measured by response time, which tells you almost nothing. The number that matters is whether the same issue comes back.
We work tickets to root cause where it’s economic, tag every issue by cause, and report the pattern monthly. When the pattern says “three of the last ten tickets came from one validation rule”, that becomes a backlog item, not a fourth ticket.
What you get
- Clear priority definitions and response targets, agreed in writing.
- Root-cause tagging, so recurring issues get designed out.
- Direct access to a consultant, with a documented escalation path.
- Release-readiness checks before each Salesforce seasonal update.
- User support as well as system support — often the same problem in disguise.
- Monthly report covering volume, causes, fixes and recommendations.
SLA table (illustrative — set your own before publishing)
| Priority | Definition | Target response | Target workaround |
|---|---|---|---|
| P1 | Business-stopping; no workaround | 30 minutes | 4 hours |
| P2 | Major function degraded | 2 business hours | 1 business day |
| P3 | Minor issue or single user | 1 business day | 3 business days |
| P4 | Question or enhancement request | 2 business days | Scheduled to backlog |
Features
Ticket intake by email, portal or Slack · Priority triage and SLA tracking · Root-cause analysis · Bug fixes and small enhancements · User query support · Permission and access administration · Seasonal release regression checks · Monthly reporting · On-call arrangements where contracted
How we run it
01 Intake and triage · 02 Acknowledge with priority and owner · 03 Diagnose to root cause · 04 Fix, test, release · 05 Tag cause and close with the requester · 06 Monthly pattern review
What you receive
Signed SLA schedule · Ticket portal access · Monthly support report · Root-cause register · Release readiness checklist · Escalation contact list
Common questions
What counts as P1?
Something that stops a business process for multiple users with no workaround — a failed integration blocking order entry, for example. Single-user issues are P3 regardless of urgency felt.
Do you support code you didn’t write?
Yes, after an assessment. We’ll be clear about anything we consider unsafe to change without rework.
Can we get out-of-hours cover?
Yes, as a contracted extension, priced by window and expected volume.
Start here
Tell us what your CRM is getting wrong
Thirty minutes with a consultant, not a salesperson. You’ll leave the call with at least one thing you can fix yourself — whether or not you hire us.
Prefer email? hello@zeptglobal.com · Typical reply time: one business day