Salesforce Services
Salesforce Managed Services
Your Salesforce platform keeps changing after go-live. Macrofix provides a scoped managed-service model for support coordination, release readiness, approved enhancements and recurring service reviews, so your teams know who owns the work and how changes are accepted.
Discuss Your Salesforce Support Model
Give Your Salesforce Operations Clear Ownership
A support queue alone does not explain why issues recur, which changes are safe or what the next release could affect. We connect the agreed incident process with an application baseline, a prioritized improvement backlog and business-owned acceptance checks.
This is recurring application care, not a replacement for your Salesforce subscription or vendor support entitlement. Major implementation projects, data migrations and substantial custom development are scoped separately unless the service agreement explicitly includes them.
Recurring Salesforce Care With Defined Responsibilities
We define the supported orgs, products, workflows and interfaces before service starts. The operating model identifies service hours, severity criteria, response targets, approvals, capacity, exclusions and escalation routes. Day-to-day administration can form part of the scope, but managed services adds recurring coordination, release planning and service governance.
Service Onboarding and Operational Baseline
Review the application landscape, known issues, documentation, business owners and current support arrangements. Identify important automations, packages and interfaces, together with the environments and authorized evidence available for investigation.
The baseline records dependencies and gaps. It is not a claim that every setting has been audited or that an inherited org is free of defects.
- Supported orgs, products and business workflows
- Application, package and interface baseline
- Known issues, documentation and owners
- Onboarding gaps and agreed transition actions
Incident Triage and Support Coordination
Capture the affected workflow, business impact, timing and reproducible symptoms. Triage against agreed severity definitions, assign an owner and communicate the next action. Workarounds and fixes need appropriate validation rather than an unreviewed production edit.
Where the issue belongs to Salesforce or another supplier, we coordinate an evidence-based escalation within your existing entitlements. Macrofix does not control a vendor outage or guarantee a resolution time for every incident.
- Impact, severity and reproduction evidence
- Named incident owner and next communication
- Validated workaround or approved fix
- Vendor escalation and dependency tracking
Release Readiness and Regression Testing
Review relevant release changes against your critical workflows, customizations and connected applications. Build a risk-based regression plan, record defects and agree feature enablement and user communications.
Salesforce recommends release-note review and sandbox testing of critical processes and integrations. Its release readiness guidance provides the vendor context; our service applies an agreed test scope to your application.
- Relevant release changes and business impact
- Critical workflow and integration test scope
- Defect decisions and feature enablement approval
- User communications and readiness evidence
Controlled Enhancements and Backlog Delivery
Turn recurring pain points and approved requests into a prioritized backlog. Estimate effort, dependencies and acceptance criteria before committing capacity. Configuration-first assessment helps distinguish a small adjustment from a development or integration project.
Changes progress through the agreed design, testing and release approvals. New products, major redevelopment and third-party package work require explicit scope rather than being treated as unlimited enhancements.
Service Reviews and Continuous Improvement
Review unresolved issues, repeated causes, backlog priorities, release risks and ownership gaps with your stakeholders. Use the review to agree practical next actions and communicate what remains dependent on a customer decision or another supplier.
Documentation and knowledge transfer are maintained for the supported work. At transition or exit, the agreement defines how open items, runbooks and access responsibilities are handed over.
Agree Your Salesforce Service Blueprint
The service blueprint makes the recurring engagement understandable before access is granted. It names the supported environment, scope and accountable contacts, then distinguishes incidents, requests, planned changes and separate projects.
Response targets, service hours, capacity and reporting cadence are confirmed in the proposal. They are not implied by the phrase managed services, and optional monitoring or out-of-hours coverage must be agreed explicitly.
- Supported applications and explicit exclusions
- Customer and Macrofix responsibility matrix
- Service hours, severity and response targets
- Request and enhancement capacity rules
- Escalation, reporting and review cadence
- Transition, exit and documentation handover
Keep Access and Production Changes Accountable
Use customer-approved roles and named approvals for the work in scope. Separate investigation from change authorization, protect test data and agree how evidence and service records are retained. Access is reviewed when responsibilities change or the service ends.
Test environments must be planned, not casually replaced. Salesforce explains that activating a refreshed sandbox erases its prior contents in its sandbox preview guidance. Refreshes, destructive operations and production releases therefore require explicit customer decisions.
- Authorized roles and evidence handling
- Customer-approved production change decisions
- Planned sandbox and test-data responsibilities
- Access review and end-of-service handover
Our Salesforce Managed Services Process
Start with a scoped onboarding review, then establish the intake and ownership model. Run the agreed support and change cycle, prepare for relevant releases and review priorities with the business. Each cycle updates the evidence, runbooks and next actions needed for the supported application.
- Assess the supported application and transition gaps
- Agree intake, ownership and service boundaries
- Triage issues and deliver approved changes
- Prepare release tests and maintain runbooks
- Review outcomes and reprioritize the backlog
Review Service Outcomes, Not Just Ticket Counts
Evaluate the service using agreed evidence: issue aging and recurrence, clarity of ownership, change acceptance, release-test completion and the status of important dependencies. Ticket volume alone can hide unresolved business problems.
Reporting distinguishes completed work, accepted risks, blocked decisions and separate project recommendations. It does not promise a particular uptime, revenue gain or elimination of every future incident.
- Issue aging, recurrence and accountable owners
- Approved change and regression-test evidence
- Release readiness and unresolved dependencies
- Current runbooks and knowledge-transfer records
- Agreed actions from recurring service reviews
Salesforce Managed Services FAQs
The agreed service can combine onboarding, incident triage, support coordination, release readiness, approved enhancements, documentation and recurring reviews. We define supported orgs, workflows, interfaces, coverage and capacity in the proposal. A product being part of your Salesforce estate does not automatically place it in scope.
Administration covers agreed operational tasks such as user requests, configuration upkeep and report maintenance. Managed services is the broader recurring operating model for intake, ownership, escalation, change planning, release readiness and service reviews. Administration can be included, but neither service implies unlimited development.
Coverage hours, response targets and any out-of-hours arrangement must be agreed in the service contract. We do not advertise an unconditional 24/7 or fixed-resolution guarantee. Vendor outages, third-party dependencies, access constraints and customer approvals can affect incident progress.
We review relevant changes, agree critical workflows and interfaces for testing, use suitable authorized test environments and record defects and decisions. Feature enablement and production changes follow your approval process. Release readiness is risk-based evidence, not a guarantee that every possible interaction has been tested.
Only if explicitly scoped with capacity, dependencies and acceptance criteria. Small approved changes can be handled through the service backlog. Major implementations, migrations, new integrations or substantial custom development may need a separate project and proposal.
The agreement defines documentation, open-item status, knowledge transfer and access review responsibilities. We plan a handover for the supported work with your named owners. Your Salesforce subscription, vendor support entitlements and third-party contracts remain separate from the Macrofix engagement.
Plan Your Salesforce Managed Service
Tell us which Salesforce orgs and workflows need recurring care, your current support arrangements and the gaps you want to address. We will define service boundaries, responsibilities, coverage and an onboarding plan before proposing a managed-service engagement.