Salesforce Managed Services — Fixed Monthly Fee, Zero Surprises.
Admin, development and architecture capacity every month from the same named people. They learn your org once and keep it — releases shipped, backlog cleared, roadmap owned with you rather than for you.
In the agreement
- Minimum term
- 3 months
- Notice to leave
- 30 days
- People named in writing
- All of them
- Work subcontracted out
- None
- Hours billed in
- Half days
- Rollover
- From 140 hrs/mo
01
The pod
Named people, and you keep the same ones.
A pod is two to four people, sized to your org rather than to a price list. They are named in the agreement, and if one is away you get a named cover who has already worked in your org.
Named admin
Users, permissions, reports, small automations and the backlog of requests that otherwise sit in someone’s inbox for a fortnight.
Named developer
Apex, LWC and Flow work against your repository and your branching model, with coverage held above threshold rather than gamed.
Accountable architect
Reviews every change of consequence, owns the quarterly roadmap with you, and is the person you escalate to by name.
Cover, also named
Holiday and illness are covered by someone who has already worked in your org. You never get a stranger reading your documentation for the first time.
02
What we do
What is in, and what is honestly not.
These are the services the hours buy, and they are the same on all three bands. Grouped so you can tell at a glance which of them you already have covered and which you do not.
Quoted separately
Why we say so
Anything on this list gets a written quote before it starts. It never quietly eats the hours you are paying for, and it never arrives as a line on an invoice you did not agree to.
These are project-shaped pieces of work. Absorbing them into a retainer is how a retainer quietly stops delivering the twenty services above.
03
Response times
An SLA with a named human behind it.
Severity is agreed with you at onboarding, in plain language, with examples from your own org. Escalation goes to a named architect, not to a shared inbox.
| Severity | First response | What it covers |
|---|---|---|
| S1 · Critical | 1 hr | Production down, revenue blocked, or a data exposure. Business hours or out of them. |
| S2 · High | 4 hrs | A core process broken for a team, with no workaround. Integration failing repeatedly. |
| S3 · Normal | 1 day | A request or defect with a workaround. The bulk of what comes in, worked in priority order. |
| S4 · Scheduled | Next sprint | Enhancements and roadmap items, sized and scheduled at the fortnightly planning session. |
04
The rhythm
What a month actually looks like.
Week 1
Triage and ship
The queue is triaged against severity and the quick wins go out. Release notes to you at the end of the week.
Week 2
Build
Planned work from the roadmap, demoed in your sandbox rather than described in a status email.
Week 3
Build and test
Second build block, plus regression and release readiness if a Salesforce seasonal release is near.
Week 4
Report and plan
What changed, what it cost, what we recommend next — then the backlog is re-prioritised with you.
05
Plans
One scope, one SLA, three hour bands.
Same services, same response times, the same named people on all three. The only thing that changes is how many hours a month you buy, because it is the only thing that honestly differs. We recommend a band after the org health check rather than selling you the largest one, and you can move between bands with thirty days’ notice.
Steady
40 hrs a month
A steady backlog and one small build running at a time.
Compound
80 hrs a month
A live roadmap and business as usual in the same month.
Programme
160 hrs a month
Several workstreams at once, where a quiet month should pay for a heavy one.
Rollover
Hours you do not use carry into the next month, and expire at the end of it. They do not bank indefinitely, and we do not invent work in the last week to burn a balance. Rollover starts at 140 hours a month, so today that is the 160 band and nothing below it.
If you under-run two months running we will say so and recommend you move down a band. If you over-run twice, we will say that too, before the invoice does.
06
Choosing
How to choose a Salesforce managed services provider.
Salesforce managed services is an outside team running your org on retainer: administration, development, releases and monitoring under an SLA, for a fixed monthly fee. Most providers describe it in the same words, so the differences only show up in six questions. Ask them before you ask the price.
| What to check | Weak answer | What good looks like |
|---|---|---|
| Who does the work | A pooled team, or whoever picks up the ticket | Named people in the agreement, and cover who has already worked in your org |
| Subcontracting | “We may use trusted partners” | None, in writing |
| Response commitment | “Best efforts” or “same day” | Severity bands with first-response times: one hour for a critical issue, in business hours or out of them |
| What is included | “Unlimited requests” | A written scope, with implementations and migrations quoted as projects |
| Unused hours | Lost without a word, or work invented to burn them | A rollover rule stated up front, and a warning when you under-run |
| Leaving | An annual lock-in and a handover fee | Thirty days’ notice, with everything already in your tenancy and repository |
07
FAQ
Asked before every retainer.
How much do Salesforce managed services cost?
A fixed monthly fee set by the hour band: 40, 80 or 160 hours a month. Scope, SLA and people are identical on all three, so the band is the only thing the price follows. We recommend one after an org health check rather than quoting from a call, and you can move between bands on thirty days’ notice.
What should a Salesforce managed services SLA include?
Severity levels defined with examples from your own org, a first-response time for each, and a named person to escalate to. Ours runs from one hour for a critical issue, in business hours or out of them, through four hours and one day to the next sprint for scheduled work. A response time without a severity definition is not an SLA, because every ticket gets argued into the slowest band.
What is the difference between managed services and staff augmentation?
Who owns the outcome. With staff augmentation our people join your team, report to your leads and work your board, so you direct the work. With managed services we run the org against an SLA and a roadmap, and the architect is accountable for what ships. Pick augmentation when you have the leadership and need hands; pick managed services when you need the whole job looked after.
How is this different from Admin on Demand?
Breadth and accountability. Admin on Demand is one certified admin working your backlog. Managed Services adds development and an architect who owns the roadmap with you, which is what you need once the backlog stops being administrative.
What happens to unused hours?
On the 160-hour band they carry into the next month and expire at the end of it. Rollover starts at 140 hours a month, so the 40 and 80 bands do not have it — hours there are used within the month or lost. Nothing banks indefinitely, and we do not invent work in the last week to burn a balance. If you under-run two months running we will tell you and recommend moving down.
Why does rollover only start at 140 hours?
Because below that the balance is noise. At forty or eighty hours a month, a carried-over handful of hours just moves an argument about capacity into the following month. From a hundred and forty upward the swings are large enough to be worth carrying, and the pod is large enough to absorb a heavy month without the SLA slipping.
Do the three bands differ in what you actually do?
No. Same scope, same SLA, same named people, same fortnightly rhythm. The only differences are how many hours a month you have and, from a hundred and forty upward, whether the unused ones carry. We size the band at the org health check rather than guessing from a call.
Can we pause or leave?
Thirty days’ notice after a three-month minimum. Everything is in your tenancy, under your licences, in your repository, so there is nothing for us to hand back and nothing to extract.
Who decides what gets worked on?
You do, at a quarterly prioritisation with your architect. We arrive with a recommendation and the cost of deferring each piece of technical debt, then you choose — including choosing against us.
Do you take on an org you did not build?
Most of them. We start with an org health check so the first month is not spent discovering surprises, and that report is yours whether or not the retainer goes ahead.
Start with an org health check.
Two weeks, fixed price, and you keep the report whether or not you go on retainer. It is also how we size the pod honestly rather than guessing from a call.