Salesforce and Pardot Weekly Support | Online Quote

Support Process, Service Levels, Terms, Conditions (The Headlines)

Support Process

As a single point of contact you are provided with a login to our support community where you can log support requests. Your request will be confirmed by email.

A customer success executive will be assigned to your request and where appropriate will request login details to access your Salesforce / Pardot org.

The request will be assessed to ensure it meets the criteria for your support package and a time estimate to respond to or complete the request is made. If the request is likely to exceed 2 hours, or will exceed the amount of time you have remaining on your entitlement, you will be contacted before we start work on your request.

We will advise you when we have completed the request and ask you to confirm we can close it. We reserve the right to close cases when we do not receive a timely response.

Service Levels

  • A support request logged through the customer success community will be confirmed by email.
  • An initial response to your request will be made within 4 working hours unless it is classed as 'critical'.
  • We aim to resolve your request within 8 working hours
  • We operate during business hours of 8am - 6pm Monday - Friday and 9am - 1pm Saturday. we do not operate during public holidays.

Terms and Conditions (Extract)

  • Support is provided by the "Service Provider".
  • Standard functionality for Sales Cloud, Service Cloud, Communities and Pardot are covered in the support agreement.
  • Administration and configuration services are covered in the support agreement.
  • Development using VisualForce and Apex coding is explicitly excluded
  • Training and documentation is explicitly excluded.
  • The agreement is for a fixed term

Payment terms

  • 5 weeks deposit and 4 weeks in advance paid by direct debit.

Please send me a proposal

Please submit this page and we will send your personalised support proposal.