Salesforce support with response times you can hold us to.

The org was clean the day it was handed over. Then three releases landed, four people left, and an integration started failing at 3am on Sundays. A retainer is what stops that from becoming a project again — named response times, hours that move between fixing and building, and a quarterly read that finds the debt before it finds you.

Book an org health review →All eight engagements
Shape
Monthly retainer
Term
Rolling month
Priced
By tier, hours flex within it
Starts with
An org health review
You keep
Health reports, ticket history, runbooks
Proven by
OrgVitals

A month, and then the same month again.

One year, drawn to scale
01Org health reviewMonth 1, onceWe read the org first: profiles, sharing, automation debt, governor-limit trends. You get the report whether or not you continue.
02Triage & responseContinuousEvery ticket triaged against a named response window. P1 emergency response is unlimited on every tier.
03EnhancementsContinuousRetainer hours flex — the same hours cover a broken flow this week and a new report next week.
04Release testingThree times a yearSandbox testing ahead of each Salesforce release, so Spring does not surprise you in production. Then it repeats.
Nothing on this figure ends. Two rows run off the right edge and a third repeats — which is the whole difference between a retainer and the six projects beside it. Rolling month: you can stop it the month it stops earning its place.

What the retainer covers.

Five areas

The retainer covers all of these from month one — no tier buys you fewer of them. What changes between tiers is how many hours you have and how fast we pick up.

Defined SLAs

Every ticket is triaged and answered inside a named window. These are the numbers that get quoted back at us, so they are the numbers on the contract.

P1 — Critical< 1 hourProduction down, data loss risk
P2 — High< 4 hoursKey process broken, workaround exists
P3 — Medium1 business dayNon-blocking bug or enhancement
P4 — Low3 business daysCosmetic issue, long-term request

Initial response, not resolution. Unlimited P1 emergency response on every tier.

Ongoing support & enhancements

Your retainer hours flex across both maintenance and new development:

  • Bug investigation and fixes — Root cause analysis with a written summary, not just a patch
  • Enhancement development — New fields, flows, reports, and features scoped and built within the retainer
  • Release testing — Pre-release sandbox testing against Salesforce’s three annual releases
  • User training — Short written or video guides for changes that affect end-user workflows

Org health reviews

A quarterly deep-dive into your org’s security, performance, and maintainability:

  • Security audit — Profile review, permission set audit, sharing rule analysis, field accessibility
  • Automation debt analysis — Identifying trigger conflicts, redundant workflows, and flow inefficiencies
  • Field & object utilization — Removing unused fields, picklist cleanup, object consolidation opportunities
  • API & Apex limits — Governor limit trends, bulk processing review, and async job health
  • Written report — Findings prioritized by risk/effort with a recommended action plan

Release management

Deploying changes to production without surprises:

  • Sandbox strategy — Developer, Developer Pro, Partial, and Full sandbox management
  • Deployment runbooks — Step-by-step deployment guides with pre/post validation steps
  • Change set review — Dependency checking and destructive change impact analysis before any push
  • Post-deploy validation — Smoke test scripts covering critical business processes

Retainer tiers

Three tiers, matched to how much Salesforce activity you actually have. Rates are quoted after the first call, once there is a scope to put a number against.

The three retainer tiers compared by monthly hours, response coverage, review cadence, release management and emergency response.
TierEssentialsGrowthEnterprise
Hours / month102040+
CoverageP1–P3P1–P2 same-dayEverything in Growth, plus a dedicated resource
Review cadenceQuarterlyMonthlyWeekly standups
Release managementNot includedIncludedFull org management
P1 emergencyUnlimitedUnlimitedUnlimited

Every month

What the retainer leaves behind.

A retainer that only closes tickets is a cost. These are the things that accumulate instead, and they are yours whether or not you renew.

See what every engagement ends with
  1. The health reportsEvery quarterly read of the org, with findings prioritised by risk and effort. The first one is yours even if you stop there.
  2. The ticket historyEvery incident with its written root cause, so a pattern is visible rather than remembered.
  3. The runbooksDeployment steps, sandbox strategy, and what to check after a release.
  4. The release recordWhat changed, when, and what it broke. The document nobody has until they need it.

Tell us what your org is doing wrong.

We will tell you whether it needs a project, a retainer, one of our products, or nothing at all. The call costs you half an hour.

Book a consultation →