Operational Support
Resolve user, data, access, automation and configuration issues with clear ownership and communication through the customer portal.
MANAGED SALESFORCE SUPPORT
Continuous improvement without a new project every time
Support is our core service. A retained EKWIS team handles day-to-day ownership and material change through one prioritised backlog, with capacity and release status kept visible.
A MANAGED IMPROVEMENT SERVICE
More Than Administration And Break-Fix
Work can move from diagnosis into development without being contracted as a new project each time. The same team keeps the operational context through build, test and release.
- One visible backlogSupport requests, planned improvements and technical work stay together with an agreed priority and next action.
- Capacity visibilityCustomers can see service context and make informed choices about where available capacity creates the most value.
- Larger technical changeDevelopers can take material changes through discovery, build, testing and release within the support model when the risk and scope fit.
- Production diagnosticsWe investigate live behaviour using system evidence, logs, configuration and code, then separate the immediate recovery from the durable fix.
WHAT THE SERVICE CAN HOLD
Operational Support And Meaningful Change, Together
Production Diagnosis & Recovery
Trace unexpected behaviour across Salesforce, integrations and recent changes; stabilise the operation and define the lasting correction.
Continuous Improvement
Refine processes, reporting, security and user experience through a rolling backlog shaped by operational evidence.
Technical Delivery
Deliver Flow, Apex, Lightning, integration and DevOps changes with the same review and validation expected on a standalone project.
Release & Platform Care
Plan releases, assess Salesforce changes, reduce fragile customisation and keep environments and source control in step.
Operational Advice
Give operations and technical leaders a practical view of trade-offs, sequencing and when work should move into a separate project.
FROM REQUEST TO RELEASE
The Original Need Stays Attached To The Change
When a support request needs development, it moves into an issue-led delivery path without losing the customer history. That gives the developer enough context to act and gives the customer a clear route back to acceptance.
Evidence-Led Triage
Record symptoms, affected users, business impact and available system evidence before deciding on the fix.
Agreed Priority
Balance urgent work, planned improvements and available capacity with a named customer owner.
Linked Development
Connect the portal case to the issue, branch, review and deployment so technical progress remains traceable.
Acceptance & Close-Out
Return the change for UAT with clear evidence, then record the release and any follow-on work.
ENGAGEMENT STRUCTURES
Use The Commercial Route That Fits The Work
Not every change needs the same contract shape. We agree the operating boundary up front and recommend a different route when that gives better control.
CORE MODEL
Retained Allowance
Planned capacity for support and continuous improvement. Priorities can move through the cycle without renegotiating every individual task.
FLEXIBLE DEMAND
Time & Materials
A practical route for bounded work or demand that is too variable to place inside a recurring allowance.
RING-FENCED DELIVERY
Separate Project
Used when discovery, dependencies, cutover risk or a committed milestone need their own scope and governance.
WHY THE MODEL WORKS
A Lower-Stress Route To Continuous Change
Production Recovery And The Durable Fix Stayed Separate
A live integration problem crossed Salesforce data, historical identifiers and an external payload. We traced the failing path, isolated the immediate data correction from the code change and kept both linked to the support case. The customer could see what restored service, which proposed change was intended to prevent recurrence and what still needed release approval.
Fewer Stop-Start Projects
Useful improvements can move through a standing delivery route instead of waiting for a new procurement and mobilisation cycle.
Visible Choices
Operations leaders can see what is open, what is using capacity and what decision will move the work forward.
Developer-Led Care
Support can move from operational diagnosis into substantial technical delivery without a hand-off to an unknown team.