Salesforce Managed Services
Your Org. Expertly Managed.

A block of support hours gives you reactive capacity — you draw down hours as issues arise, with no guarantee of response time, no named engineer, no proactive monitoring, and no sprint delivery for enhancements. Managed services is a structured retainer with a named engineer, documented SLA, monthly sprint capacity, proactive org health monitoring, release management, and monthly reporting. The difference is between a reactive cost and a proactive partnership.

Not necessarily. Many businesses use Rackwave Managed Services as an alternative to hiring a full-time Salesforce administrator — particularly for orgs where the workload does not justify a full-time hire, or where the complexity of the org requires senior expertise that a single junior admin cannot provide. Our Growth plan effectively covers the work of a part-time senior Salesforce admin plus development capacity. Our Enterprise plan covers multi-cloud orgs that would otherwise need a team of 2 to 3 internal staff.

Response SLAs depend on issue priority and your plan. On the Growth plan, P1 critical issues receive a response within 4 business hours and same-day resolution. P2 high-priority issues receive a response within 8 business hours. P3 medium issues within 1 business day. P4 low-priority requests within 2 business days. Enterprise plan P1 response is within 2 hours with extended hours coverage. All SLAs are documented in your service agreement and tracked in monthly SLA compliance reports.

We configure a dedicated support portal, email address, and (on Growth and Enterprise plans) a Slack channel for your team to raise tickets. Tickets are automatically classified by priority based on the information provided, acknowledged within the SLA response window, and tracked through to resolution. You can also view open tickets, resolution progress, and historical ticket logs in the support portal at any time.

Yes. We manage multi-org environments including production org, sandbox org management, and partial-sandbox refresh scheduling. For Enterprise plan clients with complex multi-org or multi-cloud architectures, we assign a dedicated technical lead who coordinates work across all orgs.

Three times per year, Salesforce deploys major platform releases. In the weeks before each release, we run a pre-release impact assessment for your org — reviewing release notes, identifying changes that affect your configuration or custom code, testing in your sandbox against critical updates, and producing a written impact report. On release weekend, we monitor your org and resolve any issues that emerge. After release, we produce user-facing guidance notes for new features relevant to your team.

No. All Rackwave Managed Services plans are monthly rolling contracts — we require 30 days written notice to end the engagement. We do not lock clients into long-term contracts because we believe our service should earn renewal every month, not be locked in by penalty clauses. For Enterprise clients who want price certainty, we offer annual fixed-price agreements as an alternative, but this is optional.

Yes. Many clients start on the Essentials plan and scale to Growth or Enterprise as their Salesforce footprint grows or their enhancement velocity increases. Plan changes take effect at the start of the next calendar month with 10 business days notice. There are no penalties for upgrading, downgrading, or exiting.

To onboard your managed services, we need: Salesforce org admin access (we create our own user with System Administrator profile and document all access in your onboarding pack), contact details for your internal Salesforce champion or IT lead, a list of current open issues or enhancement requests if available, and information about your active integrations and connected apps. The onboarding audit takes 3 to 5 business days and the service goes live by day 10.