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Smart IT solutions for connected and electric mobility.
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When your Salesforce org breaks, slows down, or stops doing what it should — we fix it fast. Our certified support engineers diagnose and resolve bugs, errors, performance issues, broken automations, and security vulnerabilities across all Salesforce clouds — with SLA-guaranteed response times and full root-cause documentation on every ticket.
From emergency bug fixes and automation failures through performance tuning, security patching, and preventive maintenance — every type of Salesforce issue diagnosed, fixed, and documented.
We diagnose and fix Salesforce bugs — broken record saves, failed validations, incorrect field behaviour, broken formula fields, and any configuration or code defects causing your users to encounter errors in production.
We diagnose and repair broken Salesforce automations — Flow errors, Process Builder failures, Apex trigger exceptions, scheduled job failures, and workflow rule malfunctions — with root cause analysis and regression testing before redeployment.
We identify and resolve Salesforce performance issues — slow page loads, sluggish list views, report timeouts, governor limit breaches, and SOQL query bottlenecks — through org analysis, query optimisation, and configuration adjustments.
We identify and remediate Salesforce security vulnerabilities — over-privileged permission sets, exposed field-level data, broken sharing rules, stale connected apps, and misconfigured authentication settings — with a documented fix record.
We diagnose and fix broken Salesforce integrations — failed API callouts, webhook delivery failures, Platform Event processing errors, MuleSoft flow exceptions, and data sync mismatches — restoring clean data flow between systems.
We resolve user access problems — users locked out of Salesforce, incorrect permission set assignments, profile errors, login IP range blocks, SSO failures, and MFA configuration issues — with a documented audit trail of every change made.
When a Salesforce platform release introduces breaking changes to your org — failed validations, broken components, deprecated API versions, or changed behaviour — we diagnose and fix the issue within the response SLA for the affected priority.
We run scheduled preventive maintenance on your Salesforce org — clearing stale automation errors, reviewing error logs, checking governor limit headroom, refreshing sandboxes, and archiving inactive automation — reducing the likelihood of production incidents.
If your Salesforce org is showing any of these symptoms, our support engineers can diagnose and fix the root cause — usually within the same business day.
Too many SOQL queries, heap size exceeded, or CPU time limit errors in production Apex.
A Flow is triggering itself repeatedly causing system slowdown or hitting the Flow interview limit.
Users unable to log in due to failed MFA, SSO misconfiguration, or IP restriction changes.
Records not syncing between Salesforce and ERP, marketing platform, or other connected systems.
Reports timing out or dashboards failing to load due to unoptimised SOQL or data volumes.
Users seeing records they should not, or not seeing records they should — usually after a config change.
Records refusing to save due to a validation rule that was recently changed or incorrectly written.
Duplicate management rules creating false duplicates or failing to catch actual duplicates on save.
Bulk API or Data Loader imports failing partway through with unclear error messages.
Lightning Web Components rendering blank, throwing console errors, or failing on specific record types.
Workflow or Flow email alerts failing silently — not arriving in recipient inboxes.
Batch Apex, scheduled jobs, or scheduled Flows failing without clear error notifications.
Users with conflicting permission sets accessing incorrect data or being blocked from expected records.
Outbound callouts to external systems returning errors, timing out, or failing authentication.
Reports showing blank or incorrect data after a field rename, deletion, or org config change.
Partial or full sandbox refresh failing, stalling, or producing an org with broken configuration.
Every support engagement includes documented SLA commitments — response times, resolution targets, and escalation paths — tracked and reported monthly.
| Priority | Definition | Response Time | Resolution Target | Communication |
|---|---|---|---|---|
|
P1 — Critical
|
Salesforce completely down or business-critical process non-functional for all users | < 4 business hours | Same business day | Every 2 hours until resolved |
|
P2 — High
|
Major functionality broken for a subset of users, or critical automation failing with business impact | < 8 business hours | < 1 business day | Every 4 hours until resolved |
|
P3 — Medium
|
Non-critical feature broken, intermittent errors, or configuration issue with workaround available | < 1 business day | < 3 business days | On request / daily update |
|
P4 — Low
|
Minor issue, cosmetic problem, general guidance question, or non-urgent maintenance task | < 2 business days | < 5 business days | At ticket closure |
SLA times are in business hours (Mon–Fri, 9am–6pm IST) unless extended hours are agreed. All SLA commitments are documented in your support agreement and reported monthly.
Raise a support ticket through whichever channel works best for your team — every channel connects to the same pool of certified Salesforce engineers.
Raise, track, and review tickets in the dedicated portal — with priority classification, status updates, and full ticket history.
Send issues to your dedicated support email address — auto-acknowledged and classified within the SLA response window.
Direct access to your named engineer via a dedicated Slack channel — for fast async communication on in-progress issues.
WhatsApp emergency line for P1 critical issues outside business hours — for agreed enterprise support arrangements.
From the moment you raise a ticket to the moment it is closed — a transparent, documented process with no ambiguity about what is happening or when.
You raise a ticket via portal, email, or Slack — describing the issue, the affected users, and the business impact. The system automatically acknowledges receipt and assigns a case reference number immediately.
A certified engineer reviews the ticket within the SLA response window — assessing priority, requesting any additional details needed, and confirming the classification and response commitment back to you.
The engineer replicates the issue in your sandbox environment (where possible), uses debug logs, Apex execution analysis, and org configuration review to identify the root cause before any fix is applied.
The fix is developed and tested in sandbox — verifying that it resolves the issue without causing regression in related functionality — before any production change is made.
The fix is deployed to production via change set or SFDX with your approval — with a post-deployment smoke test confirming the issue is resolved and no new issues have been introduced.
Every resolved ticket receives a Root Cause Report — describing what broke, why it broke, what was done to fix it, and what preventive action (if any) we recommend to reduce the risk of recurrence.
The difference between support that puts a sticking plaster on the symptom and support that finds and fixes the root cause — is the experience of the engineer assigned to your ticket.
We do not close tickets by suppressing the symptom. Every fix targets the verified root cause — with regression testing in sandbox before production deployment and a Root Cause Report documenting what was found and fixed.
The engineer assigned to your ticket holds active certifications on the Salesforce cloud your issue is in — Platform Developer for Apex bugs, Service Cloud Consultant for case management issues, Marketing Cloud Consultant for SFMC errors.
We never apply a fix directly to your production org. Every change is built and tested in a sandbox first — with deployment to production only after you approve the solution and sandbox testing is complete.
Every resolved ticket includes a written Root Cause Report. After a pattern of related issues, we produce a Trend Report with structural recommendations — so your org stops generating the same tickets repeatedly.
Our SLAs are documented in your support agreement and tracked in monthly reports. If we miss a response SLA, we tell you — before you notice. Transparency about performance is non-negotiable.
Ad-hoc support works for stable orgs. If you find yourself raising frequent tickets, we can transition you to a Managed Services plan — giving you proactive monitoring, sprint capacity, and the named engineer relationship that prevents issues from occurring.
When you raise a support ticket, the engineer assigned holds active certifications on the Salesforce cloud your issue affects — not a generalist reading documentation for the first time.
Salesforce Administrator
Advanced Administrator
Sales Cloud Consultant
Service Cloud Consultant
Marketing Cloud Consultant
Platform Developer I
SF Agentforce Specialist
Integration Architect
Data Architect
Salesforce Marketing Associate
At Rackwave Technologies, we deliver tailored IT Consulting Services across a wide range of industries. Our industry-focused approach ensures that every solution aligns with specific operational challenges, compliance requirements, and growth objectives—rather than generic technology implementations.
IT systems for real-time tracking and efficient operations.
Explore MoreReal feedback from teams who needed their Salesforce fixed fast — and got a root cause report, not just a workaround.
"Our Flow went into an infinite loop on a Friday afternoon affecting 200 users. Rackwave had a senior engineer assigned within 2 hours, the loop identified within 30 minutes, and a fix deployed to production by 6pm. The root cause report explained exactly what had triggered it and how they had prevented it recurring."
"We had been getting intermittent governor limit errors in Apex for three months. Two other vendors told us it was an expected Salesforce limitation. Rackwave diagnosed a bulkification problem in a trigger that had been written incorrectly on day one — fixed and tested in a week. No errors since."
"What I appreciate most is the root cause report on every ticket. Most support teams close the ticket and move on. Rackwave tell you what broke, why, what they did, and what to watch for. After six months of support, our recurring ticket volume has dropped by 60% because issues are genuinely fixed, not patched."
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“Rackwave Technologies has significantly improved our marketing performance while providing reliable cloud services. We’ve been using their solutions for a while now, and the experience has been seamless, scalable, and results-driven.”
David Larry
Founder & CEO
Everything you need to know about our Salesforce Support & Maintenance services.
Salesforce support is reactive — you raise a ticket when something breaks or needs fixing, and we resolve it within the SLA. It is transactional and issue-driven. Salesforce managed services is proactive — we take ongoing responsibility for your org, run monthly health checks, deliver enhancement sprints, manage releases, and act as your dedicated Salesforce team whether or not there is an active issue. Support is right for stable orgs that need a trusted break-fix partner. Managed services is right for orgs that need continuous improvement, proactive management, and a named engineer who knows the org.
P1 critical issues — where Salesforce is completely down or a business-critical process is non-functional — receive a certified engineer response within 4 business hours. For customers on extended hours agreements, P1 response is within 2 hours. All response commitments are documented in your support agreement and tracked in monthly SLA compliance reports. If we miss a response SLA, we proactively notify you before you discover it.
No. Every fix is built and tested in a sandbox environment first — verifying the fix resolves the issue without introducing regression — before being deployed to your production org. We will only bypass the sandbox step for a P1 critical issue where sandbox testing would materially delay resolution beyond the SLA, and only with your explicit approval. Sandbox-first is a non-negotiable standard in our support delivery.
Every resolved ticket includes a written Root Cause Report covering: a description of the issue and its impact; the root cause identified during diagnosis; the fix applied and how it was tested; any configuration or code changes made in production; and recommendations to prevent recurrence. Root cause reports are provided within 24 hours of ticket resolution and stored in your support portal for future reference.
Yes. We regularly take on support for Salesforce orgs implemented by other partners, internal teams, or previous vendors. We start with a support onboarding audit — reviewing your org configuration, custom code, automations, and integrations — to build the knowledge base that allows us to support you effectively from day one. This audit typically takes 3 to 5 business days and is included in your first month of support.
We provide support and maintenance for all Salesforce clouds — Sales Cloud, Service Cloud, Salesforce Marketing Cloud, Account Engagement (Pardot), Commerce Cloud, Experience Cloud, Salesforce Platform, MuleSoft integrations, Tableau and CRM Analytics, Field Service Lightning, and Health Cloud. Engineers assigned to your tickets hold active certifications on the cloud your issue affects.
For P1 critical issues during business hours, raise a ticket via your support portal or email and mark it as P1 — you will receive an acknowledgement and engineer assignment within 4 hours. For genuine after-hours emergencies on extended support agreements, contact us via the dedicated WhatsApp emergency line. For non-emergency issues, the support portal or email are the standard channels and will be responded to at the start of the next business day.
Yes. We regularly diagnose and fix Apex issues in code we have not written — including governor limit errors, trigger exceptions, batch job failures, and test class failures. Our engineers read and understand existing Apex code thoroughly before making any changes — documenting what was changed and why in the root cause report — so you always know what was modified in your codebase.
We offer both. For businesses with infrequent Salesforce issues, we offer time-and-materials support where you are invoiced per ticket based on complexity and time spent. For businesses with more regular support needs, a monthly support retainer is more cost-effective and includes guaranteed SLA commitments. We can discuss both options and recommend the right model based on your ticket history and budget.
If we observe a pattern of recurring issues — the same error type, the same object, or the same automation repeatedly — we proactively raise a Trend Report identifying the structural root cause and recommending a permanent fix. Recurring issues are usually symptoms of a deeper configuration or design problem that the original fix did not address. We make this observation automatically, without waiting for you to notice the pattern.
