Managed services · Salesforce

Salesforce managed services: keep it running, keep it moving.

Most managed services contracts buy a ticket queue. Ours buy two things you can hold us to: an operations team that answers for incidents, releases, and platform health on defined SLAs, and a delivery team that keeps shipping against your roadmap. Same people month over month. Nobody has to relearn your org with every ticket.

Two jobs hide inside “managed services.”

When companies buy Salesforce managed services, they're usually buying two different jobs at once: keeping production healthy, and keeping the platform moving. We give each job its own team and its own contract. When both jobs share one team, production problems always come first, and the roadmap work waits.

MANAGED SERVICES & OPS

Sustain

Always-on team handling incidents, releases, and platform health.

  • Post-go-live operations: incident response, release management, monitoring, platform health.
  • Quick wins and admin tickets: config changes, user and permission management, small enhancements. Handled inside the SLA rhythm, not parked in a backlog.
  • SLA-backed with defined response times, escalation paths, and uptime commitments.
  • Aquiva-led. We own the run book, the on-call rotation, the operational rhythm.

“Keep it running. Handle incidents. I don't want to think about it.”

OngoingSLA-backedAlways-on
MANAGED CAPACITY

Scale

A team we run on your roadmap and your stack, for the long run. After 90 days it operates like an internal function.

  • Managed team, sized to your roadmap. We run the rhythm: sprints, releases, quality.
  • Lowest blended rate of any of our continuous models. The long commitment is what buys it.
  • Same people month over month. Context compounds, edge cases get learned.

“I know what I need. Give me a team that operates like mine.”

12+ monthsManaged teamBlended rate
Scope

What’s included

What the run book covers, and what the delivery team ships.

Incident response

Severities, response times, and an escalation path with names on it. We own the run book and the on-call rotation.

Release management

Salesforce ships three platform releases a year. We regression-test your org in a sandbox before each one arrives, so a seasonal release never becomes an incident.

Quick wins and admin tickets

Config changes, user and permission management, the small enhancements users actually feel. Handled in the same SLA rhythm as incidents rather than piling up in a backlog.

Monitoring and platform health

Proactive monitoring that finds problems before users report them.

Enhancements and optimization

The Scale side of the contract: a managed team that keeps shipping against your roadmap even when production has a bad week.

For ISVs

Support ops for your product’s customers.

If you ship a commercial product on Salesforce, the tickets your customers raise need answers from people who know the package and the platform. We run that service desk on behalf of ISVs: triage, troubleshooting in customer orgs, and escalation to engineers who know the code.

White-label is an option: we respond under your name, as your own service ops team. Tier-3 sustaining engineering for the package itself lives on Product Development.

FAQ

Common questions

  • What is Salesforce managed services?

    Ongoing ownership of a Salesforce org by an outside team: incident response, release management, monitoring, admin tickets, and continuous enhancements. Aquiva runs it as two shapes: Sustain keeps production healthy on SLAs, and Scale keeps a delivery team shipping against your roadmap.

  • What does Salesforce managed services include?

    Incident response with defined severities and response times, regression testing for Salesforce’s three seasonal releases, proactive monitoring, quick wins and admin tickets, and a managed delivery team for roadmap work.

  • What SLA should I expect from Salesforce managed services?

    Defined response times by severity, an escalation path with names on it, and uptime commitments written into the contract. If a vendor won’t put numbers in the SLA, it isn’t one.

  • How do managed services handle Salesforce updates and releases?

    Salesforce ships three platform releases a year. A managed service should regression-test your org in a sandbox against each release preview before it reaches production. That is part of Sustain’s run book.

  • Do I need managed services after my Salesforce implementation?

    Not always. If you have an internal admin team with time for releases, monitoring, and the ticket queue, you may only need escalation support. Managed services earn their keep when the org is business-critical and nobody owns its health end to end.

  • How much do Salesforce managed services cost?

    A predictable monthly price sized to coverage: how much of the run book we own on the operations side, and how large the delivery team is on the roadmap side. A longer commitment buys a lower blended rate.

  • Does Aquiva handle support for ISV customers?

    Yes. We run support ops on behalf of ISVs: triage, troubleshooting in customer orgs, and escalation to engineers who know the package. White-label is an option, where we respond under the ISV’s name as their own service ops team.

Let's talk

Tell us what production looks like.

We'll size the coverage to it.

See how we work