Salesforce Support

With Salesforce up and running, it’s easy to think the hard work is over.

Our support packages include

Sales Cloud, Service Cloud, Experience Cloud, Pardot, CPQ, and Nonprofit

  • 24 hrs Response Time

  • 2 hrs Critical Incident Response

  • Salesforce Administration

  • 8.30 am – 5.30pm (UK)

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Min 6 months

  • 8 hrs Response Time

  • 2 hrs Critical Incident Response

  • Salesforce Administration

  • Salesforce Consultancy

  • Monthly Healthcheck

  • 8.30 am – 5.30 pm (UK)

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Min 6 months

  • 2 hrs Response Time

  • 30 mins Critical Incident Response

  • Salesforce Administration

  • Salesforce Consultancy

  • Monthly Healthcheck

  • 6.00 am – 10.00 pm (UK)

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Min 6 months

Our Salesforce Support packages include the following.

Setup and Customisation

  • User Setup & Management
  • Custom & Standard Objects
  • Custom Fields, Buttons & Links
  • Page Layouts & Views
  • Standard & Custom Field Operations
  • Business Process Automation
  • Analytic Support, Reports & Dashboards
  • Support Operations Configuration
  • Case Management Automations
  • Sales Operations Configuration
  • Sales & Account Territory Management
  • Desktop & Mobile Administration


  • Email & Letterhead templates
  • Quote Templates
  • Translations Workbench


  • Mass Data Operations
    (Transfer, Deletion, Creation and Update)

Org Setup, Security & Data Sharing

  • Company Settings
  • Login, Roles, Profiles, Sharing
  • Organisation Setup

Activity, Collaboration & Content

  • Chatter Configurations
  • Activity Management
  • Knowledge setup
  • Content Creation

Frequently Asked Questions

Which package is better for me?

This depends on the volume and frequency of support that you need and how resources are already available to you. Most customers prefer to start on the Silver package which includes 8 hours of support. If you are not sure get in touch with us and we’ll advise you on the best package suitable for your needs.

What do your Support packages include?

We act as your Salesforce Administrator. This means that we align our team with your organisation’s goals and we’ll do any work that constitutes administration, updates, maintenance, issue resolution, or general improvements with your Salesforce set-up.

What Salesforce platforms do you support?

We currently support Sales Cloud, Service Cloud, and Non-ProfitProfit Cloud. If you have other platforms you want us to support you with, you can let us know.

How do I sign up?

Get in touch with us through our inquiry form and we will sign you up.

How do I pay?

You will be set up on direct debit for the duration of the agreement.

Can I pay by Credit Card?

Yes, but only for the Silver package

What are the terms for each package?

  1. Subscription paid monthly in advance.
  2. Cancellation notice is 7 business days before month end.
  3. Renewals are automatic and contractually binding.
  4. Hours are allocated to a specific month and must be used during that month.
  5. Unused hours for a month cannot be carried forward to the next month.
  6. Additional hours will be charged at £55/hr (excl VAT).
  7. Critical incidents will be charged at £70/hr (excl VAT).
  8. All requests for support are to be logged via our customer platform portal.
  1. Subscription paid monthly in advance.
  2. Cancellation notice 7 business days before contract end, else your contact goes on monthly rolling at the same rates.
  3. Unused hours for a month cannot be carried forward to the next month
  4. You will have 2 Critical incidents allowance per month. Extra critical incidents will be charged at £60/hr (excl VAT).
  5. Additional hours will be charged at £40/hr (excl VAT).
  6. You will receive a monthly account review by your allocated Salesforce consultant
  7. You will receive a monthly system health review from your allocated Salesforce consultant
  8. You will be able to set up meetings with your Salesforce consultant
  9. All requests for support are to be logged via our support portal or sent via email.

What’s the onboarding process?

For Silver and Gold packages, once you have signed up, you will receive the login details to our customer platform. One of our consultants will contact you to make sure we have the details we need from you so that we can assist you better. From then you will be able to start sending us your tasks to do.

What type of support we can expect?

A support request can be questions, configuration work, and issues you may be having with your Salesforce platform.

What type of work does this exclude?

As much as we would like to help within the scope of our Salesforce Support packages, we do not handle data transformation/cleansing/migration, from scratch salesforce implementation, complex integration of Salesforce with 3rd party applications and custom coding like APEX, HTML, JavaScript. We would treat such requirements as separate projects outside the scope of our support packages and provide you with a custom quote. Our project team can handle any implementation, customisation, and integration.

How do I make a support request?

You can submit a support request from our customer platform portal. We may need your time for a call to clarify complex issues. We may ask for your approval before deploying any changes to your live Salesforce environment. If you have a critical incident issue, you can call us directly.

What access would you need?

We will require access to your live Salesforce platform/s. Our Salesforce Administrators will help you with this during the onboarding.

What’s the process for tracking my issue? How do I track my request?

You will have access to our customer platform portal where you can track and engage with all your submitted requests.

How does Smplicity ensure my company’s data is secured?

Data Protection is crucial for the survival of our business. We take our client’s data seriously and do the utmost to protect it. We will sign an NDA with you to make sure we are protecting your data and since we will only be working within your Salesforce environment, you are data is already protected by Salesforce.

Do I get billed if I am exceeding my allocated hours?

For Silver, you will be charged £55/hr (excl VAT) for the additional hours you use.

For Gold, you will be charged £40/hr (excl VAT) for the additional hours you use.

In both cases, we will never proceed with any work until we receive your confirmation.

If I have not used my hours, does it carry forward?

For Silver and Gold, unused hours will not be carried forward.

For Platinum, up to 30% of unused hours will be carried forward only to the next month only.

Can I upgrade my package?

Yes. You can upgrade at any anytime.

None of your packages fit my requirements. Do you provide customised packages?

We understand that sometimes you may need a custom package for your business. Our Platinum package is for all customers where needs are very unique. Contact us and we will be happy to work something out for you.

How do I cancel my package?

Silver – Cancellation notice is 7 business days before month end.

Gold – Cancellation notice is 7 business days before the contract end.

How do I revoke Smplicity’s access?

If you decide to leave our support packages, you will receive an email from us with a checklist of instructions on how to revoke our access to your system.

Do the packages include on-site support?

We generally do not offer on-site support in our plans. We use online tools for collaboration and communications. If you require on-site support, please contact us.

Do I get any discount if I am a Charity or Not for Profit Organisation?

We love to work with Charities and Nonprofit organisations, and we like to help as much as we can. Please contact us and we will send you our special pricing for Charities and Nonprofit organisations.

Where are you based?

We are headquartered in London, United Kingdom. Our office is at 145 City Road, Hoxton.