Searchlab Managed Services
Salesforce is not a project that ends. Users join and leave, processes change, and Salesforce ships three releases a year whether you are ready or not. Managed services gives you admin and development capacity without hiring, plus someone accountable for the health of the org.
Support runs on a ticket queue with agreed response times. A typical arrangement is one hour response for a production outage, four business hours for a blocker affecting a whole team, and next business day for change requests. Requests arrive by email or through your own service desk, get triaged the same day, and land on a backlog you can see.
Beyond tickets, a fixed block of hours each month goes to planned work: new fields and flows, permission changes, report building, user onboarding and offboarding, data cleanup, and clearing technical debt left behind by earlier projects. We prioritise that backlog with you in a monthly review, so hours go where they matter rather than to whoever asked loudest.
Salesforce releases Spring, Summer and Winter updates each year, and every one lands in your sandboxes before it reaches production. We read the release notes against your actual configuration, test your critical flows, Apex and integrations in a preview sandbox, then give you a short list of what changes for your users and what needs action before the release weekend.
Health work runs quietly in the background. Security Health Check score, Salesforce Optimizer findings, failed flow and Apex exception alerts, storage and licence usage, sandbox refresh scheduling, and a quarterly review of unused fields, reports and permission sets. Small, regular maintenance is what keeps an org from becoming the system nobody wants to touch.
Everything in Managed Services
Named admin and developer
The same people every month, so you are never re explaining your org on a new ticket. Backup cover is named in the agreement as well.
Response time SLAs
Written response targets by severity, with an escalation path and a monthly report showing tickets raised, tickets resolved and time to first response.
Monthly enhancement hours
A committed block of build time for fields, flows, reports, permissions and small features, prioritised with you and tracked against a backlog you can see.
Release readiness testing
Before each Salesforce release we test critical automation and integrations in a preview sandbox and send a plain English summary of what changes for your users.
Org health monitoring
Monitoring of failed flow interviews, Apex exception emails, scheduled job failures, storage limits and licence usage, with alerts routed to us before users notice.
User administration
Onboarding, offboarding, permission set changes, licence reassignment and same day deactivation when someone leaves, handled as a standing documented process.
Quarterly org review
A written review of technical debt, unused fields and reports, security posture and adoption metrics, with a recommended roadmap for the next quarter.
Documentation upkeep
The configuration workbook, automation inventory and integration list stay current, so knowledge lives in a document rather than in one administrator's memory.
The process
Org audit and onboarding
In the first two weeks we document your objects, automation, integrations, security model and open issues, then agree severity definitions, named contacts and the escalation path.
Steady state support
Tickets are triaged daily against the SLA, quick fixes ship the same week, and larger changes are estimated and scheduled into the monthly enhancement hours.
Monthly review
A short call covering tickets closed, hours used, backlog priorities for the coming month, and any risks we found in the org while working inside it.
Release and quarterly checks
Three times a year we run preview sandbox testing ahead of the Salesforce release. Each quarter we deliver the health review and update the roadmap with you.
Questions about Managed Services
How is managed services priced?
As a monthly retainer sized to your org. It covers a support SLA plus a set number of enhancement hours, and larger projects are quoted separately. Orgs with under fifty users often need ten to twenty hours a month. We review the size after the first quarter using real ticket data.
What if we already have an internal admin?
Then we work around them. Many clients keep an internal admin for daily user support and use us for development, integrations, release testing and the work an admin should not carry alone. Ownership boundaries are written into the agreement so nothing falls between the two of us.
Do you need permanent access to our production org?
We need a named user with the access the work requires, and that access can be time boxed or restricted. Logins are auditable, we use permission sets rather than blanket System Administrator profiles where practical, and access is revoked the day an agreement ends.
What happens during Salesforce release weekends?
Salesforce upgrades your org automatically, so there is nothing for you to do on the day. The work happens before. Sandboxes receive the release around a month early, we test your automation and integrations there, flag anything that needs changing, then monitor over the release weekend.
Ready to talk about Managed Services?
Tell us where you are stuck. We reply within the hour on WhatsApp, usually sooner.
Or email Searchlabtools@gmail.com