Salesforce AMS — Managed services

A monthly bundle of hours covering user support, bug fixing, configuration changes and small enhancements, with agreed response times. Larger projects are quoted separately so the monthly fee stays predictable.

Plans start at 3 months and can be adjusted monthly afterwards. You can scale hours up or down as your needs change.

Blocking issues within 4 business hours, standard requests within one business day. Exact SLAs are written into the contract.

Salesforce support covers the platform: outages, bugs in their product, licensing. It does not touch your configuration, your automations or your code. AMS covers exactly that part: your org, the things you built, and the changes you keep needing.

As a rule of thumb, 8 hours cover a stable org with 10-50 users and a handful of small requests a month. Above 100 users, or right after a go-live, 16 to 24 hours is more realistic. Start low: unused hours roll over, and the plan is adjusted monthly after the first three months.

It does not include Salesforce or third-party app licences, which stay in your name. It does not include large projects: a new implementation, a data migration or an integration is quoted separately at a fixed price, so the monthly fee stays predictable and the included hours are not burned in one go. It does not include out-of-hours or weekend on-call, and it does not cover products that are not Salesforce. Everything else that fits the plan's hours is in.

Yes, and it is a normal situation. It starts with read-only access to the org to inventory automations, code, integrations and users: at the end you get a written document listing what exists, what is broken and what nobody uses any more, and that document is yours even if you never sign anything. You do not need the outgoing provider's permission to start: the configuration and the code live in your org and belong to you.

It depends on how much work there really is. If requests do not fill half a day a week, an employee sits underused, uncovered during holidays and gone when they resign: an AMS plan at €370 a month with eight hours included costs less and still gives you an answer within one business day. If requests fill every day, an in-house admin costs less per hour and understands the business better than any outsider. The most common case is the third one: an in-house admin on configuration and users, us on development, integrations and releases.