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Is your Salesforce environment in good condition?
For many organizations, Salesforce is at the heart of the business, but support is lacking precisely when it’s needed:
- Users encounter issues, the solution waits for days.
- Salesforce’s three major version updates per year come as surprises, and something breaks.
- Even small improvements are hard to implement without a separate project.
- No one has a complete picture of what’s actually happening in the environment.
Our support service is the safety net that keeps the business from stopping, and nothing comes as a surprise.
What support means in practice
For users
- Quick help with everyday issues: response within 4 hours
- Small development ideas move forward without a separate project
- No need to wait or explain; a familiar team knows your environment
For management
- Predictable monthly costs with no surprises
- Salesforce remains a reliable foundation for decision-making
- Version updates are handled proactively, no disruptions to business
For the company
- Technical responsibility is ours, so you’re not alone with challenges
- Documentation is kept up-to-date, ensuring continuity
- Proactive development: we discover new Salesforce features on your behalf
What support includes
Our support is comprehensive: not just a ticketing system, but a true partner by your side:
- Fast SLA with 4-hour response time: support requests are always answered by a real Salesforce expert on weekdays (8am–5pm), not bots or outsourced centres.
- Complete technical responsibility: we take full ownership of your Salesforce environment — process errors, updates, and platform stability are all our concern.
- Salesforce Release Management: Salesforce releases three major updates per year. We review each one and ensure nothing breaks in your environment.
- Minor development included in support: changes under 2 hours — such as small automations, visual improvements, and UX fixes — are included without a separate quote.
- Up-to-date documentation: we keep your Salesforce documentation current so your environment is easy to maintain and develop — also for future partners.
How the support process works
Support requests are handled clearly and transparently, so you always know where things stand.
01
Contact us at salesforce-support@loikka.com
Describe the need or issue. We respond within 4 hours. No ticket system jungle — direct connection to an expert.
02
Investigation and agreement together
We review the need: if it falls within the support agreement, we get started right away. If it’s a larger scope, we’ll discuss next steps together. No surprise invoices.
03
Handled quickly, reported clearly
The issue is resolved and the work is reported. Larger backlog items are logged and prioritised, keeping development moving systematically through weekly reviews.
Frequently asked questions
How quickly do you respond to support requests?
We respond within 4 hours on weekdays 8am–5pm (excluding public holidays). You’ll always hear from one of Loikka’s own Salesforce consultants — no offshore support or chatbots. Urgent situations are prioritised within the normal response window.
What is included in the support service and what is billed separately?
Tasks under two hours — such as small automations, field changes, or permission fixes — are included in the support agreement. Larger development tasks are logged and billed separately as agreed work. We always tell you upfront whether a task is within scope.
How are Salesforce’s three major version updates per year handled?
Salesforce releases Spring, Summer, and Winter updates every year. We review each update in advance against your environment and handle any necessary changes before they cause issues. You don’t need to follow Salesforce release notes — that’s our job.
Can we implement new features within the support service?
Smaller ideas — such as UX improvements, small automations, or report additions — are handled within the support agreement. Larger changes go through a development contract or separate project. We review the backlog in weekly meetings and help prioritise what to tackle and when.
What if the issue turns out to be more complex than it first appeared?
We’ll contact you as soon as it becomes clear the solution exceeds the support scope. We’ll agree together on how to proceed. Surprise invoices or silent overruns are not how we work — transparency matters to us.
Do we need our own Salesforce expertise?
No, but it’s a bonus. Loikka acts as your Salesforce expert, so your own expertise can be anything. If you have a super user or IT team, we work smoothly alongside them. If not, we’ll handle everything on your behalf.
