TeamX Assist
AFDigital will provide responsive Email support and break-fix to ensure you have sufficient and reliable hands-on support with your Salesforce.
Inclusions
- Support Hours (8-8, M-F)
- SLA: 1hr first response time
- Dedicated support email
- TeamX Assist
- Troubleshooting & break-fix
- Salesforce Admin services
- Guidance through Salesforce errors
- Salesforce Case support
- Weekly reporting of tasks and budget
- Weekly & Monthly PM Meetings
- Quarterly Account Review
Skills
We have Skilled Consultants across:
- Salesforce Platform
- Heroku
- Integration (Dataloader.io, Zapier, Jitterbit, Mulesoft)
- Sales Cloud
- Service Cloud
- Community Cloud
- Marketing Cloud
- Social Studio
- Email Studio
- Advertising Studio
- Mobile Studio
- Datorama
- Journey Builder
What’s not included?
- Hours expire every 3 months
- Phone Support
- Live Chat Support
- Weekends and Australian National Public Holidays
- Administrative changes and configuration changes
- New solution scoping
- Setup new Salesforce products
- Additional fees for L2 Admin, Marketing & Tech Ops, Cloud SME/Architect and Meetings.
- Onshore Project Management, Consulting, Advisory or Architecture
- Sandbox development
- Solution documentation
- Reporting
- Salesforce Admin services
- New requirement scoping and solution
- Digital Marketing Services
- Custom Development
- Access to Marketing and Tech Ops services
- Training
- Weekly Meetings with PM
- Quarterly Account Review
Exclusions
- Excludes general platform administration, configuration and development (intended purpose is for break-fix and support)
- Requests greater than 2 days effort may be scoped as custom projects
- Consumable budget expires every 3 months
- Weekends and Australian National Public Holidays not supported
- Requests for on-site or ANZ based resources may be subject to a 2 week lead time
How to get help?
Simply send an email with your issue or request to support@afdigital.com.
1. Introductory meeting
It’s important that we say hello before we start this new partnership.
In this first meeting we will confirm your order and ensure eligibility criteria are met. If for any reason we cannot continue with TeamX for any reason, you will receive a full refund within 7 business days.
You will be assigned a Project Manager who will be responsible for your project success.
2. Kick-Off Meeting
The Project Manager will arrange a brief meeting to review the project, scope, and discuss next steps.
3. Complete the Prep Checklist (1 week)
Before we can proceed, you must complete the Prep Checklist provided.
4. Discovery
The Project Manager will arrange a Discovery meeting to go through the Prep Checklist with you and ensure everything is in place, they will also review the project, scope, and discuss next steps.
You will then be asked to complete:
- Prep Checklist
- Login and provide AFDigital with Admin Access to Salesforce
5. Raise Support Requests
As you need please send an email to support@afdigital.com with your request, question or problem and we will do our best to support you.
The typical support process is:
- Send an email to us
- We will respond with any questions
- If necessary we will arrange a meeting to discuss
- Fix Design
- Playback Meeting
- Build & Test solution
- Deployment
- Retrospective
6. TeamX Regular Activities
Throughout your relationship with us, you can expect the following:
- Ad hoc support via support@afdigital.com
- Weekly Report (Timesheets and Task Status)
- Monthly Status Reporting
- Quarterly Account Reviews + Roadmap + Backlog
7. Renewal
Once we’ve finished the period we will:
- Send you a NPS survey
- Hold a Project Retrospective with you to get your feedback
- Ask you to sign a Project Closure Acceptance Certificate
- Complete a Customer Satisfaction Survey from Salesforce
Minimum Criteria
- Client Project Manager / PoC
- Must have already completed a Health Check OR Project with AFDigital
- Sold in 3 month blocks as a minimum
- Minimum Engagement Term = 3 months
- Requests greater than 5 days effort may be scoped as custom project
Inclusions
- Support Hours (8-8, M-F)
- SLA: 1hr first response time
- Dedicated support email
- TeamX Assist
- Troubleshooting & break-fix
- Salesforce Admin services
- Guidance through Salesforce errors
- Salesforce Case support
- Weekly reporting of tasks and budget
- Weekly & Monthly PM Meetings
- Quarterly Account Review
Skills
We have Skilled Consultants across:
- Salesforce Platform
- Heroku
- Integration (Dataloader.io, Zapier, Jitterbit, Mulesoft)
- Sales Cloud
- Service Cloud
- Community Cloud
- Marketing Cloud
- Social Studio
- Email Studio
- Advertising Studio
- Mobile Studio
- Datorama
- Journey Builder
What’s not included?
- Hours expire every 3 months
- Phone Support
- Live Chat Support
- Weekends and Australian National Public Holidays
- Administrative changes and configuration changes
- New solution scoping
- Setup new Salesforce products
- Additional fees for L2 Admin, Marketing & Tech Ops, Cloud SME/Architect and Meetings.
- Onshore Project Management, Consulting, Advisory or Architecture
- Sandbox development
- Solution documentation
- Reporting
- Salesforce Admin services
- New requirement scoping and solution
- Digital Marketing Services
- Custom Development
- Access to Marketing and Tech Ops services
- Training
- Weekly Meetings with PM
- Quarterly Account Review
Exclusions
- Excludes general platform administration, configuration and development (intended purpose is for break-fix and support)
- Requests greater than 2 days effort may be scoped as custom projects
- Consumable budget expires every 3 months
- Weekends and Australian National Public Holidays not supported
- Requests for on-site or ANZ based resources may be subject to a 2 week lead time
How to get help?
Simply send an email with your issue or request to support@afdigital.com.
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