Expert support that turns technology into outcomes — the same team that built it, runs it.
Most managed services firms inherit a platform they didn't design. Tickets close; nothing improves.
The patterns we see in every stalled support relationship
If any of these sound familiar, the fix is rarely more headcount.
AMS partner closes tickets, doesn't improve the platform
SLAs are green. Velocity is zero. The backlog never shrinks. Every change is scoped as net-new work.
The team who built it handed off to people who never saw it
Implementation was delivered by an SI. Support was handed to a different firm.
Costs climb, capability doesn't
Headcount grows to cover scope creep. Senior talent gets replaced by new hires.
Incidents recur because nobody fixes root cause
The same problem flows through every release. Post-mortems are a PowerPoint ritual.
Salesforce org has become a patchwork
Flows on top of flows. Admin changes on top of dev changes. Tech debt compounds every sprint.
Support is disconnected from strategy
AMS runs in one lane, transformation in another.
Support engineered by the team that built it.
Managed services quality is mostly a staffing problem. Senior engineers solve in hours; junior engineers escalate in days.
- Zero-loss hand-offSame partner, same people, same architecture memory — no "can you walk us through it" phase.
- Senior bench, not junior pyramidArchitects and senior engineers on the support pool — so first-touch resolution is real, not a KPI.
- Outcome-based SLAsWe measure incident reduction, time-to-resolution improvement, and roadmap velocity — not just response time.
- Proactive & predictiveObservability, telemetry, and AI-assisted triage surface issues before the business does. Same discipline applies to Agentforce agents via TeqAgent.
One operate team, every layer
Our support lifecycle — discovery to always-on
Four phases, one operate team.
Discovery & Audit
- Platform health check (Salesforce, data, cloud, apps)
- Tech-debt & security audit
- Incident history & backlog review
- Adoption & utilisation baseline
- Support-readiness scorecard
Tailored Plan
- Engagement model recommendation
- Runbooks & SLA design
- Release calendar & change governance
- Knowledge-base & runbook build
- Commercial model (FTE, pool, outcome)
Onboarding
- Environment & tooling setup
- Team shadowing & warm transition
- Observability & alerting instrumentation
- Security & compliance validation
- First-30-day stabilisation
Always-On Support
- 24/7 incident & change operations
- Release management & QA
- Continuous enhancement backlog
- Quarterly business reviews with outcomes
- Proactive root-cause & optimisation
A clear support operations maturity model
Benchmark where your support is today.
Reactive
Tickets close, outages repeat. No observability.
Responsive
SLAs are green. Response time is measured.
Proactive
Observability instrumented. Root-cause loops active. Incident trend is down.
Predictive
Telemetry and AI-assisted triage catch issues before the business does.
Autonomous
Self-healing runbooks, automated remediation, and continuous enhancement built into the operate rhythm.
The right model for how your team actually works
Four commercial models — pick one, mix them, or switch as you scale.
Dedicated FTE
When you need continuity
Named engineers on your program full-time.
Shared Pool
When workload is variable
Pool of senior engineers across Salesforce, data, cloud, and apps — drawn from on demand.
Partial-Hour Support
When you need depth without overhead
Fractional senior support (4–20 hours/week) across specific platforms — a Salesforce architect.
Outcome-Based
When you want skin in the game
Commercial tied to outcomes — incidents down, mean-time-to-resolution down, enhancements shipped.
The platforms we actually operate
Platform-fluent in approach. Deep in every system we run.
| Platform domain | What we cover | Typical scope |
|---|---|---|
| Salesforce | Admin · config · custom dev · integrationsSales, Service, Marketing, Experience, Data, Industry Clouds, Agentforce | Incident, change, release management; flow/Apex/LWC enhancement; user admin; optimization; org health management. |
| Snowflake | Warehouse · security · FinOpspipeline reliability · data sharing · Cortex | Warehouse sizing, cost management, role/RBAC, replication, data sharing governance, Cortex/Cortex Analyst enablement. |
| AWS & Cloud | Infrastructure · security · backup & DR · FinOpsmulti-cloud (AWS / Azure / GCP) | 24/7 infrastructure operations, security posture, backup/DR drills, cost optimisation, compliance & audit-ready controls. |
| Databricks | Dashboards · data modeling · predictive analyticsgovernance · pipelines · warehouse management | Lakehouse operations, ML pipeline monitoring, Unity Catalog governance, Databricks SQL tuning, model observability. |
| Custom Applications | Full lifecycle dev · feature enhancement · QA · release managementHeroku · AWS · Node · React · LWC | Enhancement releases, defect fix, QA, CI/CD, performance tuning, security patching, production reliability. |
| Agentforce (TeqAgent) | Agent observability · evaluation · remediationregression detection · policy drift | Production-grade monitoring for Agentforce agents — silent-config detection, evaluation harness, human-in-loop remediation. |
| Analytics & Reporting | Tableau · Power BI · CRM Analytics · Pulsedashboard lifecycle · metric governance | Dashboard certification, adoption analytics, enhancement, semantic-layer governance, usage telemetry. |
| Integration & API | MuleSoft · APIs · iPaaS · event busmonitoring · error handling · versioning | API lifecycle, monitoring, error remediation, throughput tuning, new-channel onboarding without rebuild. |
We Blend Our Data Expertise With Other Services
To Transform Your Vision Into Reality
Your operating risk isn't generic — neither is our approach
Every operate engagement starts with your industry's compliance, availability, and business-continuity context.
HIPAA-grade operate for payer, provider, pharma
Production support that protects PHI, meets interoperability mandates.
- Health Cloud & Data Cloud operate
- EHR, claims & FHIR integration monitoring
- HIPAA audit readiness & BAA governance
- Clinical system availability & DR drills
- Agentforce observability for clinical agents
Regulated operate for banking, wealth, insurance
Support that passes OCC, state insurance, and SEC scrutiny.
- FSC & Salesforce operate
- Core system & ledger integration monitoring
- Claims & policy workflow support
- Regulatory reporting & audit response
- Operational resilience & DR exercises
Scale-grade operate for product-led companies
Support that keeps up with fast releases, expanding ARR.
- Sales, Service, CS platform operate
- Product-telemetry & revenue-data operate
- Partner & customer portal availability
- Scaling support ahead of ARR inflection
- Agentforce monitoring for service deflection
Credentialed across every platform we deliver on
Partnerships are how we get roadmap access, pre-release enablement, and senior platform engineering on your program.
- Salesforce Summit Consulting Partner
- 1,000+ Customer Success Stories
- 200+ Salesforce Certified Experts
- 100+ Industry Accelerators
- Clauude Partner Network
- Claude-powered agents in production across regulated industries
- 40+ enterprise Agentforce deployments grounded on Claude
- Teqfocus runs on Claude — we are our own first client
- AWS Advanced Consulting Partner
- 150+ Active AWS Engagements
- 50+ Skilled Practitioners & Cloud Engineers
- Data & Analytics Competency + 6 Designations
- Snowflake Services Partner
- Expertise in Data Lake to Snowflake
- 50+ Customers across key industries
- 20+ SnowPro Certified Experts
- Certified Databricks Consulting Partner
- 20+ AI & Data Workloads delivered
- 20+ Databricks-Certified Experts
- Expanding focus in Healthcare & Financial Services
Pre-built IP that makes support run hot from day one
Reusable assets that compress onboarding and accelerate time-to-value.
Platform Health Check Framework
Scored diagnostics for Salesforce, Snowflake, AWS, and Databricks — adoption, tech debt, security, cost.
Incident Response Playbook
Pre-built runbooks for common Salesforce, data, and cloud incidents — triage, escalation, remediation.
Release Cadence Framework
Release calendar, QA workflow, environment strategy, rollback procedure — used across 100+ enterprise.
Observability Stack
Reference observability across Salesforce, Snowflake, AWS — metrics, traces.
TeqAgent · Agentforce Operate
Production monitoring for Agentforce: silent-config detection, evaluation harness, human-in-loop remediation, regression suites.
FinOps Dashboard Pack
Pre-built cost dashboards for Snowflake, Databricks, and AWS — workload-level attribution, trending, and reduction targets.
Why leaders switch support to us
Depth, accountability, skin in the game.
Same team, blueprint to operate
The engineers who designed and built your platform run it.
Senior-first staffing
Architects and senior engineers in the support pool — not a junior pyramid with escalations that never return.
Outcome-based SLAs
We measure incidents down, time-to-resolution down, backlog down, roadmap velocity up.
Proactive + predictive
Observability, telemetry, and AI-assisted triage surface issues before the business notices.
Four engagement models
Dedicated FTE, shared pool, partial-hour, outcome-based — pick one, blend them, or switch as your needs evolve.
Support + transformation, one partner
The operate team is connected to the delivery team.
Schedule a support audit
Start with a 2-week Support Discovery & Audit.
Questions leaders ask before switching support partners
Typically 6–10 weeks, run in parallel. Discovery & audit (2 weeks) → tailored plan (2 weeks) → onboarding with warm shadowing (2–6 weeks, depending on platform complexity). We work alongside the outgoing partner until cutover — no knowledge cliff, no service dip.
Yes — most of our operate portfolio was built by someone else. Our Discovery & Audit phase is specifically designed to absorb inherited platforms. We document, instrument, and stabilise what's there — then prioritise the tech-debt drain. The transition is built in.
Yes — follow-the-sun coverage across US, UK, and India. L1 always-on, L2 and L3 on-call rotations. Severity-1 incidents hit an architect within the response SLA, not a first-tier junior.
Dedicated FTE — named engineers, full-time, best for continuity. Shared pool — senior engineers drawn on demand, best for variable workload. Partial-hour — fractional senior support on retainer, best for depth without overhead. Outcome-based — commercial tied to measurable results, best when baselines and targets are shared. Most clients start with one and blend over time.
With TeqAgent — our AgentOps product. Observability, evaluation harness, silent-config detection, regression suites, and human-in-loop remediation. We operate Agentforce agents across 40+ orgs. AI agents fail quietly — traditional monitoring misses it. TeqAgent is specifically built to catch those silent regressions.
Response-time SLAs are table stakes — we commit to outcome SLAs on top. Typical: Sev-1 response under 15 min, resolution within 4 hours; Sev-2 within 1 business day. Outcome-side commitments: quarterly reduction targets for incident volume, backlog, and time-to-resolution — tied to the commercial model when the client chooses.
Yes — they cover platform availability; we cover how you use it. Salesforce Premier Support covers the Salesforce platform. Teqfocus covers everything your team built on top — custom flows, Apex, LWC, integrations, data models, Agentforce agents, analytics. Both, used together, is the standard pattern.
Start with a 2-week Support Discovery & Audit. You leave with a platform health scorecard, a tech-debt & security read, an incident analysis, and a tailored engagement recommendation — boardroom-ready whether you continue with Teqfocus or not. Book the audit.
