Support · after the build, or on an org somebody else built
Somebody who knows the org,
for a fixed number of hours a month.
Sixty days of support come with every build. This is what happens after that, and what to buy if I did not build it in the first place. A written scope, a fixed monthly price, and an end date that is in the agreement rather than implied.
Fifty euro an hour, the same rate as everything else here.
Three sizes
Hours a month, multiplied by fifty. There is no fourth number.
No volume discount, because the whole site rests on one rate and an exception here would make every other price a negotiation. Move between tiers month to month.
8 hours a month
One change a week, questions answered, documentation kept current.
16 hours a month
A change or two a week, plus a standing half day for whatever arrived.
32 hours a month
Close to a day a week. The point at which hiring somebody starts to compete.
Minimum term three months. Unused hours expire at the end of each month and do not carry over.
What the hours go on
Changes, questions, and keeping the description true.
Configuration changes, new fields and automation, reports, permission changes, answering the question your admin cannot. And the part most support arrangements skip: the written description of the org stays current, so the month you stop buying support is not the month everything becomes unknowable again.
Work that has its own written scope is not taken quietly out of support hours. An implementation, a migration, or consolidating automation across an object is priced separately at the same rate, and you are told before the hours go rather than after.
What this is not
Still no ticket queue, and still an end date.
There is no service level agreement, nobody is on call outside working hours, and no arrangement here runs indefinitely. Every plan names the month it ends, and continuing means agreeing a new one rather than not cancelling an old one.
If what you need is somebody to own the org permanently, that is a hire and not a plan. Above roughly thirty two hours a month the arithmetic starts to favour employing an administrator, and I will say so rather than sell you the largest tier.
Asked often enough to answer here
Questions
Is this a retainer?
It is a term engagement, which is the part that matters. There is a written scope, a fixed monthly price and a named end date, and it stops on that date unless both sides agree a new one. What is still not offered is the open ended version: no ticket queue, no service level agreement, and nobody on call outside working hours.
What happens to hours I do not use?
They expire at the end of the month and do not carry over. That is the honest version of how these work, and it is why the smallest plan is the right starting point for most orgs. Moving up a tier takes effect the following month and needs no renegotiation.
Can I buy support for an org somebody else built?
Yes, and it is the more common case. It starts with reading what is there, because changing an org nobody has described is how small changes become outages. The first month is usually weighted towards that rather than towards changes.
What is not covered?
Anything with its own written scope: an implementation, a migration, a rebuild of automation across an object. Those are priced separately at the same rate, and support hours are not spent on them quietly. If a request turns out to be one of those, you get told before the hours go.
Serhii Skrypnyk · Senior Salesforce Administrator and developer · 7 Salesforce certifications · on the platform since 2018. Reviewed 22 August 2026.