Service Levels and Responsiveness
Our support model is designed to balance responsiveness with operational stability. Issues are prioritized based on impact to users and service continuity.
- Critical issues receive immediate attention
- High-impact functional issues are addressed within defined response windows
- Lower-priority enhancements are scheduled and delivered through planned releases
This structure ensures service continuity while avoiding unnecessary disruption to municipal operations.
Flexible, Ongoing Support
Municipal Salesforce environments vary in complexity and usage. Managed Services can be scaled to match organizational needs and adjusted over time.
Support may include access to:
- Certified Salesforce Administrators
- Certified Salesforce Developers
- Salesforce Solution Architects
Service levels are reviewed annually and can be adjusted to reflect changing operational requirements or new use cases.
Supporting Long-Term Platform Growth
Managed Services also enable municipalities to extend and enhance their Salesforce platform over time without re-implementing core functionality.
Common areas of expansion include:
- Service request and case management
- Licensing and permitting
- Inspections and compliance
- Reporting and performance management
- Cross-departmental workflows
Enhancements are delivered within established governance and change-management processes to ensure consistency and sustainability.
Transparency and Accountability
MuniPaaS emphasizes clear communication and accountability throughout the managed services engagement.
Municipal clients receive:
- Visibility into support requests and resolutions
- Tracking of hours used
- Documentation of changes and enhancements
- Ongoing insight into platform performance and improvement opportunities
This ensures the Salesforce platform remains a reliable and well-managed operational system.
Why Municipalities Work With MuniPaaS
- Experience delivering and supporting municipal Salesforce solutions
- Understanding of public-sector governance and operational constraints
- Structured, transparent support processes
- Long-term focus on platform stability and scalability
Our Managed Services are designed to support municipalities not just immediately after go-live, but throughout the lifecycle of the platform.
