What You Should Know About Salesforce/AMS Support Plans

Implementation Is Just the Beginning

Many associations don't realize that the implementation of a new AMS is just the beginning. Once you're live, who’s going to support it?

Support doesn’t just mean fixing bugs. It means keeping the system clean, managing permission changes, adjusting reports, enhancing functionality, solving data issues, integrating with new systems, training new staff, and answering user questions. In short, it means keeping everything running so your team can do their jobs.

Common Types of AMS Support Models

Here are the most common types of support setups I have seen:

Retainer-Based Support

This is where you prepay for a set number of hours per month and usually get faster response times, more consistency, and a clearer process for submitting requests. There's typically a rate discount for signing on for more hours and you may be able to add on additional hours as needed.

It’s a good middle ground for most orgs that don’t need full-time help but want reliability and planning support. Keep in mind there are often options for standard vs. premier, which give you different response times and benefits.

Ad-Hoc or Hourly Support

This is pay-as-you-go support. It can work if your needs are minimal but you’ll often pay a higher hourly rate, and you might wait longer for a response since there’s no guaranteed service level.

Continuity can also be a challenge. You may not always get the same person, and there’s less room for strategic planning. That said, if your system is running very smoothly and your staff is consistent, you may only have occasional requests, and there is no contract required. Keep in mind not all consulting companies offer this type.

Fully Managed Admin Services

This is essentially outsourcing your internal Salesforce admin. It works best when you don’t have someone in-house to manage your systems daily. A good consultant here becomes an extension of your team.

The hourly rate is typically the lowest of all the options since they’ll be working a set number of hours each week, potentially up to full-time.

What to Look for in a Support Partner

No matter what path you choose, here’s what I think makes for a great support partner:

1. They understand your industry and systems, especially if you’re using a robust AMS like Fonteva.

2. You know who you’re working with and you’re not re-explaining your org every time.

3. They’re responsive when something breaks and proactive in helping you prevent problems.

4. They offer insights to help you get the most out of the system.

   
   

Final Thoughts

I hope this helps. We offer all types of support at Acadia Bay and would be happy to help you figure out what is best for your organization.