Salesforce Managed Support Services - CAN-RFQ-2011971

Auto generated: pending completion

The scope of services includes delivery of an end‑to‑end Salesforce managed service supporting the Department’s CMS, IR, and ORALRA applications. Services cover day‑to‑day administration, including user management, configuration, data integrity, and environment management to maintain secure, stable, and efficient operations. Development services include the design, build, and deployment of enhancements, new functionality, and integrations aligned to business and technology priorities. Supervised issue investigation, root‑cause analysis, and solution delivery will be undertaken in collaboration with departmental teams. Incident management services include resolution of issues in accordance with agreed SLAs, with escalation to Salesforce or third‑party vendors where required. Structured change and release management processes will be applied to all changes, including impact assessment, testing in non‑production environments, and deployment through established governance processes. Ongoing services include proactive monitoring, health checks, risk and impact assessments, and continuous improvement activities. Regular reporting will be provided covering system performance, incidents, enhancements, security and compliance, service levels, and financial matters. Training, documentation, and knowledge transfer activities are included to support internal capability uplift and maximise the value of the Department’s Salesforce platforms.