How does the hours model work?

Each plan includes a monthly capacity of hours distributed across support, administration, and evolution. You prioritize tasks in a shared backlog and we execute within the contracted capacity.

Can I change plans later?

Yes. You can scale or adjust your plan as your operation evolves. Changes take effect at the start of the next billing period.

What if I need more hours one month?

All plans include rollover of unused hours to the following month (Foundation 25%, Professional 50%, Business 75%, Enterprise 100%), available with quarterly, semi-annual, or annual prepayment. Additionally, with prepayment you can borrow hours from future months: Foundation 20%, Professional 30%, Business 40%, Enterprise 50%, up to the limit of what you've already paid. If your usage consistently exceeds plan capacity, we propose upgrading to the next tier.

Which Salesforce clouds are covered?

All plans cover Sales Cloud, Service Cloud, and Field Service. What differentiates each plan are the service limits (hours, SLAs, type of work included), not the clouds. Agentforce and Data Cloud are included only in Enterprise.

What's the difference vs. hiring an internal admin?

An internal admin knows one org. Our team of senior certified consultants brings experience from multiple implementations, industry best practices, and Field Service specialization — at a fraction of the cost of an internal team.

What does the onboarding process look like?

It takes 2 to 4 weeks depending on the plan. It includes an org audit, access setup, SLA definition, and ticket portal activation. There's no disruption to your operation during the process. Onboarding hours do not count against your contracted tier hours.

What is the contract commitment?

The contract has a minimum term of 1 year with automatic renewal. Billing is prepaid — you can choose monthly, quarterly, semi-annual, or annual cycles. The longer the prepayment period, the more rollover and borrowing of hours you can access.

Does onboarding consume hours from my plan?

No. The onboarding process (2–4 weeks) is included at no additional cost and does not deduct hours from your contracted tier. From day 1 of the operational contract, the full capacity of your plan is available.

Your Salesforce needs more than support — it needs to evolve

You already invested in Salesforce. We make sure it works, grows, and delivers maximum return — with senior certified consultants and Field Service specialists.

Four pillars, one comprehensive service

Our managed service covers the four dimensions your Salesforce needs to operate at its best.

Operations Support

Incident resolution, user support, and guaranteed SLA. Your team never goes without an answer.

Platform Administration

User management, security, releases, data, and health checks. Your Salesforce always healthy and up to date.

Continuous Evolution

New features, automations, integrations, and development. Your platform grows with your business.

Proactive Prevention

Release review, health checks, and architecture. Problems solved before they occur.

Why the traditional model doesn't work?

73% of Salesforce implementations never reach their potential. These are the reasons.

Salesforce that doesn't evolve

You implemented it, but the platform stayed static while your business changed. Every new process is a workaround on top of something that should be automated.

Everything depends on one person

Knowledge lives in the admin's head, not in documents. If they leave — and turnover in Salesforce profiles in LATAM is high — you lose context and continuity.

Salesforce is not software

It's a platform that requires continuous evolution. Three releases a year, new features, integrations that break — without a dedicated team, you accumulate technical debt.

Choose the plan that fits your operation

Each plan defines consumption limits (hours, cases, SLA) so you pay only for what you need.

Foundation

Keep it stable

For companies that recently adopted Salesforce and need to keep the platform operational with basic improvements.

20 hours/mo

5×8 support during client business hours
20 hours/month
Up to 15 monthly cases
P1 SLA: 12 hours

Professional

Grow

For companies with Salesforce in production that need continuous evolution, monthly sprints, and proactive administration.

45 hours/mo

Everything in Foundation
5×8 support during client business hours + chat
45 hours/month
Monthly health check and proactive release review

Business

Recommended

Accelerate

For complex operations that require custom development, integrations, and accelerated evolution with monthly sprints.

100 hours/mo

Everything in Professional
6×12 support (6am-6pm client timezone)
100 hours/month
Custom development (Apex, LWC) + integrations
Monthly sprints + quarterly architecture review

Enterprise

Transform

Maximum capacity, Agentforce, Data Cloud, and strategic partnership to transform your operation with Salesforce.

220 hours/mo

Everything in Business
7×16 support (6am-10pm client timezone)
220 hours/month
Agentforce + Data Cloud included
Senior account manager · 24/7 coverage add-on available

Detailed plan comparison

Select a plan in the table to highlight its column and compare in detail.

Operations Support

Ticket portalLog and track your requests around the clock

Email supportSend inquiries and receive documented responses

Chat supportInstant resolution for day-to-day operational questions

Phone supportDirect attention for urgent issues or blockers

SLA response P1 — CriticalFirst response to failures impacting operations

12h

SLA response P2 — HighFirst response to problems affecting productivity

24h

SLA response P3 — MediumFirst response to incidents impacting a group of users

32h

12h

SLA response P4 — LowFirst response to minor adjustments and general inquiries

48h

24h

12h

Support channelsAvailable means to open cases and communicate with the team

5×8 (client hours)

6×12 (6am-6pm)

7×16 (6am-10pm)

Cases / month (Level 1)Support requests included at no additional cost

200

Root cause analysisInvestigation into the origin of recurring issues

Basic

Detailed

User supportDirect help for your users when they have Salesforce questions

Platform Administration

Org base administrationUsers, profiles, roles, permissions, security and operational configurations

Basic

Data maintenanceCleanup, deduplication, and data quality management

Annual

Bi-annual

Per release

Continuous

Salesforce release reviewAnalysis of the 3 annual releases to anticipate impacts and leverage new features

Annual

Bi-annual

Per release

Per release + sandbox

Security reviewAudit of access, profiles, and sensitive configurations

Annual

Bi-annual

Per release

Continuous

Org health checkStructural review of configurations and security to detect problems before they impact you

Every 4 months

Quarterly

Bi-monthly

Monthly

Flows and automationConstruction and maintenance of automated process flows in Salesforce

Basic

Intermediate

Declarative configurationLow-code / no-code: fields, layouts, validations, assignment rules, reports and dashboards

LWC / Aura componentsCustom interface components for tailored user experiences

DevOps / CI-CDVersion control and controlled deployments to production

Sandbox managementTest environments ready to validate changes risk-free

Storage and limits monitoringProactive monitoring of storage usage and API limits

Continuous Evolution

Technical hours / monthTime dedicated to L2/L3 support, technical work, strategic evolution and AI included in the plan

20h

45h

100h

220h

Integrations with external systemsConnect Salesforce with ERP, billing, HR or other platforms

Maintain

Maintain + improve

New + improve

Backlog managementLogging and prioritization of improvements with full visibility for the client

Architecture reviewTechnical evaluation of the org to ensure scalability and maintainability

Annual

Bi-annual

Per release

Strategic roadmapReview and update of the Salesforce evolution roadmap aligned to your business goals

Annual

Bi-annual

Per release

Improvement sprintsDedicated cycles for new features and org optimizations

Every 4 months

Quarterly

Bi-monthly

Monthly

Team trainingTraining sessions on Salesforce features and best practices

Annual

Bi-annual

Per release

Continuous

Einstein / AI featuresActivation, configuration and optimization of Salesforce native AI capabilities

Support + configuration

Prompt engineeringPrompt design to maximize the effectiveness of Salesforce agents and AI

AgentforceImplementation and management of autonomous AI agents on your Salesforce platform

Data CloudUnification of data from multiple sources to power AI and advanced automations

Unused hour rolloverPercentage of unused hours that automatically roll over to the following month

Up to 25%

Up to 50%

Up to 75%

100%

Borrowing — hour advanceUse hours from future months during peak work periods

Up to 20%

Up to 30%

Up to 40%

Up to 50%

Free additional hoursMonthly buffer included at no additional cost

10% → 2h

10% → 4.5h

12% → 12h

12% → 26h

24×7 coverage add-onOptional extension for support outside standard hours every day of the year

Available

Performance reviewPerformance analysis and optimization of your Salesforce

Annual

Bi-annual

Per release

Continuous

Account Management

Salesforce AdminResponsible for org operations, configuration and health

Rotating

Assigned

DeveloperApex code, LWC, integrations and complex automation development

Rotating

Assigned

Functional consultantBusiness process guidance, adoption and platform evolution support

Rotating

Assigned

ArchitectTechnical design of complex solutions, integrations and architecture decisions

Rotating

Assigned

Meeting frequencyPeriodic sync cadence to review progress and priorities

Monthly (30min)

Monthly (60min)

Bi-weekly (60min)

Weekly (60min)

Account managerExecutive point of contact for strategic alignment and escalations

Rotating

Dedicated

Status reportsVisibility into work completed, cases, and key metrics

Basic

Detailed

Detailed + KPIs

Executive dashboard

Service reportReport of tickets, hours consumed, SLAs met, and improvements delivered in the period

Quarterly

Bi-monthly

Monthly

Escalation pathChannel to escalate issues requiring immediate attention

Standard

Priority

Direct to director

How does it work?

From diagnosis to ongoing operation in 4 steps.

Assessment

We analyze your current Salesforce: configuration, integrations, technical debt, and improvement opportunities.

Onboarding

We set up access, define SLAs, activate the ticket portal, and establish the workflow.

Operation

Daily support and administration. Your team has a direct channel to resolve any need.

Evolution

Quarterly roadmap, improvement sprints, and adoption of new Salesforce features.

Not sure which plan you need?

It depends on your adoption level and operation complexity.

Just adopted Salesforce

You need to keep the platform operational, resolve basic incidents, and make declarative improvements.

Foundation

Already using it in production

You need to evolve the platform with monthly sprints, proactive administration, and health checks.

Professional

Complex operation with integrations

You need custom development, integrations, and accelerated evolution with dedicated sprints.

Business

Strategic multi-cloud transformation

You need maximum capacity, Agentforce, Data Cloud, and a long-term strategic partnership.

Enterprise

Why Colibrí IT?

We're not a generic consultancy. We're Salesforce specialists focused on Field Service and AI.

Proven experience

+6 years specialized in Salesforce, 7 industry verticals, and presence in 7 countries. MAIA, our Agentforce agent, is already running in production.

Premium service

70+ active Salesforce certifications, guaranteed contractual SLA, and documented knowledge that doesn't depend on a single person.

AI-powered agility

Onboarding in 2–4 weeks, direct access to leadership, and a boutique structure that uses Agentforce and AI in its own operations.

70+

Salesforce certifications

industry verticals

countries

years specialized

Managed Service vs. Internal Admin

Why does a specialized team outperform an internal administrator?

Criterion

Internal Admin

CoIT Managed Service

Team

1 person

Multidisciplinary team (admin, developer, consultant, architect)

Productive time

60–70% (vacations, meetings, admin tasks)

100% dedicated to your org

Rotation risk

High — knowledge leaves with the person

Zero — documented and transferable knowledge

Guaranteed SLA

None

Contractual — P1 from 1h depending on tier

Support hours

Standard business hours

5×8 to 7×16 depending on contracted tier

Field Service + Agentforce

Depends on hired profile

Guaranteed specialization across the entire team

Startup time

3–6 months of recruiting

2–4 weeks of onboarding

Frequently asked questions

Not sure which plan you need?

Schedule a free assessment of your Salesforce. We analyze your operation and recommend the ideal plan — no commitment.