Service · Support

Salesforce support from people who know your org

Syntmatic provides ongoing Salesforce support for Australian organisations: administration, enhancements, release reviews and health checks. You work with the same Australian consultants each time, people who already understand your system and your obligations, not a ticket queue.

Call 0494 743 131 Send an enquiry

What support covers

Salesforce keeps changing, and so does your organisation. Support keeps the system in step with both, so small issues are dealt with before they become large ones.

User administration, permissions and access reviews
Fixes, small enhancements and new reports or dashboards
Review of each Salesforce release and its effect on your org
Monitoring of integrations and scheduled jobs
Periodic health checks on security, data quality and technical debt
Advice when you are planning something bigger

How support works

We agree a support arrangement that fits how much help you need, from a few hours a month to a larger standing commitment. Requests come to us by email or phone, and we confirm what we will do and when before starting. Changes are built in a sandbox, tested and released through a controlled process, with a record of what changed and why. Larger pieces of work are scoped and estimated separately, so routine support hours are not consumed by a project without your agreement.

Each month you receive a short summary of the work done, the issues we have noticed and anything we recommend you plan for.

Releases without surprises

Salesforce delivers three major releases a year, and each one can change features your teams rely on. Before each release we review the notes against your org, test the changes that matter in a sandbox, and tell you plainly what will change for your users and whether any action is needed. Where a release brings useful new features, we point those out too, with a view on whether they are worth adopting.

Health checks as part of support

Every few months we step back from day-to-day requests and review the org as a whole: security settings and high-risk permissions, data quality, automation that overlaps or has been retired by Salesforce, unused fields and licences, and the health of integrations. You receive a short, prioritised list of findings with an estimate of effort for each, so you can decide what to fix now and what to plan for.

Is support right for you?

Support suits organisations that rely on Salesforce every day but do not need, or cannot justify, a full-time administrator or developer. It also suits teams with an in-house administrator who need an architect to call on for design questions, integrations and anything beyond configuration. If your needs are larger, we can provide more regular capacity, and if they are smaller, a periodic health check may be enough.

Support for orgs we did not build

Many support clients come to us with an org someone else built. We start with a health check so we understand the configuration, the risks and the quick wins, and we document what we find as we go. Within a few weeks you have an org that is better understood and better documented than when we arrived.

Support that suits government

For public sector clients, we work within your change management process, keep a clear audit trail of every change, and respect your access and security requirements. Our consultants are based in Australia and keep Australian business hours, so the people supporting you understand the context you work in.

What you get

Deliverables

A named consultant who knows your org
An agreed request process by email or phone
Changes built in a sandbox and released with a change record
A release readiness review three times a year
A monthly summary of work completed and recommendations
Periodic health checks with prioritised findings

Common questions

How quickly will you respond to a support request?

We agree response expectations with each client when we set up support, based on how critical the system is and the level of cover you need. Urgent issues affecting users are prioritised over enhancements. If something is urgent, call us directly on 0494 743 131 rather than waiting on email.

Can you support an org another provider built?

Yes. We start with a health check to understand the configuration, documentation and risks, then take over administration and fixes. Where documentation is missing, we write it as we go, so your organisation is never dependent on knowledge held by one person, including us.

Do we have to sign a long contract?

No. Support arrangements are agreed to suit your needs and can start small. Many clients begin with a block of hours or a health check, then settle into a regular monthly arrangement once they see how it works. We discuss notice periods and flexibility with you before you commit.

In practice

Selected experience

Anonymised experience of our leadership team, including work delivered through partner consultancies. We never name clients.

A federal government agency, Canberra

Modernising a customer-facing Salesforce platform

Problem: The agency's Salesforce platform relied on legacy Aura components and on Flows that were reaching their limits under high concurrency. Testers spent too long preparing data in lower environments.
Approach: In a Baseline-cleared environment, we built branded OmniStudio journeys (OmniScripts, FlexCards and Data Mappers) to the government's accessibility standards. We moved high-volume logic from Flows into Apex and migrated Aura components to Lightning Web Components. We also designed a data-seeding approach that copies realistic data models into test sandboxes, and set up and tested Connected Apps for third-party integrations.
Outcome: Pages load faster and are easier to maintain. Critical production bottlenecks in OmniStudio were resolved. Testers start with matching data in every environment, which shortens QA and UAT cycles.