CRM Support

CRM support from someone who already knows your org.

CRM administration on Salesforce, HubSpot and Odoo, on a monthly retainer or a prepaid hour bank. A named team, response targets in writing, release management and a quarterly review — not a ticket queue that rediscovers your setup every time.

Talk about support See response times

Business hours, Mon–Fri, CET. Severity definitions and targets published below rather than promised in a proposal.

3
Platforms we administer
1
Named team per account, not a rotating queue
20
Certified Salesforce experts
90+
Engineers in the Agmis group

Where support fails

Five symptoms of support that is not really support

Most CRM administration is not missing. It is present, billed monthly, and does not solve the thing it was bought for.

  1. 01

    The ticket queue relearns your org every time

    Each ticket starts with a question you answered six months ago. Nothing is documented, so every fix costs the discovery time of a first fix, and the invoice reflects it.

  2. 02

    The same ticket arrives every month

    The sync fails, someone patches it, it fails again. Support that treats symptoms without naming the underlying cause is a subscription to the same outage.

  3. 03

    A platform release breaks an automation

    Three times a year the platform ships changes. If nobody tests them against your org in advance, your users find the breakage instead, usually on a deadline.

  4. 04

    The admin left

    The one person who understood the org moved on. What remains is a working system nobody can safely change, which is a risk even when nothing is currently broken.

  5. 05

    Nobody is accountable for the whole

    One partner does the integration, another does marketing ops, an internal person owns reporting. Small changes in each area stack into a system that no single person can explain.

Support is not a queue, it is ownership. The difference shows up in what gets documented, what gets fixed twice, and whether the quarterly conversation is about your roadmap or about last month's tickets.

Scope

What CRM administration actually covers

Six areas, each with a named owner on our side. Anything outside them is quoted rather than absorbed, so the retainer stays predictable for both of us.

Tickets and fixes

Broken automation, duplicated records, users locked out, fields that stopped populating. Triaged by severity, with the cause named rather than only the symptom patched.

Release management

Platform releases tested against your org before users meet them, with anything affected listed in advance. Twice a year this is the difference between a quiet Monday and an incident.

User administration

Joiners, leavers, role changes, permission sets and licence reassignment. The unglamorous work that decides whether the security model holds up after eighteen months of staff turnover.

Reporting and dashboards

New fields, changed definitions, dashboards per role, scheduled delivery. Including the question worth asking annually: which of these reports does anyone actually read.

Integration monitoring

Failed syncs caught, queued and replayed, with an owner who is paged. Includes the maintainable version: API version upgrades and retry tuning before they become incidents.

Quarterly review

What changed, what broke and why, licence usage against seats paid, and what should be on the roadmap next quarter. The review is the reason a retainer is a service rather than a subscription.

Response times

Severity, definition and target, published

A support promise without a response time is a slogan. These are the targets we work to during business hours, and they are written into the agreement rather than left to memory.

Monday to Friday. Out-of-hours cover is available by arrangement and priced separately.
SeverityWhat it meansTarget first response
P1 · CriticalThe CRM is unusable, or data is being lost or duplicated at scale. Nobody can work.1 business hour
P2 · HighA core process is blocked: deals cannot be created, cases cannot be closed, an integration has stopped.4 business hours
P3 · NormalA single user or team is blocked, a report is wrong, or a small change is needed.1 business day
P4 · RequestEnhancements, new fields, reporting changes, planning work. Scheduled, not triaged.Next scheduled slot

Response is not the same as resolution, and we will not blur the two. What the target commits to is that a named person has picked it up, triaged it and told you what happens next. Resolution estimates come with that reply.

Commercial shapes

Two ways to buy support, for two different situations

Same team, same targets. The difference is whether you want predictability or flexibility, and most companies pick the wrong one for their actual volume.

Predictable

Monthly retainer

A fixed monthly fee with a defined pool of hours and the response targets above. Right when the CRM carries the business and the work is continuous.

  • Defined hours included each month, rolled over by agreement
  • Severity-based response targets
  • Release management and integration monitoring
  • Quarterly review with a written roadmap
  • Named team that knows the org
  • Documentation kept current as part of the work
Choose this when you need someone accountable, not someone available. It is the shape most companies need and the one most support offerings are not.

Flexible

Prepaid hour bank

Buy hours in advance and draw them down when needed. Right when volume is low or seasonal, and when an internal admin already carries the day-to-day.

  • Hours purchased in blocks, consumed at an agreed rate
  • No monthly commitment
  • Visibility of hours remaining, per month
  • Upgrade to a retainer without starting over
  • The same named team, at lower availability
  • Best-effort response rather than severity targets
Choose this when the CRM is stable and you need expertise occasionally. Be honest about the trade: you get flexibility, not priority.

The comparison worth making before deciding: a retainer is measured against the loaded cost of a full-time administrator, including recruitment, platform certifications and holiday cover. For some companies the answer is obvious in one direction or the other. For most, it is worth doing on paper rather than assuming.

When it has already gone wrong

Rescue and rehab

Some orgs do not need a support plan. They need to be stabilised first. This is a defined piece of work between a health check and an ongoing retainer.

STEP 01

Document what exists

A configuration record built from the org itself, because the org is the only source of truth left. Objects, automations, permissions, integrations and the workarounds holding it together.

STEP 02

Stabilise

Fix what is actively losing or corrupting data, remove automations that conflict, close the security gaps, and get the integrations failing loudly instead of quietly.

STEP 03

Hand over or retain

Either your team takes it with documentation in hand, or it rolls into a retainer with a known baseline. Both endings are agreed at the start, not negotiated at the end.

Typical causes: team turnover, a setup built under deadline pressure, years of unmanaged growth, or three partners each configuring the same object. None of these are unusual, and none of them require replacing the platform.

Proof

What ownership looks like after go-live

Three engagements where the work after launch was the work that made the project count.

Logistics

Customer service and sales management at parcel-delivery scale

One service queue carrying growing enquiry volume, with SLAs visible to the people who have to meet them and reporting the operation actually uses.

Read case study
Nonprofit

Donation and volunteer management for a national Red Cross society

Only around 60% of recurring donations were being processed. The lasting fix was bank integration plus reconciliation that runs automatically, rather than a monthly repair routine.

Read case study
Fintech

Client onboarding transformation for a licensed EMI

Regulated onboarding stayed workable after launch because the compliance state became a field with an owner, not a folder of documents nobody could audit.

Read case study

Find out what shape of support you actually need

Tell us the platform, roughly how many users, and what breaks most often. We will tell you the right shape, including when it is not us.

Talk about support

Across the platforms

Support and administration on each platform

The retainer covers all three, and one plan can cover more than one. What changes is what breaks and how often.

Three releases a year

Salesforce support

Release testing across three annual releases, permission and sharing model upkeep, Flow maintenance, and licence and storage management. The most predictable of the three, and the most configurable.

Continuous platform change

HubSpot support

The platform changes continuously rather than in releases, so drift is caught in the quarterly review rather than at renewal. Lifecycle, scoring and data hygiene are the areas that move.

Annual major versions

Odoo support

Version upgrades, module compatibility and ORM-level fixes, plus the finance-side implications of any change to the customer record. Fewer surprises, but a heavier upgrade when it lands.

FAQ

CRM support and administration, answered

What is CRM support, and how is it different from a help desk?
CRM support is ownership of the system rather than a queue for its faults. It covers tickets, release management, user administration, reporting changes, integration monitoring and a quarterly review, all carried by a named team that already knows your org. A help desk answers the question you asked. Support is also responsible for why the question keeps arriving, which is why the same ticket should not recur every month.
Do you support all three platforms?
Yes: Salesforce, HubSpot and Odoo. Our certified depth is in Salesforce, where we have been a partner since 2021 and the first certified partner in the Baltics. HubSpot and Odoo are platforms we implement and administer, and their partner marks follow. If you run more than one of the three, one retainer can cover both rather than one per platform.
What are your response times?
During business hours, 09:00 to 17:00 CET Monday to Friday: one business hour for P1 where the system is unusable or data is at risk, four business hours for P2 where a core process is blocked, one business day for P3, and the next scheduled slot for P4 requests. Out-of-hours cover is available by arrangement. The targets are written into the agreement, and the response commits to a named person triaging it and telling you what happens next.
Should we hire an internal administrator instead?
Sometimes, and it is worth pricing both properly. The comparison is not salary against retainer, it is the loaded cost of a hire — recruitment, salary, certifications on each platform release, holiday and sick cover, and the risk that the knowledge leaves with them — against a defined monthly fee. For a company running several teams on one platform, an internal admin plus a small retainer is often right. For a company needing breadth across platforms, the retainer usually wins.
Can you take over an org someone else built?
Yes, and it is a common start. We begin with rescue and rehab rather than a retainer: document what actually exists, stabilise what is losing or corrupting data, then either hand over with documentation or roll into ongoing support from a known baseline. Taking over an undocumented org on a support plan without that step usually means billing the client to learn their own system.
Do you handle platform releases and upgrades?
Yes. Salesforce ships three major releases a year, HubSpot changes continuously, and Odoo ships a major version annually. All three change behaviour in ways that can break automation. On a retainer we test releases against your org before they reach users, and list anything affected in advance. This is one of the few parts of support that is genuinely preventative rather than reactive.
What is not included in a retainer?
New projects, additional integrations, data migrations and large development work. Those are quoted separately, because absorbing them would make the monthly fee meaningless and the priorities invisible. The retainer covers keeping the system correct, secure, current and understood, plus a defined pool of hours for small changes. Anything larger gets a scope and a price before it starts.

Someone accountable

Find out what shape of support you actually need

Tell us the platform, roughly how many users, and what breaks most often. We will tell you whether a retainer, an hour bank or an internal hire is the right answer — including when it is not us.

Talk about support Start with a health check