Salesforce L2 Support

Reinvent your business with the best Salesforce Consultancy

Salesforce L2 support from Advayan resolves the tickets your L1 team escalates and your users cannot wait on: failing flows, integration errors, data issues, and performance problems. Escalated incidents get diagnosed at the root, fixed under change control, and documented so the same failure never returns. One team owns every ticket from escalation to closure, backed by SLAs you can hold us to.

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What Is Salesforce L2 Support?

Salesforce L2 support is second-level technical support that resolves the issues L1 teams cannot: broken flows and automation, integration and API failures, data corruption, performance bottlenecks, and complex permission problems. It sits between frontline user help and deep code rework, combining admin-level configuration skills with diagnostic depth across Apex, data, and connected systems.

Our service covers advanced troubleshooting, root cause analysis, change control, and preventive monitoring under defined SLAs. Each ticket ends with a documented fix, not a workaround that resurfaces next quarter. Coverage spans Sales Cloud, Service Cloud, Experience Cloud, and multi-org environments, with escalation paths into development when code changes are required.

Core Salesforce L2 Support Services

Eight service lines cover the escalations that stall Salesforce orgs. Each one ends with a documented fix in production, not a ticket bounced back with questions.

Advanced Configuration and Sharing Models

Complex sharing rules, role hierarchies, and custom object models corrected or rebuilt where needed, so record access matches exactly how your business operates day to day across regions, teams, and connected orgs.

Flow and Automation Troubleshooting

Failed flows, conflicting automation, and unhandled faults diagnosed and fixed at the source. Legacy Workflow Rules and Process Builder logic gets rebuilt in Flow, since both tools lost Salesforce support at the end of 2025.

Integration and API Triage

API failures, callout errors, and stalled middleware queues traced across Salesforce and connected systems. Paired with our MuleSoft integration services, cross platform tickets are resolved end to end inside one accountable team.

Data Operations and ETL Fixes

Broken data loads, duplicate records, and failed sync jobs repaired with validated results. Migrations, transformations, and ETL pipelines handled with rollback plans, so production data integrity is never at risk.

Performance and Governor Limit Tuning

Slow pages, timeout errors, and governor limit breaches resolved through query optimization, batch tuning, and selective indexing. Your org stays responsive under peak load without expensive emergency rework later on.

Security and Access Control

Permission set cleanup, field level security corrections, and audit trail management aligned with HIPAA, GDPR, and SOX obligations. Access anomalies get investigated and closed before they become formal audit findings.

Reports and Analytics Support

Custom report types, cross object dashboards, and broken analytics restored or rebuilt to spec. Executives keep accurate pipeline and service visibility while underlying data issues get fixed permanently at the source.

Release and Sandbox Management

Sandbox refreshes, change sets, and staged deployments coordinated so production stays protected. Each seasonal Salesforce release gets tested in preview, with breaking changes caught before your users ever see them.

Tickets Stuck in the Queue Again?

Recurring incidents and unresolved escalations drain more budget than a proper L2 team costs. Send us your three oldest open tickets and get a practical resolution plan back, not a sales pitch.

Get a Resolution Plan

What Lands in Our L2 Queue

Send these straight to our queue. Routine requests stay with Salesforce L1 support, and anything needing code rework escalates inward to our developers, never to a third party.

Flows failing in production or firing twice after a release or deployment
Integration and API errors stalling data sync between Salesforce and ERP
Permission and sharing conflicts blocking the wrong users or exposing data
Governor limit breaches, slow list views, and batch jobs that never finish
Duplicate, corrupt, or missing records after imports, merges, or migrations
Reports and dashboards returning wrong numbers or timing out for executives
Errors that appeared right after a seasonal Salesforce release or change set
Recurring incidents your current team closes without finding the root cause

Our L2 Resolution Workflow

Every escalated ticket follows the same five stage path from intake to prevention, with a named deliverable at each stage and no silent handoffs in between.

Discover

Map products, pricing, order flows, and service processes with your teams
Review existing Salesforce orgs, licenses, integrations, and data quality
Agree scope, success measures, roles, and the decisions needed from you

Design

Fit your requirements to the standard industry data model before customizing
Define the product catalog structure, pricing rules, and order decomposition
Document every interface with field mappings, error handling, and ownership

Build

Configure the industry cloud and build Omnistudio components in sandboxes
Develop Apex and Lightning web components only where configuration falls short
Connect billing, ERP, and provisioning systems and demo progress each sprint

Test

Test each guided process end to end with realistic products and customer data
Check performance of Omniscripts and Integration Procedures under load
Run user acceptance testing with your team and resolve defects before release

Launch

Deploy through a controlled release with a rollback plan and data migration
Train agents, sales users, and admins on the new processes and components
Cut over in an agreed window with a named lead on call for first-week issues

Support and Optimize

Monitor adoption and errors after go-live, then move to agreed support
Test your org against each Salesforce release before it reaches production
Review usage data regularly and propose improvements with effort estimates

Severity Based SLA Commitments

Severity definitions and response targets below are typical commitments. Final numbers are set in your SLA during onboarding, matched to your business hours, risk profile, and coverage needs.

Severity	What Qualifies	First Response	Progress Updates
Severity 1, Critical	Production down, a core business process blocked, or data integrity at risk with no workaround	Within 1 hour	Every 2 hours until resolved
Severity 2, High	A major function impaired or a large user group blocked, with a workaround in place	Within 4 business hours	Daily
Severity 3, Medium	A single user, team, or non critical function affected without wider impact	Within 1 business day	Every 2 business days
Severity 4, Low	Questions, minor requests, and cosmetic issues with no operational impact	Within 2 business days	At resolution

Release Readiness Retainer

Salesforce ships three major releases a year, and retired features do not wait for your roadmap. This retainer keeps your org current before deadlines turn into incidents.

Seasonal Release Regression

Critical business paths tested in sandbox preview before each of the three annual Salesforce releases, with breaking changes fixed ahead of the production rollout date.

Flow Migration

Automation still running on Workflow Rules or Process Builder rebuilt in Flow, tested, and documented, closing the risk left when Salesforce ended support for both tools.

API and Authentication Compliance

Integrations audited against Salesforce API version retirement schedules and multi-factor authentication requirements, with upgrades scheduled before enforcement dates, force emergency rework.

Monthly Org Health Report

Storage consumption, limit usage, error trends, and technical debt reported every month with prioritized recommendations your team can action internally or hand straight to us.

How Do We Take Over Your L2 Queue?

Switching support providers is where most engagements fail, so ours begins with structure instead of promises. Before a single ticket moves, our Salesforce consulting team maps your incident history, tooling, and escalation paths into a fixed transition plan. The package closes with five deliverables.

Why Choose Advayan for Salesforce L2 Support?

L2 support succeeds or fails on accountability. These four commitments are why enterprises hand over their escalation queues and keep them with us year after year.

One Team Across Salesforce and MuleSoft

Escalations never leave the building. Our Salesforce analysts, MuleSoft engineers, and developers work as one team, so cross-platform tickets resolve without vendor handoffs, finger pointing, or weeks of waiting.

Reporting You Never Have to Chase

Response and resolution targets are defined by severity, tracked in real time, and reported monthly. You see ticket volumes, resolution times, and SLA performance without ever asking for the numbers.

Coverage That Follows Your Clock

Delivery centres in Pune, Indore, and Jaipur extend your support window well beyond local business hours, keeping ticket queues moving while your internal team is offline or focused on other work.

Escalation Depth Without Vendor Handoffs

When a ticket needs code rework or architectural change, it moves directly into our Salesforce development team. The full diagnostic context travels with it, so nothing is scoped from scratch or diagnosed twice.

Switch L2 Providers Without Dropping a Ticket

Our transition package moves your escalation queue from an in house team or incumbent vendor in structured phases, with shadow coverage until cutover. Book a transition assessment and see the plan first.

Book a Transition Assessment

What Our Clients Say

Gajendra Neware

Advayan’s SAP S/4HANA migration process was nothing short of impressive. The team handled everything professionally, ensuring minimal disruption to our core operations. We felt supported every step of the way.

Gloria Benson

From consultation to execution, Advayan demonstrated deep knowledge and a collaborative spirit. Their strategic inputs helped us solve complex issues in our SAP upgrade process.

Devin Timber

Advayan’s documentation and training support after deployment were extremely helpful. Our internal teams were onboarded smoothly, and productivity didn’t take a hit.

Sanu Patle

Our document workflows were all over the place before FLM implementation. Advayan helped us digitize and organize everything it's now fast, efficient, and environmentally friendly.

Ray Thorne

From initial planning to final rollout, Advayan’s G2C project support was outstanding. The solution was scalable, secure, and well received by users.

Anmol Thakre

Working with Advayan on our TPM implementation was a smart decision. Their integration of VisualFabriq significantly improved our promotional planning and gave us better visibility over performance.

Kara White

We had a challenge integrating mobile tools with Salesforce. Their dev team solved it quickly and offered smart suggestions that improved the final product significantly.

Mason Morrow

We consider them a long-term partner now. Advayan’s innovative mindset and consistent execution helped our organization modernize across multiple touchpoints.

Rajathakre

From initial planning to final rollout, Advayan’s G2C project support was outstanding. The solution was scalable, secure, and well received by users.

Engagement Models

Pick the model that matches your ticket volume and internal capability. Every proposal is itemized, and Salesforce licenses are always quoted separately from our services.

Put Your Salesforce L2 Queue in Expert Hands

Complex tickets deserve more than another round of triage. Tell us what keeps escalating, and our L2 team will show you exactly how, and how fast, it gets resolved.

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Questions

Frequently asked questions

Everything you need to know about our Salesforce support. Can’t find your answer? Feel free to contact us.

What is Salesforce L2 support?

Salesforce L2 support is second level technical support for issues beyond basic user help: failing automation, integration and API errors, data problems, permission conflicts, and performance bottlenecks. It combines advanced configuration skills with root cause diagnostics, delivered under defined SLAs with documented fixes rather than temporary patches.

What is the difference between L1, L2, and L3 Salesforce support?

L1 handles user questions, password resets, and routine admin requests. L2 resolves complex configuration, automation, data, and integration issues through deep diagnostics and root cause analysis. L3 involves code rework and architectural change. Our model connects all three levels inside one team, so no ticket waits on a vendor handoff.

What issues qualify for L2 escalation?

Anything your L1 team cannot close with standard procedures: flow and trigger failures, API and sync errors, sharing and permission conflicts, broken reports and dashboards, data corruption after loads or merges, slow performance, and errors that surface right after a seasonal release or deployment.

Do you provide 24/7 L2 coverage?

Coverage windows are defined in your SLA rather than forced into a standard package. Our offshore delivery centres extend support well beyond typical business hours, and severity one incidents always receive priority handling. Tell us the window your operations need and it gets written into the agreement.

How fast will you respond to a critical incident?

Under our typical targets, severity one incidents receive a first response within one hour and progress updates every two hours until service is restored. Exact response and resolution commitments are finalized in your SLA during onboarding, matched to your business hours and risk profile.

Can you take over support from our current vendor or in house team?

Yes. Our transition package audits access across every org and sandbox, builds runbooks from your incident history, runs a structured shadow period alongside the outgoing team, and completes cutover with no open tickets left unassigned. Context transfers before responsibility does, so nothing gets lost mid handoff.

Do you support multiple Salesforce orgs?

Yes. Multi org environments are standard in our queue, not an exception. Configuration consistency, coordinated deployments, cross org identity management, and shared release calendars are all handled inside core coverage, so growing from one org to several does not mean renegotiating your support.

Which Salesforce products do you cover?

Sales Cloud, Service Cloud, Experience Cloud, and the platform features underneath them, including Flow, Apex driven automation, and installed AppExchange packages. Orgs running Agentforce automation are supported through the same queue and SLAs, since agent actions depend on the same flows and data we already maintain.

Do you fix integration issues outside Salesforce?

Yes. Our L2 analysts work alongside in house MuleSoft engineers, so middleware queue failures, API errors, and sync breaks between Salesforce and ERP or finance systems get resolved inside one team. Cross platform tickets never bounce between vendors while your data drifts further out of sync.

What happens when a ticket needs code changes?

It escalates directly to our Salesforce developers with the full diagnostic history attached. Nothing is diagnosed twice, scoped from scratch, or delayed by an external handoff. You approve the change and its testing plan before anything is built, and the fix returns through proper change control.

How do you keep our data secure during support work?

Access follows least privilege, every action is logged through audit trails, and support work aligns with HIPAA, GDPR, and SOX obligations where they apply to your industry. Permission reviews and access audits run as part of standard coverage, so security posture improves rather than erodes under support.

Will you help us prepare for Salesforce releases?

Yes. Each seasonal Salesforce release is tested in sandbox preview against your critical business paths, with breaking changes fixed before production rollout. Automation still running on Workflow Rules or Process Builder gets migrated to Flow, since Salesforce ended support for both tools after December 2025.

Do you provide root cause analysis?

Every severity one and severity two incident closes with a documented root cause analysis covering contributing factors, the fix applied, and assigned prevention actions with owners. Recurring incident categories are tracked month over month and flagged for permanent remediation instead of being closed and forgotten.

How is L2 support priced?

Through a monthly retainer with defined ticket bands, dedicated analysts assigned to your queue, or prepaid hour blocks. Every proposal is itemized line by line, Salesforce licenses are always quoted separately from our services, and there are no bundled fees you cannot see or question.

Can we start small before committing to a retainer?

Yes. Many clients begin with a prepaid hour block or hand over a single painful ticket category, then expand coverage once response quality and reporting prove themselves. No long term commitment is required to start, and scaling up later does not reset onboarding.