Salesforce ERP Orchestration Support and Optimization
Keep Duet360, Salesforce and connected ERP workflows supported after go-live. Endowance provides troubleshooting, configuration assistance, orchestration enhancements and process optimization through flexible support hours. Review issues, priorities, supported environments and preferred-rate terms with the team before scheduling work.
Read NDI’s customer story about communication and technical expertise, and explore the customer testimonials. Customer experiences are not contractual response-time guarantees; your agreement defines current support commitments.
Your support questions, answered.
What is the minimum support block?
Support plans start with a 40-hour block.
Do unused support hours expire?
No. Unused support hours never expire.
Can hours cover enhancements?
Yes. Hours can support Duet360, Salesforce and new business requirements.
What response commitment and service coverage are included?
Coverage hours, severity definitions, response commitments and escalation contacts follow the agreed support plan. Confirm who owns an incident, the backup contact when that person is unavailable and how application-vendor dependencies are handled.
A response commitment states when support responds; it does not promise resolution within the same period. Review the proposed terms and the information required to report a business-critical issue.
Can our team access Duet360 logs in Salesforce?
Yes. Duet360 logs are fully accessible to users in Salesforce, and Duet360 includes a comprehensive Data Quality component.
Include the logs and Data Quality component in your workflow demonstration. Confirm the available information, the issue-review process and any retention or export requirements for your implementation.
What information helps resolve an orchestration support issue?
Provide the workflow, company or site, source and target record references, approximate time, observed error and business impact. State whether the transaction was accepted, rejected or has an uncertain outcome.
Include recent application or mapping changes and the steps already attempted. The support team can use that context to investigate the failed handoff and agree a controlled next action without an unnecessary duplicate submission.
Who should own business exceptions versus technical failures?
Assign responsibility for data corrections, commercial approvals, application access and technical failures before launch. A business owner may resolve a price or customer match while technical teams investigate interface availability or processing errors.
Agree who authorizes reprocessing, who confirms the final ERP result and how unresolved issues are escalated. Endowance’s role and service coverage should match the supported implementation and contract.
How should support coordinate with ERP or Salesforce upgrades?
Identify affected interfaces and rules, plan representative testing and define release acceptance. Agree escalation and ownership across Endowance, customer teams and relevant vendors for the supported scope.
Can we change an orchestrated process after launch?
Review new requirements against the current configuration and interfaces. Agree scope, approvals, testing and release responsibilities before changing an operational workflow.
What should a recovery procedure include?
Record the affected process, the last confirmed source and target status, the reason for rejection and the responsible reviewer. Define who can correct the issue and authorize reprocessing.
Test the procedure before launch and after material changes. Confirm the final ERP result and any duplicate controls before closing the issue, with escalation through the agreed support arrangement.
What should a managed-platform agreement and exit plan cover?
Agree how customer data, mappings, configuration, documentation and transaction records can be accessed during the service and at transition. Record the applicable ownership rights, export formats, retention, notice period, transition assistance and any associated charges in the agreement.
A buyer checklist is not a guarantee that every export or handover service is included. Review the actual deliverables and permissions for your implementation, including what your administrators can diagnose and which changes require Endowance.
Is Duet360 implementation offered at a fixed fee?
Duet360 implementation is based on a fixed fee for its out-of-the-box functionality. This is a key differentiator: prebuilt, packaged business processes paired with a defined implementation fee for the agreed standard scope help buyers plan their implementation investment.
The fixed fee applies to implementation of the agreed out-of-the-box functionality. Confirm ongoing support, licensing and any additional requirements separately in your proposal.