Procurement Resource
The scope, SLA requirements and evaluation framework to put in your Salesforce support RFP written by the people who answer them. Free to download, no gate.
Download the .docx templateWhy this template exists
They ask for case studies and day rates, then leave SLAs, escalation and exit terms undefined. The result: providers are scored on marketing, and the contract's operation the part that determines whether tickets get fixed is decided after signature.
We answer Salesforce support RFPs for a living. This template encodes the questions that separate serious providers from CV-and-logo vendors including the ones we wish buyers asked more often.
Designed for private companies choosing a managed-services partner: short enough to complete, specific enough to compare. No procurement bureaucracy theatre.
A weighted evaluation scorecard sits alongside the template, so every responder is scored on the same axes and the weighting reflects operational reality, not logo prestige.
What is inside
Editions and licences, user counts, integration inventory, current admin situation (in-house, vacant, agency) and the three biggest pain points in the words of your own users.
Explicit in/out lists: administration, tickets, enhancements, automation maintenance, reporting, releases, training, projects. Ambiguity here becomes every change-order argument later.
Response and resolution targets per priority with definitions, business hours and timezone, escalation path, service-report cadence see our SLA benchmarks for the reference framework.
Who actually does the work: named team, certifications, seniority mix, continuity plan for holidays and turnover, and offshore vs onshore disclosure.
Fixed monthly retainer vs hourly, what triggers additional charges, rate card for out-of-scope work, and annual increase terms.
Access management, sandbox process, documentation standards, security practices, and reporting rhythms with your team.
The section everyone forgets: notice period, transition assistance, documentation handover obligations, and no data hostage clauses.
Partner scorecard
Suggested weighting from the template. Score 1-5 per criterion, multiply by weight, sum and make any provider explain a score below 3 in the debrief.
| Criterion | Weight | What a 5 looks like |
|---|---|---|
| SLA specificity & realism | 25% | Named response and resolution targets per priority, published definitions, remedy clause, monthly reporting included |
| Relevant SaaS experience | 20% | Named or described clients of similar size and stage, with outcomes not logo walls |
| Team & continuity model | 20% | Named team with certifications, explicit cover for holidays and turnover, low reliance on one individual |
| Commercial transparency | 15% | Fixed monthly price, published rate card for out-of-scope work, no surprise change-order economics |
| Onboarding plan | 10% | Concrete first-30-days plan: access, audit, triage, rhythm with dates |
| Exit terms | 10% | Clean notice period, transition assistance, documentation handover committed in writing |
Get the template
The .docx includes the full RFP structure, the scorecard as a ready-to-use table, and the SLA annex. Want us to pressure-test a completed RFP or respond to yours? Book a call.
We respond to private Salesforce support RFPs with fixed pricing and published SLAs. Send us yours.
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