Frequently asked questions

What counts as an Admin Task versus a Project?

Admin Tasks are small, discrete changes that a skilled admin can complete in roughly under three hours, delivering one outcome in one area (for example, a field tweak, a small Flow adjustment, or a report change). Larger or bundled work, new automation, migrations, and multi-team changes are treated as Projects and quoted separately on a fixed-price basis.

The Admin scope page gives more detailed examples.

Can you refuse a request or change it from Admin to Project?

Yes. If a request is out of scope, unsafe, unlawful, conflicts with best practices, or simply better handled as a Project, we may decline to do it under the subscription. We may also reclassify work from Admin Task to Project if, once we dig in, it turns out to be larger or more complex than it first appeared.

In that situation we will pause the queue, explain why, and send a fixed-price Small / Medium / Large quote if you'd like to proceed as a Project. We won't continue on a Project basis without your explicit approval.

What does your SLA actually cover?

Our SLAs and response time statements describe when we aim to start work on a new Admin Task after the previous one is completed, not a guaranteed completion time. Completion depends on the task itself, the access we have, any clarifications we need from you, and other dependencies in your org.

We'll always act in good faith and keep you updated, but timing targets are just that: targets, not hard guarantees.

What if our internal release process slows things down?

Many customers have internal CAB, release, or deployment processes. We're happy to work within those, but they're ultimately controlled by your organisation. Our responsibility is to prepare and hand over changes (for example into a sandbox or ready-for-release package) in line with your plan. Your internal approvals and release scheduling, including when changes reach production, remain your responsibility.

How many requests can we have open at once?

You can log as many requests as you like. Essentials and Professional run with one active Admin Task at a time, unless we've explicitly agreed an extra lane as an add-on. Enterprise includes a second lane so you can have up to two active Admin Tasks at once, still within fair use. When a lane finishes its active task, we pick up the next item in your queue. This keeps work focused and predictable.

In the portal we show which request is currently active and which are waiting, so everyone stays aligned.